Customer Support Team Lead

RoomRaccoon Hotel Tech

Customer Support Team Lead managing customer support consultants at RoomRaccoon. Driving team performance through effective leadership and operational excellence in the hospitality tech industry.

Posted 6/20/2026full-timeLisbon • 🇵🇹 PortugalSeniorWebsite

About the role

Key responsibilities & impact

Onboard and train new and existing team members and equip them to thrive when performing all aspects of their role
Assess the contact points completed by your CSCs using our quality assurance framework to identify performance gaps and trends
Coach team members by providing performance feedback on a regular basis and equip them with effective strategies to enhance their performance
Develop team members and nurture top talent and succession, guided by our internal stripe framework
Report on daily & weekly engagement metrics with a goal to achieve team targets for customer satisfaction and issue resolution
Maintain strong product, process, and systems knowledge to effectively diagnose, resolve, and escalate service failures
Investigate support incidents that lead to hotelier dissatisfaction and demonstrate a customer-first mindset when engaging with customers
Identify support-related churn risks and partner with relevant stakeholders to implement service recovery actions
Review customer escalations and complaints to identify root causes, trends, and opportunities to improve the overall customer experience
Act as an escalation point for complex customer situations, ensuring timely resolution and effective communication
Monitor and manage adherence, productivity, and operational discipline across the team
Identify continuous improvement opportunities with a goal to enhance the hotelier experience, increase team efficiency, and achieve process excellence
Present team metrics, performance updates, business priorities, and acknowledgements in weekly meetings
Partner with cross-functional teams to highlight recurring customer pain points and contribute to business-wide improvement initiatives

Requirements

What you’ll need

4+ years experience in Customer Support, Customer Success, Service Operations, or a similar customer-facing environment
Previous experience leading, coaching, mentoring, or managing individuals or teams
Proven ability to use data and performance metrics to drive results
Experience managing customer escalations and service recovery
Strong communication, stakeholder management, and problem-solving skills
Comfortable providing feedback, managing underperformance, and driving accountability
Professional fluency in English, both written and verbal
Nice-to-Have: Experience in SaaS, Hospitality Technology, or Hospitality environments
Experience working in a scale-up or high-growth company
Experience recruiting, onboarding, and developing team members
Experience driving process improvement or operational excellence initiatives
Fluent in Portuguese / Spanish

Benefits

Comp & perks

Performance bonuses
Employee Equity Scheme
Annual training budget
Annual Hotel experience
Birthday leave
Long service leave and bonuses
Quarterly team building budgets & office massages
Friday lunches on us

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportcustomer successservice operationsdata analysisperformance metricsservice recoveryprocess improvementoperational excellenceonboardingmentoring

Soft Skills

communicationstakeholder managementproblem-solvingcoachingfeedback deliveryaccountabilityteam managementperformance assessmentcustomer-first mindsetcontinuous improvement