Customer Support Manager - DACH

Location: Germany

Can you help us change the world?

It's true. At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, 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...

About the role

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:

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, resolution times) to drive continuous improvement

* Support the rollout of live chat capabilities and other customer experience enhancements

️ You'll be a great fit if you bring a few of the below with you:

* 3+ years of proven experience leading customer support or customer success teams

* Native/fluent German and professional English proficiency

* Experience with customer service software, databases, and KPI management

* Background in hospitality, PMS systems, or SaaS environments (strongly preferred)

* Strong leadership skills with experience in coaching, performance management, and team development

* Analytical mindset with ability to use data to drive operational improvements

What's in it for you?

Did you know Mews was named Best PMS of 2025 - for the second year in a row - and twice recognized as a Best Place to Work in Hotel Tech?

That success is powered by our incredible people and supported by the benefits that help them thrive.

Global benefits

No matter where you're based, you'll enjoy:

* 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 (yes, really)

* Work from anywhere - enjoy the flexibility to 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 in available)

Local benefits

We also tailor benefits 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.

Who is Mews?

We want to get to know you, so it's only fair we tell you a little bit about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests.

Since the beginning, Mews…