Junior Customer Support Manager (German Speaking)

TrustYou is a leading AI-driven hospitality platform dedicated to transforming guest experiences and empowering businesses to thrive. With a multicultural team of over 120 professionals working remotely across the globe, we are on a mission to help companies grow by achieving customer excellence. At TY, our culture continually evolves and is shaped by the people who work here. We embrace an open feedback culture, focusing on continuous improvement and customer excellence. Every team member's unique voice contributes to our collective success, fostering an environment where we test, learn, and improve together. Our products enable our customers to make guests happier, increase customer lifetime value and save unnecessary costs. Customer Experience Platform (CXP): AI-powered insights for exceptional guest experiences. Improve service quality based on surveys and reviews across the web, respond to all feedback with the help of AI, and market your reputation. Customer Data Platform (CDP): AI-powered customer data management for more direct bookings. Merge and master customer data, manage consent, and transform insights into effective marketing, personalized journeys, and higher lifetime value. AI Agents: Intelligent, always-on agents that boost productivity and reduce operational costs. Available 24/7, they provide instant, personalized recommendations, answer inquiries, and optimize direct booking conversions. Learn more about TrustYou at www.trustyou.com If you share our passion for customer happiness and believe in the power to make an impact, you're in the right place. Join us in our mission to revolutionize the hospitality industry through innovation and excellence.

Position: Junior Customer Support Manager (German Speaking) Location of the role: Cluj Napoca (Hybrid) As a Junior Customer Support Manager (DE), you are the expert voice behind the screen. You love the art of a well-crafted email and the energy of a live webinar. This isn’t a traditional call center: you will focus on high-quality, written resolutions and digital education, ensuring our German or French-speaking clients can navigate our products with total confidence.

Mastering the Inbox: Handling a high volume of support requests via email and chat with precision and speed. (Note: There are no inbound phone calls—your focus is on high-quality written communication). Hosting Expert Webinars: Leading virtual, group training sessions and webinars for our global clients (such as Accor) to drive product adoption and success. Creating Digital Resources: Identifying common questions from your tickets to help build our video library and FAQ section, making it easier for clients to self-serve. Communicating Across Borders: Fluently translating client needs into actionable insights for our product and account teams in English and German. Maintaining Platform Accuracy: Assisting with occasional account configurations and property setups to ensure our clients’ data remains seamless.

Linguistic Excellence: C1-level fluency in English PLUS German. Exceptional Writing Skills: You can explain complex technical concepts in a way that feels simple, warm, and professional over email. Experience: At least 1 year in a Customer Support or Client Success role, ideally within a SaaS environment. On-Camera Confidence: You are comfortable hosting webinars and presenting to groups in a virtual environment.

A solution-oriented mindset—you enjoy the "detective work" involved in diagnosing a ticket. Experience with webinar tools (like Zoom, GoToWebinar, or Google Meet). The ability to stay organized and productive in a high-volume, remote-first workflow.

Working in a global, diverse, and collaborative team. Flexible working hours that allows you the freedom to shape your work-life. Remote-friendly environment. On-going career development, training, and coaching. Six days for learning & development. Celebrate in style at our team events (in-person and virtually). Social benefits and perks based on location.

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