Customer Success Manager

About the Company

Tourlane is a tech company dedicated to creating the best travel experiences. We offer fully personalized trips to over 35 destinations worldwide, aiming to become Europe's leading travel company by helping customers discover the world and create lasting memories.

Responsibilities

• Act as the primary contact after a trip booking to ensure a smooth customer experience
• Independently inform and advise customers regarding changes in their travel plans
• Identify potential challenges early to avoid escalations and resolve concerns through proactive measures
• Take responsibility for individual performance and booking KPIs
• Handle customer inquiries professionally and with high engagement

Requirements

• Experience in customer service via telephone and email
• Proficiency in using service software tools
• Excellent German and good English skills (written and spoken)
• Primary residence in Germany
• Strong organizational skills and ability to manage multiple customers simultaneously
• Solution-oriented mindset and strong communication skills
• Ability to remain calm and focused in stressful situations

Preferred Qualifications

• A passion for travel and commitment to perfect customer service
• Proven ability to work independently and take ownership of tasks