Guest Experience Team Lead, Numa
Short-term rentals provider
Open for applications
Short-term rentals provider
201-500 employees
Open for applications
201-500 employees
Company mission
Stirring technology and taste together in the world’s greatest neighbourhoods, NUMA strives to create stays that are unashamedly original, and that match how people feel when they travel.
Role
Who you are
- Fluent in German (C1 or higher, ideally native) and English (C1 or higher), with certifications according to the European language standard
- Additional European language skills (e.g., Italian, Spanish, French) are a plus
- 8+ years of customer service experience and 5+ years in managerial roles with staff responsibilities
- Proven leadership in roles like Team Lead Customer Service or Team Leader 1st-Level
- Bonus: Apprenticeship or degree in communication sciences, economics, or related fields
- Nice to have: Verifiable qualifications in knowledge management, quality management, training, or project management
- Enthusiastic, results-driven, and committed to delivering customer service excellence
What the job involves
- We are looking for an experienced team leader for one of our young and very dynamic teams in the Guest Experience department
- You lead a team of up to 25 people independently with everything that goes with it and are not afraid to break new ground, open up an additional topic right and left and go the extra mile to grow with us - fast, often shirt-sleeved or hands-on, international and multi-cultural
- Pushing the boundaries of hospitality together with dedication and extreme ownership
- Independent disciplinary management of a team of up to 25 Guest Experience Agents
- KPI monitoring in accordance with company guidelines, including the derivation of solution approaches and potential improvements both at an individual level and for the entire organization
- Work with your team of up to 25 Guest Experience Agents on a daily basis to push guest satisfaction and customer experience topics to new heights as well as to constantly maximize the team's training standards, reason and dedication
- Constant review of individual knowledge standards including the derivation of solution approaches and potential improvements both at an individual level and for the entire organization
- Close daily exchange with the other managers at the level as well as the relevant stakeholders and teams in the company
Our take
While the short-term rentals market has exploded over the previous decade, led by AirBnb, no startup has managed to guarantee quality for consumers while delivering revenue to hotels and hosts alike. NUMA aims to fill that gap.
The company differentiates itself in the eyes of consumers, from competitors like Sonder, by including properties at all price points, as well as appealing to third-party hoteliers with its own tech stack solution for a percentage of revenue.
With its initial expansion hopes hindered by the pandemic, the company is now back to its focus on scaling across Europe. By growing its number of units, NUMA will be able to better serve ‘midstay’ customers who seek to stay for one month or longer in different cities, as well as catering to the new nomadic workforce.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
64% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2023
$59m
SERIES C
Feb 2022
$45m
LATE VC
Total funding: $130.2m
Company benefits
- Geographic flexibility
- Remote options & flexible hours
- Work from Home equipment
- Agile work environment with flat hierarchies
- Team events and retreats
- We want you to understand our product so upon your start, you’ll get to spend a night at your nearest numa stay!
Company values
- Training & Development - Cultivate talent and skills in roles that grow with you.
- Belonging & Culture - Whatever your background, you're welcome at numa.
- Innovation & Passion - Flex your brainpower with detail-oriented and innovative problem solving.
Company HQ
Government District, Berlin, Germany
Articles
Leadership
Inga Svinhufvud Laudiero
(Chief Creative Officer)After 9 years at Morgan Stanley in London, they embarked on a career change studying interior design at UAL, real estate at MIT, and co-founded a sustainable DTC fashion brand.
Dimitri Chandogin
(President)12 years of experience in Real Estate, Private Equity & Investment Banking. Built the private equity investment arm for JSCF Sistema in Europe. Founder of DOC+, Russia's leading digital healthcare-science provider.
Christian Gaiser
(CEO)Founder and former CEO of kaufDA, a leading drive to store platform, that was later named Bonial Group and sold to Axel Springer.
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