Customer Service Content Team Lead (all genders)

We 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:

• Team Leadership: Lead, mentor, and manage a team of content managers fostering a high-performance team culture

• Content Management:

  • Guidance: Ensure that our customer advisors have comprehensive, clear and concise guidance to help answers customer inquiries

  • New Policy and Update Management: Ensure and track that the team remains up-to-date on all new content additions and changes over time

  • CSAT & Policy Improvement: identify areas of customer pain and collaborate across teams to drive policy improvements

• Operations Management:

  • 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 - for example batching and bulk solving

  • Tooling: Work with our Tools teams to help improve ticket management and configurations to reduce administration and improve productivity

• Support Automation

  • 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.

• Experience: 5+ years in content management in customer support teams, or a related field, with at least 2+ years in a leadership role.

• Project management: Experience working on development and delivery of projects and targets on a quarterly and annual basis.

• Skills: Strong writing and editing skills, with an ability to simplify complex information.

• Tools: Proficiency with content management systems (CMS) and knowledge bases.

• Analytical Mindset: Comfortable with data and experience using data to inform content strategies and decision-making.

• Communication: Exceptional verbal and written communication skills, with the ability to influence stakeholders at all levels.

• Leadership: Demonstrated ability to inspire and manage a team to achieve measurable results.

• Have an impact on the millions of people using our product every month.
• Grow with responsibility from day 1 and develop yourself further through regular feedback, workshops and knowledge exchange.
• Use your personal development budget and 2 extra days off to enhance your professional skills by visiting conferences, buying books, attending courses and more.
• Connect and have fun with international, diverse and yet like-minded people at work, regular events and 2 office days per week with your team.
• Get to know the world with the opportunity to work from other local offices for up to 8 weeks per year.
• Go traveling for 23 vacation days + the possibility to take up to 10 unpaid vacation days with interesting discounts on our Holidu Homes.
• Get a sneak peek at the adventure that awaits you on Instagram @lifeatholidu.

Apply online on our career page! Your first travel contact will be Lena from HR.

We champion diversity in every aspect of life. We encourage applications from all genders, corners of the world and individual backgrounds. Please feel welcome to submit your application without a photo and details on your gender, date of birth, marital status and nationality. If you have a disability or special need that requires accommodation, please let us know.

Málaga, Spain