About the role

This is a pivotal leadership role as we scale our DACH market operations. You'll lead a team of 7-11 Customer Support Analysts, driving productivity improvements and ensuring exceptional customer experience for our second-largest market by volume. As we launch live chat capabilities and expand our German-speaking customer base, you'll be the strategic point of contact for market performance and the voice of our customers within Mews.

Your mission, should you choose to accept it:

• Lead and develop a team of Customer Support Analysts through coaching, 1:1s, and performance management
• Drive scalability and productivity improvements across the DACH support operations
• Own escalation handling and serve as the primary point of contact for complex customer issues
• Collaborate with cross-functional teams to implement process improvements and new initiatives
• Monitor and analyze support KPIs (CSAT, NPS, r...