.Holidu is one of the fastest-growing travel tech companies worldwide. With more than $100M in funding to date and an international team of travel and technology enthusiasts, our mission is to finally make the search and booking of vacation rentals easy. With our search engine for vacation rentals Holidu, we help travelers book the ideal accommodation for the lowest price, and through our software-and-service solution Bookiply, we also support vacation rental owners in multiplying their bookings with less work. Do you want to have an impact on millions of travelers worldwide? Then pack your bag, hop on board and get ready for takeoff!Your future teamOur customer happiness team is responsible for winning customers back when things go wrong with a quick, fair and personable service. We manage a large customer support operation across multiple countries and languages, supporting hosts, guests, and channel partners like Booking.Com and AirBnB. We are united by an ambition to bring the best experience to our > 100 million users each year. The core team is spread across Germany and Spain and enjoys spending time together, sharing food and doing fun team events.Your role in this journeyWe are seeking a passionate, experienced and action-orientated Team Lead to build and manage our content management and training operations in customer support. We prefer a bias for action and experimentation over perfection. As a company with high growth, seasonality and complexity, this senior leadership role involves motivating a team of content managers and being a key partner and advisor to the Head of Support. The goals of the role are:1. Team Leadership: Lead, mentor, and manage a team of content managers fostering a high-performance team culture.2. Content Management:1. Guidance: Ensure that our customer advisors have comprehensive, clear and concise guidance to help answer customer inquiries.2. New Policy and Update Management: Ensure and track that the team remains up-to-date on all new content additions and changes over time.3. CSAT & Policy Improvement: Identify areas of customer pain and collaborate across teams to drive policy improvements.3. Operations Management:1. Backoffice and Backlog Management: Evaluate bottlenecks in back office teams such as tech support, finance etc. and drive workflow improvements to ensure that advisors and customers get their issues resolved quicker.2. Tooling: Work with our Tools teams to help improve ticket management and configurations to reduce administration and improve productivity.4. Support Automation:1. Voice of Customer: Collaborate with our AI & Automation teams to reduce the need for human support via chatbots, FAQs, auto-forwarding and other opportunities where we can increase self-service. Also help our product team with insights on where we can reduce the need for support via UX improvements