Customer Support Team Manager – Onboarding, Customer Support

Visit Group

Customer Support Team Manager leading and developing a team for onboarding and customer support operations. Directly impacts guest experiences for hotel and lodging customers using the BookVisit platform.

Posted 5/16/2026full-timeGothenburg • 🇸🇪 SwedenMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead, coach, and develop a team of Solution Specialists across onboarding and customer support, setting clear goals and performance standards
Own and continuously improve the end-to-end onboarding process to ensure a structured, scalable, and high-quality customer experience
Act as the primary escalation point for complex or sensitive customer cases, stepping in directly when needed
Drive high-quality customer support by staying hands-on with onboarding activities and support cases
Monitor onboarding performance and customer satisfaction, identifying patterns and improvement opportunities
Collaborate with Product, Engineering, Sales, and Customer Success teams to address recurring issues and reduce support volume over time
Foster a collaborative, high-performing team culture aligned with VISIT’s values and ways of working

Requirements

What you’ll need

Minimum 3 years of experience in a customer support, onboarding, or similar client-facing role, preferably within SaaS or the hospitality industry
Strong understanding of hotel and lodging operations, including booking, front desk, and guest service workflows
Experience working in SaaS environments, with the ability to troubleshoot cloud-based applications and software issues
Strong verbal and written communication skills in English and Scandinavian languages
A service-minded, solution-oriented approach with strong attention to detail and a proactive mindset
Experience with property management systems (PMS), booking engines, channel managers, or similar hospitality technology is an advantage
English proficiency, minimum B1 level, is required for this role.

Benefits

Comp & perks

A culture that supports learning, collaboration, and continuous improvement
An international environment with colleagues across more than 10 countries
Work that directly contributes to better experiences for operators, partners, and guests
A company that strives to be reliable, helpful, and constantly improving — with grit and a smile on our faces

ATS Keywords

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Hard Skills & Tools

customer supportonboardingtroubleshootingcloud-based applicationsproperty management systemsbooking engineschannel managershospitality technology

Soft Skills

leadershipcoachingcommunicationattention to detailproactive mindsetservice-mindedsolution-orientedcollaboration