Customer Support Team Lead
Department: Customer Support
Location: Lisbon
Contract Type: Permanent
Language Requirements: English, Portuguese, Spanish
About RoomRaccoon:
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.
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.
Your North Star:
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.
Your performance will therefore be measured on maintaining a Green Team Performance Framework score.
Key Responsibilities:
Team Management, QA & Coaching
- Onboard and train new and existing team members and equip them to thrive when performing all aspects of their role
- Assess the contact points completed by your CSCs using our quality assurance framework to identify performance gaps and trends
- Coach team members by providing performance feedback on a regular basis and equip them with effective strategies to enhance their performance
- Develop team members and nurture top talent and succession, guided by our internal stripe framework
- Report on daily & weekly engagement metrics with a goal to achieve team targets for customer satisfaction and issue resolution.
Retention and Service Recovery
- Account for the delivery, quality, and consistency of support provided to customers across all support channels
- Maintain strong product, process, and systems knowledge to effectively diagnose, resolve, and escalate service failures
- 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
- Identify support-related churn risks and partner with relevant stakeholders to implement service recovery actions
- Review customer escalations and complaints to identify root causes, trends, and opportunities to improve the overall customer experience
- Act as an escalation point for complex customer situations, ensuring timely resolution and effective communication
Adherence and Improvement
- 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
- Monitor and manage adherence, productivity, and operational discipline across the team
- Adhere to all internal policies and SOPs and ensure your team is up-to-date with policy changes and applying them consistently
- Identify continuous improvement opportunities with a goal to enhance the hotelier experience, increase team efficiency, and achieve process excellence
- Use performance data and customer insights to drive improvements in team effectiveness and service delivery
- Present team metrics, performance updates, business priorities, and acknowledgements in weekly meetings
- Partner with cross-functional teams to highlight recurring customer pain points and contribute to business-wide improvement initiatives
Required Skills & Experience
- 4+ years experience in Customer Support, Customer Success, Service Operations, or a similar customer-facing environment
- Previous experience leading, coaching, mentoring, or managing individuals or teams
- Proven ability to use data and performance metrics to drive results
- Experience managing customer escalations and service recovery
- Strong communication, stakeholder management, and problem-solving skills
- Comfortable providing feedback, managing underperformance, and driving accountability
- Professional fluency in English, both written and verbal
Nice-to-Have
- Experience in SaaS, Hospitality Technology, or Hospitality environments
- Experience working in a scale-up or high-growth company
- Experience recruiting, onboarding, and developing team members
- Experience driving process improvement or operational excellence initiatives
- Fluent in Portuguese / Spanish
Why Join RoomRaccoon?
- Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate.
- Work with a dynamic, supportive team who values initiative, autonomy, and creativity.
- Opportunity to grow into senior roles as we scale across markets and expand our product suite.
- Regular team events, international exposure, and access to cutting-edge hospitality software.
Perks:
- Mac environment
- Performance bonuses
- Employee Equity Scheme
- Annual training budget
- Annual Hotel experience
- Birthday leave
- Long service leave and bonuses
- Quarterly team building budgets & office massages
- Friday lunches on us
- Global Mobility
- Hybrid model
Our Core Values as defined by our Raccoons:
- 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.
- Beat Yesterday: when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring.
- Clock Speed: choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality.
- Deal's a Deal: setting clear expectations, delivering on promises and being reliable for our customers and your teammates.
- Empower Another: share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers.
