Customer Support Team Lead

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    "description": "<p><span style=\"font-size: 10pt; font-weight: bold\">Customer Support Team Lead</span></p>\n<p><span style=\"font-size: 10pt\">Department: Customer Support </span></p>\n<p><span style=\"font-size: 10pt\">Location: Lisbon </span></p>\n<p><span style=\"font-size: 10pt\">Contract Type: Permanent</span></p>\n<p><span style=\"font-size: 10pt\">Language Requirements: English, Portuguese, Spanish</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">About RoomRaccoon:</span></p>\n<p><span style=\"font-size: 10pt\">RoomRaccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt\">We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you’ll fit right in. 🦝</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 10pt\"><span style=\"font-weight: bold\">Your North Star:</span></span></p>\n<p><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Our Customer Support Team Lead is the direct manager to Customer Support Consultants and is responsible for driving a high-performing support team through effective leadership, accountability, coaching, and operational excellence. They are accountable for team performance against our predefined Performance Framework, service levels, productivity targets, customer satisfaction, and retention outcomes, while fostering a culture of ownership, continuous improvement, and stand-out CX. </span><br></p>\n<p><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Your performance will therefore be measured on maintaining a Green Team Performance Framework score. </span><br></p>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Key Responsibilities:</span></p>\n<p><span style=\"font-size: 10pt\"><br></span><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 10pt; font-weight: bold\">Team Management, QA &amp; Coaching</span></p>\n<ul>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Onboard and train new and existing team members and equip them to thrive when performing all aspects of their role</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Assess the contact points completed by your CSCs using our quality assurance framework to identify performance gaps and trends</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Coach team members by providing performance feedback on a regular basis and equip them with effective strategies to enhance their performance</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Develop team members and nurture top talent and succession, guided by our internal stripe framework</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Report on daily &amp; weekly engagement metrics with a goal to achieve team targets for customer satisfaction and issue resolution.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 10pt; font-weight: bold\">Retention and Service Recovery</span></p>\n<ul>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Account for the delivery, quality, and consistency of support provided to customers across all support channels</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Maintain strong product, process, and systems knowledge to effectively diagnose, resolve, and escalate service failures</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Investigate support incidents that lead to hotelier dissatisfaction and demonstrate a customer-first mindset when engaging with customers, with a goal to retain dissatisfied customers and turn them into promoters</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Identify support-related churn risks and partner with relevant stakeholders to implement service recovery actions</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Review customer escalations and complaints to identify root causes, trends, and opportunities to improve the overall customer experience</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Act as an escalation point for complex customer situations, ensuring timely resolution and effective communication</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 10pt; font-weight: bold\">Adherence and Improvement</span></p>\n<ul>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Manage leave and on-shift availability of your team, ensuring support is available to hoteliers across all channels in line with defined support hours and service level expectations</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Monitor and manage adherence, productivity, and operational discipline across the team</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Adhere to all internal policies and SOPs and ensure your team is up-to-date with policy changes and applying them consistently</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Identify continuous improvement opportunities with a goal to enhance the hotelier experience, increase team efficiency, and achieve process excellence</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Use performance data and customer insights to drive improvements in team effectiveness and service delivery</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Present team metrics, performance updates, business priorities, and acknowledgements in weekly meetings</span></li>\n<li><span style=\"color: rgb(67, 67, 67); font-size: 10pt; font-weight: 300\">Partner with cross-functional teams to highlight recurring customer pain points and contribute to business-wide improvement initiatives</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\"><br></span><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Required Skills &amp; Experience</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">4+ years experience in Customer Support, Customer Success, Service Operations, or a similar customer-facing environment</span></li>\n<li><span style=\"font-size: 10pt\">Previous experience leading, coaching, mentoring, or managing individuals or teams</span></li>\n<li><span style=\"font-size: 10pt\">Proven ability to use data and performance metrics to drive results</span></li>\n<li><span style=\"font-size: 10pt\">Experience managing customer escalations and service recovery</span></li>\n<li><span style=\"font-size: 10pt\">Strong communication, stakeholder management, and problem-solving skills</span></li>\n<li><span style=\"font-size: 10pt\">Comfortable providing feedback, managing underperformance, and driving accountability</span></li>\n<li><span style=\"font-size: 10pt\">Professional fluency in English, both written and verbal</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Nice-to-Have</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Experience in SaaS, Hospitality Technology, or Hospitality environments</span></li>\n<li><span style=\"font-size: 10pt\">Experience working in a scale-up or high-growth company</span></li>\n<li><span style=\"font-size: 10pt\">Experience recruiting, onboarding, and developing team members</span></li>\n<li><span style=\"font-size: 10pt\">Experience driving process improvement or operational excellence initiatives</span></li>\n<li><span style=\"font-size: 10pt\">Fluent in Portuguese / Spanish</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Why Join RoomRaccoon?</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate.</span></li>\n<li><span style=\"font-size: 10pt\">Work with a dynamic, supportive team who values initiative, autonomy, and creativity.</span></li>\n<li><span style=\"font-size: 10pt\">Opportunity to grow into senior roles as we scale across markets and expand our product suite.</span></li>\n<li><span style=\"font-size: 10pt\">Regular team events, international exposure, and access to cutting-edge hospitality software.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Perks:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Mac environment</span></li>\n<li><span style=\"font-size: 10pt\">Performance bonuses </span></li>\n<li><span style=\"font-size: 10pt\">Employee Equity Scheme</span></li>\n<li><span style=\"font-size: 10pt\">Annual training budget</span></li>\n<li><span style=\"font-size: 10pt\">Annual Hotel experience </span></li>\n<li><span style=\"font-size: 10pt\">Birthday leave</span></li>\n<li><span style=\"font-size: 10pt\">Long service leave and bonuses</span></li>\n<li><span style=\"font-size: 10pt\">Quarterly team building budgets &amp; office massages</span></li>\n<li><span style=\"font-size: 10pt\">Friday lunches on us</span></li>\n<li><span style=\"font-size: 10pt\">Global Mobility</span></li>\n<li><span style=\"font-size: 10pt\">Hybrid model</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Our Core Values as defined by our Raccoons:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Accountability: owning decisions, follow-through and outcomes, from start to finish without blaming others when things go wrong. Showing up, owning your impact and standing tall. Progress starts with you.</span></li>\n<li><span style=\"font-size: 10pt\">Beat Yesterday: when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring.</span></li>\n<li><span style=\"font-size: 10pt\">Clock Speed: choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality.</span></li>\n<li><span style=\"font-size: 10pt\">Deal's a Deal: setting clear expectations, delivering on promises and being reliable for our customers and your teammates.</span></li>\n<li><span style=\"font-size: 10pt\">Empower Another: share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers.</span></li>\n</ul>",
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