Back to all jobs

Team Lead Customer Service (Member Relations)

Permanent employee

Munich
Full-time
About us
https://inassets1-internationsgmbh.netdna-ssl.com/static/bundles/internationsabout/frontend/images/career-1280.jpg

At InterNations, we’re dedicated to making expat life a great experience! With about 3 million members in 390 cities around the world, regular local events, interest-based groups, and useful information, InterNations is the biggest global network for people who live and work abroad. What started as an idea over ten years ago is now changing the lives of expats and global minds around the world each and every day. With a team from over 30 countries, we believe in the benefits of international experience, cultural exchange, and the power of bringing people together. Together we’re constantly growing and learning, coming up with new ways for our members to feel more at home, meet other international people, and enjoy their stay abroad.

We offer:
  • a growing, dynamic company with an international team
  • a friendly atmosphere and the space to pursue your ideas
  • regular workshops about work-related topics and soft skills
  • independent projects and training sessions for interns
  • weekly team breakfasts, fresh fruit, and regular team events

Are you the right one for our team?
Then send us your application (CV and cover letter) today!
About the Role
Our Member Relations Team (Customer Service) ensures the ongoing satisfaction of our growing member base. Providing customer-oriented support, enforcing quality-assurance measures, and maintaining our forums are key factors for the success of InterNations. As Team Lead Member Relations, you will be responsible for developing and leading our Member Relations Team. Your team comprises of nine Member Relations Managers who support our 3 million members worldwide and ensure InterNations remains a community of trust. Your role would require you to provide your team with expert support, advice, and direction. You will develop our customer service, optimize workflows, and evaluate measures to ensure constant growth and success.

As a Team Lead Member Relations, you will:
  • take responsibility for the customer service at InterNations, support our members worldwide, maintain a high level of customer satisfaction and quality on our platform
  • lead regular team training sessions to ensure a consistent and high-quality member registration process and level of customer service
  • develop strategies and evaluation methods to develop the team and enhance work results
  • assist members in case of technical difficulties, payment issues, complaints, and questions
  • take responsibility for problem solving, crisis, and conflict management
  • collect and provide our Product and IT Departments with member feedback to improve the usability of our website and services
  • work closely with other Community Management Team Leads and the Product Team on projects, developing work processes, and aiding the overall growth and development of the company
  • lead the recruitment process of team members, conduct performance reviews and feedback sessions with your team members, and offer development opportunities
  • report directly to the Head of Community Management
You meet the following requirements:
  • a minimum of three years’ experience as a team lead, ideally in customer service, support, or community management in the online sector with web platforms and social communities
  • university qualification in business administration, communication, or a similar field
  • a natural leader with a motivational personality and profound intercultural competencies, strong communication skills, assertiveness, reliability, and a high stress threshold
  • ability to work conceptually and analytically and offer solutions to day-to-day issues
  • hands-on mentality with an operational focus and a passion for customer care
  • ideally first experiences in dealing with fraud and user violations
  • excellent written and spoken English (additional languages are a plus)

Your Application to InterNations

Thank you for considering employment opportunities at InterNations. Please fill out the following form. In case you are experiencing problems with the document upload, email your CV and cover letter to internations-jobs@m.personio.de.

Please upload any documents that you want to include with your application. CV and cover letter are required.
Click to select multiple files or use drag-and-drop