Customer Support Manager (German Speaking)

TrustYou is a leading AI-driven hospitality platform dedicated to transforming guest experiences and empowering businesses to thrive. With a multicultural team of over 120 professionals working remotely across the globe, we are on a mission to help companies grow by achieving customer excellence. 

At TY, our culture continually evolves and is shaped by the people who work here.  We embrace an open feedback culture, focusing on continuous improvement and customer excellence.

Every team member's unique voice contributes to our collective success, fostering an environment where we test, learn, and improve together.

Our products enable our customers to make guests happier, increase customer lifetime value and save unnecessary costs.

• Customer Experience Platform (CXP): AI-powered insights for exceptional guest experiences. Improve service quality based on surveys and reviews across the web, respond to all feedback with the help of AI, and market your reputation.

• Customer Data Platform (CDP): AI-powered customer data management for more direct bookings. Merge and master customer data, manage consent, and transform insights into effective marketing, personalized journeys, and higher lifetime value.

• AI Agents: Intelligent, always-on agents that boost productivity and reduce operational costs. Available 24/7, they provide instant, personalized recommendations, answer inquiries, and optimize direct booking conversions.

Learn more about TrustYou at www.trustyou.com

If you share our passion for customer happiness and believe in the power to make an impact, you're in the right place. Join us in our mission to revolutionize the hospitality industry through innovation and excellence.

Position: Customer Support Manager (German Speaking)

Location of the role: Cluj (Remote) 

As a Customer Support Manager (DE/EN),  you are a key partner for our German-speaking markets and global Key Accounts. You don't just solve tickets; you solve business challenges. You bridge the gap between our high-tech AI platform and the daily operations of major hotel groups. Whether you are crafting a precise technical email or leading a dedicated training session for a Key Account HQ, you act as a trusted specialist who ensures our clients achieve excellence.

• Mastering the Inbox: Expertly handling a high volume of support requests via email and chat. You maintain our high standards for speed and precision without ever needing to pick up an inbound phone call.

• Leading High-Stakes Trainings: Going beyond standard webinars to host dedicated, client-specific training sessions for our most valued Key Accounts, tailoring the content to their unique goals.

• Owning Key Account Communication: Serving as a primary support contact for Key Account HQs, ensuring their technical needs are met and their feedback is integrated into our workflow.

• Optimizing the Journey: Proactively identifying gaps in our current workflows and contributing to process improvements that make our team faster and our clients happier.

• Creating Expert Content: Translating your front-line insights into FAQ articles and video tutorials that empower thousands of users to self-serve effectively.

• Cross-Functional Collaboration: Fluent translation of market-specific needs into actionable feedback for our Product and Sales teams in both English and German.

• Linguistic Excellence: Native or C1-level fluency in German PLUS English.

• Proven Experience: At least 2+ years in Customer Support or Client Success within a SaaS environment, with a track record of handling complex queries.

• Stakeholder Management: You are comfortable and professional when communicating with corporate HQ contacts and senior stakeholders.

• Exceptional Communication: You possess a high "written EQ"—you can deliver technical news or instructions in a way that is clear, professional, and warm.

• Presentation Authority: You are a confident public speaker who can lead engaging virtual sessions for large or high-profile groups.

• A Process-Oriented Mindset: You naturally look for ways to do things better, not just faster.

• Technical Intuition: You enjoy the "detective work" of technical troubleshooting and can navigate platform configurations with ease.

• Hospitality Passion: You understand the unique pressures of the travel and hotel industry.

• Working in a global, diverse, and collaborative team. 

• Flexible working hours that allows you the freedom to shape your work-life.

• Remote-friendly environment.

• On-going career development, training, and coaching.

• Six days for learning & development. 

• Celebrate in style at our team events (in-person and virtually). 

• Social benefits and perks based on location.

P.S. TrustYou is an equal-opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of gender, background, religion, orientation, age, or ability.

If you are excited about this opportunity, join us! We look forward to your application and getting to know you.