The Company

In recent years, companies like Uber, Airbnb, Zoopla, and Just Eat have revolutionized the lifestyle industry and grown into multi-billion-dollar businesses. Our client has set out to shake up the independent accommodation sector by offering a cloud-based platform for "anyone who has rooms to sell and a story to tell."

Their main product aims to provide hoteliers and hosts with a convenient all-in-one solution that allows them to easily manage online bookings, guests, and travel agencies. Today, our client serves a customer base of 20,000 small, independent B&Bs, guesthouses, vacation rentals, and hotels that use their cloud-based platform daily to run their businesses.

Our client is regularly featured in the Times' Top 100 Tech Track Index, and their flagship product has received numerous prestigious awards since 2016, including the coveted Travolution Award for Best Technology and Expedia’s Global Innovation Award. The company also maintains strategic partnerships with Airbnb, Booking.com, and Expedia.

The Role

This is a key position focused on customer success. You will be responsible for training and onboarding new and existing customers for our software solution.
The onboarding process must be efficient and of the highest quality to ensure that new customers have a positive first experience.

Each Onboarding Specialist plays a crucial role in shaping how customers operate online and how effectively they can use our SaaS platform.
Ultimately, the goal is to ensure that our software delivers value that far exceeds customer expectations.

Responsibilities

• Take full ownership of each customer from initial training to online activation.
• Ensure that a property’s content and pricing are set up according to best practices to maximize performance on its own website and OTAs (Expedia, Booking.com, etc.) using our software.
• Troubleshoot technical implementation issues where possible; otherwise, escalate to technical support or the sales team.
• Collaborate with other team members to develop new training methods, additional customer resources, and documentation to support customer education (e.g., help guides, email templates, etc.).
• Maintain accurate records of all customer interactions and training sessions in Microsoft Dynamics CRM.

About You

• BA/BSc degree in Computer Science, Travel & Tourism, or equivalent.
• 3–5 years of experience in customer support/SaaS software support, solving issues via phone and live chat, or in an online training role for a software company.
• Native-level German, both spoken and written. Fluent English for internal use only.
• Outstanding customer service skills and a passion for a "Right First Time" service approach.
• Excellent problem-solving and analytical skills – proven experience in resolving technical issues.
• Strong verbal and written communication skills.
• Courtesy, professionalism, ability to remain calm under pressure, and self-motivation to achieve KPIs and targets.
• Ability to convey complex technical information in a simplified and easy-to-understand manner for a general audience.
• Quick adaptability to new technologies.
• Ability to manage shifting priorities based on business demands.
• Must be authorized to work in Germany.

The Company Offers

• Permanent contract, full-time.
• Hybrid work mode: 4 days per week from home and 1 day at the office in Düsseldorf.
• Combine success and fun in a great, diverse company culture with smart, dedicated people.

About us

Worldwiders is a global B2B-oriented recruitment company that specializes in executive search and specialist recruitment worldwide. Since our journey began in 2016, we have become the go-to partner for tailor-made recruitment solutions, connecting top talent with prestigious opportunities across the globe. With a proven track record of over 5000 successful placements and 400+ satisfied partners in 40+ countries, our expertise ensures that we match each talent and company with the best opportunities to drive career growth and organizational success.

To cater to specific markets and meet the diverse needs of industries and roles across the globe, we operate through a diverse portfolio of five specialized brands: Nordic Jobs Worldwide, Multilingual Jobs Worldwide, Asian Jobs Worldwide, IT Jobs Worldwide, and our dedicated Executive Search brand. Each brand is uniquely designed to focus on particular markets, ensuring comprehensive and customized recruitment solutions. Contact us today to explore how we can elevate your career or support your recruitment needs.