Customer Support Team Leader (Bilingual DE/EN) – Travel

About the role

Enshored is looking for an experienced Customer Support Team Leader to manage a high‑performing team of support agents serving a global travel company. The role combines people leadership with operational oversight, ensuring excellent service quality across phone, chat, and email channels.

Key responsibilities

• Lead, coach, and motivate a team of Customer Support Heroes, fostering a positive culture.
• Set and monitor performance objectives aligned with KPIs such as CSAT, response time, and resolution rate.
• Conduct regular 1‑to‑1s, performance reviews, and training initiatives.
• Oversee daily operations using Zendesk and CRM tools, handling payments, cancellations, and escalations.
• Act as first escalation point for complex issues and manage on‑trip incidents.
• Implement quality‑assurance processes and drive continuous‑improvement projects.
• Coordinate crisis response with internal stakeholders and external suppliers.
• Serve as liaison between the frontline team and senior management, providing data‑driven insights.

Required profile

• Proven experience leading a customer‑support team in a fast‑paced environment.
• Strong analytical mindset with ability to monitor real‑time metrics.
• Excellent communication skills in both German and English.
• Ability to stay calm under pressure and handle high‑stress situations.
• Detail‑oriented with a focus on operational efficiency.

Required skills

• Zendesk
• CRM systems

What we offer

• Opportunity to lead a dynamic, multilingual support team.
• Exposure to the active and adventure travel sector.
• Collaborative environment with focus on professional growth.