Customer Support Team Lead - DACH

Customer Success

It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we’re propelling new‑generation cloud technology within global hospitality. With our industry‑leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.

We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole…

First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distill it down to a job description (which we do because this is a job description), it would be this:

As a Customer Support Team Lead for our DACH region, you'll build a strong team and shape staff behaviors to accomplish desired results. You'll coach our Support team staff to deliver exceptional customer service and play a collaborative role in growing and implementing standards and processes. This is a pivotal leadership role as we scale our German‑speaking customer support operations.

• Supervise day‑to‑day operations of the DACH customer support team
• Perform periodic performance reviews, facilitate career pathing, and develop professional improvement plans
• Serve as point of escalation for your team and German‑speaking customer base
• Identify knowledge gaps and eliminate them through additional training/coaching sessions
• Monitor SLAs, analyze potential violations, and implement preventative measures
• Lead by example while working as an independent contributor when needed

• Fluent German and English essential for supporting our DACH customers
• 3+ years in customer success with proven track record in support operations
• 1+ years team leadership experience managing day‑to‑day support operations
• Outstanding communication skills, both written and verbal
• Strong people skills and organizational abilities
• Experience with support platforms (Zendesk, Intercom, Freshdesk) preferred
• Hospitality tech or PMS experience is a plus

• Participation in our company share program
• Best‑in‑class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)
• Unlimited paid holiday
• Work from anywhere – flexibly work from other countries for a few weeks each year through our compliant and flexible Workation policy
• Relocation options available after 1 year
• Monthly "EDGE" time – dedicated to Explore, Develop, Grow, and Elevate yourself
• Flexible, hybrid working options
• One‑off home office setup budget to make your workspace your own
• Monthly working‑from‑home and healthcare allowances (where local healthcare benefits are not available)
• Benefits tailored to each location – from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are

Because at Mews, growth, balance, and belonging aren't just words, they're how we work.

We’re an equal opportunities employer. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. We embrace different perspectives, encourage trying new things and want everyone to feel safe bringing their authentic self to work. If this sounds like you and you’re ready to join a global, innovative and exciting community, we’d love to hear from you.

One very important note: don’t hold back. Even if you don’t meet 100% of the criteria listed in this job description, we still encourage you to apply. We believe everyone should have equal access to opportunities and we’re committed to providing an inclusive experience, so please let us know if there’s anything we can do to support you during the application process.

We do not discriminate…