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Head of Customer Operations (f/m/d)

Full time, Cologne/remote, Customer Success

About us:

We are Homelike, a young and dynamic prop-tech start-up and the largest furnished apartment platform in Europe. Homelike leverages cutting edge technology to provide a best-in-class booking experience for travelers seeking high-quality accommodation for 30 nights or more. With over 85,000+ high-quality apartments in 450+ cities, Homelike offers one of the largest portfolios of furnished apartments for travelers in Europe and we are expanding continuously into new countries.

We’ve raised over $20M from leading VCs such as Spark Capital and Cherry Ventures. Our business has seen double digit growth in 2021 due to the increase of people looking to relocate and work remotely. We have offices in Barcelona, London, Paris and Cologne and were recently voted by Tech5 as one of the β€œhottest start-ups” in Germany!


As our Head of Customer Operations you are responsible for driving our customer success and operations teams to the next level to pursue our ambitious global growth strategy. Does this sound like your next challenge? Then we are happy to get in touch with you!


How you are part of our success story:

  • You take over the ownership for our global reservation management, as well as our global customer service (B2B and B2C in all countries) 
  • Develop a great service experience for all customer groups (individual travellers, corporates, B2B-suppliers) in the reservation-management and after-sales process
  • Further develop inbound sales-operations  as well as our customer-centric mind-set
  • Establish better structures and standardized rules for solving-tickets in our customer care team 
  • Provide KPIs about day-to-day-business to C-Level (Co-Founder and COO)
  • Identify lacks in workflows and key processes in daily operations and improve further to drive conversion rate, GMV growth and efficiency 
  • Setting up and analyzing reports regularly to further improve inbound- sales and support activities
  • Optimize organizational structures of the customer-operation teams and become ready to enter international destination markets (e.g.) in other time zones  
  • Build strong relationships with other adjacent departments such as B2B Sales, Supply, Product, Marketing etc. to be able to improve the business further
  • Analysis and tracking of all adjacent data and metrics

​What you need to convince us:

  • You’re data driven and have an aptitude for problem solving (no decisions without proper data support)
  • Extended skills in lean management and process optimization
  • Experience in change management, implementing new customer service strategies and implementing related performance metrics (i.e. CSAT)
  • Experience in sales-operations or sales-oriented customer service environments 
  • Excellent customer-centric thinking and proven skill of analyzing customer needs 
  • Extensive experience in leading larger international teams incl. strong track record in hiring, onboarding, training and people development 
  • Demonstrated experience setting, monitoring and meeting quarterly and annual goals
  • Strong technical understanding of data-analysis and database-management (ie. SQL, BigQuery, MS access etc) 
  • High willingness to learn and commitment (hands-on mentality)
  • Entrepreneurial spirit and self-reliant way of working

Basic Qualifications:

  • Bachelor’s or master’s degree in business administration and/or company’s industry
  • 5-8 years of managerial experience in IT, Internet, Tech, Logistics, Travel etc.
  • Very good written and spoken German and English

What you can expect from your Homelike journey:

  • Be Entrepreneurial: You can have a huge impact on our product and help disrupt a high growth 160bn mid-term rental market while bringing in your own ideas 
  • Leadership: You are part part of our Senior Management Team and shape the future of Homelike while you get a high level of ownership, responsibility and autonomy
  • International Environment: Work together with a highly motivated, international Talent Team from 3 different offices and +25 different nationalities 
  • Growth & Responsibility: We support your personal development & reaching your career goals in a flat hierarchy surrounding
  • Flexible Working: We offer a modern working environment with trusted working hours and a flexible working remote policy allowing you to work from home/remote or from our wonderful office location in the center of Cologne
  • Relocation: We offer support for our international talents in relocation, visa & work permit costs & questions

Sounds great? It is! So what are you waiting for?

Why are especially YOU a good fit for Homelike?

We are no fans of long cover letters, so please send us your answer to this question, your CV as well as your possible starting date & your salary expectations to career@thehomelike.com

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Your contact: Lea FrΓΆning

What are you waiting for? Apply now!

Please send your CV, cover letter (optional) as well as any other documents to career@thehomelike.com