Customer Support Lead

About Tumodo

Tumodo is building a modern, tech-enabled corporate travel solution designed for efficiency, automation, and superior client experience. As we scale in the DACH market, operational excellence becomes a key competitive advantage. We are now looking for a strong operational leader who not only builds structure and drives performance but actively works within daily operations alongside the team. This is not a purely strategic oversight role. This is a hands-on leadership position for someone who thrives in execution while building scalable structures.

About the Role

You are both player and coach. As Customer Support Lead – DACH, you own and actively lead Tumodo’s daily travel operations in the German-speaking market.

This role combines:

• Operational leadership
• Direct client handling
• Escalation ownership
• Process building
• Team development
• SLA and quality management
  

You will be deeply involved in daily bookings, complex cases, VIP itineraries, and escalations while simultaneously building the operational backbone that supports Tumodo’s growth in DACH.

What You'll Do

Operational Ownership & Performance Management

• Own daily service delivery performance across DACH
• Monitor queues, SLA adherence, ticketing and response timelines, compliance to SOPs and internal policies
• Actively manage workload distribution and operational coverage, support the team during peak periods through effective workload management, prioritization or personal involvement
• Implement structured escalation frameworks
• Establish and track KPIs (service level, quality, productivity, error rate)
• Ensure operational continuity and coverage planning
• Oversee or take over the handling of complex corporate travel bookings (air, rail, hotel, car, ancillary) across the team
• Provide guidance and decision-making support for VIP, multi-leg, and high-sensitivity itineraries
• Manage critical or high-risk escalations and ensure timely resolution
• Maintain direct client contact when managerial involvement is required
• Ensure compliance with client travel policies, negotiated programs, and operational standards

Team Leadership & Capability Building

• Lead and mentor team of (Senior) Travel Consultants and Supervisors
• Provide hands-on coaching and quality feedback
• Support recruitment and onboarding of new team members
• Build a culture of accountability, ownership, and service excellence
• Develop internal knowledge-sharing routines and best practice frameworks
• As we grow, you help shape the next generation of Tumodo’s operations team

Process Design & Scalability

• Identify inefficiencies and bottlenecks in daily workflows
• Collaborate with Product & Tech to improve automation and system workflows
• Standardize SOPs across the DACH operation
• Reduce manual effort through structured improvements
• Ensure quality control mechanisms are embedded and measurable

Cross-Functional Collaboration

• Work closely with Sales and Account Management to support client retention and growth
• Provide operational input in commercial discussions
• Act as operational representative for DACH in leadership discussions
• Support strategic accounts with operational insights

What We're Looking For

You are a strong operator who:

• Has 7–10+ years in corporate travel (TMC or business travel environment) in Operations /Customer Support
• Has at least 3+ years leading a team in a hands-on capacity in Operations /Customer Support
• Is highly experienced with GDS systems (e.g. Sabre, Amadeus, Galileo)
• Has managed complex corporate travel accounts in DACH
• Is fluent in German (native level) and English
• Understands SLAs, service metrics, and productivity KPIs
• Is comfortable operating in a fast-paced, scale-up environment

You will:

• Build structure while supporting daily team work
• Influence product improvements
• Help shape the operational DNA of the company
• Directly impact customer retention and expansion in DACH

What We Offer

• Market-competitive compensation and a permanent employment contract
• 30 days of annual leave
• Access to our coworking spaces in Berlin and Frankfurt am Main to support regular in-person collaboration
• Mobility support through a Germany-wide public transport ticket (Deutschlandticket)
• Company-supported pension plan with a 15% employer contribution on employee deferred compensation
• Monthly tax-free benefit of €50, which can be used privately and flexibly across various providers (e.g. Urban Sports membership, supermarkets, fuel cards, leisure activities, and hotels)
• Access to corporate benefits platforms with a wide range of discounts

At Tumodo, diversity, inclusion, and open collaboration are at our core. We believe that a team with different backgrounds, perspectives, and experiences drives both innovation and long-term success.

As an equal-opportunity employer, we welcome applicants from all walks of life and foster a respectful, supportive work environment where everyone can thrive.
For more information, please feel free to visit our website: https://tumodo.io/