Customer Support Lead

Tumodo

Lead and manage customer support operations for corporate travel in the DACH region, ensuring service delivery and efficiency. Mentor team and optimize processes upholding standards across operations.

Posted 8/1/2026full-timeBerlin • 🇩🇪 GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in corporate travel operations, with a strong focus on team leadership, service delivery performance, and compliance with travel policies. Proficient in managing complex travel bookings and implementing effective operational strategies to enhance service quality and efficiency.

Highest-signal resume keywords

Corporate Travel Operations ManagementTeam Leadership in OperationsGDS Systems ProficiencyKPI Tracking and SLA AdherenceFluency in German and English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Corporate Travel ManagementSLA UnderstandingKPI DevelopmentWorkload ManagementOperational Continuity PlanningComplex Itinerary HandlingQuality Control MechanismsEscalation Framework ImplementationAutomation ImprovementStandard Operating Procedures (SOPs)

Soft Skills

Coaching and MentoringDecision-Making SupportClient Relationship ManagementProblem-SolvingTeam Collaboration

Tools & Technologies

GDS Systems (Sabre, Amadeus, Galileo)

Industry Keywords

DACH RegionTravel Management Company (TMC)Customer SupportService ExcellenceOperational Standards

About the role

Key responsibilities & impact

Own daily service delivery performance across DACH
Monitor queues, SLA adherence, ticketing and response timelines, compliance to SOPs and internal policies
Actively manage workload distribution and operational coverage, support the team during peak periods through effective workload management
Implement structured escalation frameworks
Establish and track KPIs (service level, quality, productivity, error rate)
Ensure operational continuity and coverage planning
Oversee or take over the handling of complex corporate travel bookings (air, rail, hotel, car, ancillary) across the team
Provide guidance and decision-making support for VIP, multi-leg, and high-sensitivity itineraries
Manage critical or high-risk escalations and ensure timely resolution
Maintain direct client contact when managerial involvement is required
Ensure compliance with client travel policies, negotiated programs, and operational standards
Lead and mentor team of (Senior) Travel Consultants and Supervisors
Provide hands-on coaching and quality feedback
Support recruitment and onboarding of new team members
Build a culture of accountability, ownership, and service excellence
Develop internal knowledge-sharing routines and best practice frameworks
Identify inefficiencies and bottlenecks in daily workflows
Collaborate with Product & Tech to improve automation and system workflows
Standardize SOPs across the DACH operation
Reduce manual effort through structured improvements
Ensure quality control mechanisms are embedded and measurable
Work closely with Sales and Account Management to support client retention and growth
Provide operational input in commercial discussions
Act as operational representative for DACH in leadership discussions
Support strategic accounts with operational insights

Requirements

What you’ll need

Has 7–10+ years in corporate travel (TMC or business travel environment) in Operations /Customer Support
Has at least 3+ years leading a team in a hands-on capacity in Operations /Customer Support
Is highly experienced with GDS systems (e.g. Sabre, Amadeus, Galileo)
Has managed complex corporate travel accounts in DACH
Is fluent in German (native level) and English
Understands SLAs, service metrics, and productivity KPIs
Is comfortable operating in a fast-paced, scale-up environment

Benefits

Comp & perks

30 days of annual leave
Access to our coworking spaces in Berlin and Frankfurt am Main to support regular in-person collaboration
Mobility support through a Germany-wide public transport ticket (Deutschlandticket)
Company-supported pension plan with a 15% employer contribution on employee deferred compensation
Monthly tax-free benefit of €50 , which can be used privately and flexibly across various providers (e.g. Urban Sports membership, supermarkets, fuel cards, leisure activities, and hotels)
Access to corporate benefits platforms with a wide range of discounts