Senior Guest Experience - Team lead (m/f/d)

Posted Sep 15

ABOUT NUMA

Hey there! We’re Numa, a forward-thinking hospitality brand redefining how people discover cities. We create spaces where simplicity meets innovation, offering thoughtfully designed rooms, studios, and apartments in the heart of Europe’s most vibrant neighbourhoods.

We’re not just transforming the guest experience—we’re revolutionizing the hospitality industry from the inside out. Our cutting-edge technology streamlines operations, delivering unparalleled value with no hidden fees—just real, quality experiences.

At Numa, we believe that travel should be curious and authentic, and we bring those same values to our work culture. As part of our team, you’ll experience a dynamic and supportive environment where creativity thrives, and your contributions make a real impact. We’re committed to fostering a diverse, inclusive, and equitable workplace where every voice is valued, and different perspectives fuel our innovation.

ABOUT THE ROLE

In this vital role you are responsible for the overall performance and management of our Senior Guest Experience team. This team handles the most complex guest requests and issues and sets the standard for our guest obsession value at Numa. You will play a pivotal role in ensuring operational excellence and the highest levels of guest satisfaction.This is an opportunity to drive impactful change in a fast-paced, performance-driven environment at a tech-driven scale up where your immediate challenge will be structuring, professionalising and setting the foundations for scalability. You will report to the Head of Guest Experience.

This role is based in Berlin with a hybrid working model!

Key Responsibilities:

  • Leadership and Performance Management:
  1. Lead and motivate a diverse and fully remote team of Senior Guest Experience Agents (10 FTE and growing) to surpass performance targets and KPIs.
  2. Ensure the team demonstrates extreme professionalism and empathy with focus on boosting guest satisfaction.
  3. Develop team members through ongoing training in collaboration with our Training Team.
  4. Recruit and manage team members effectively.
  • Guest Satisfaction:
  1. Improve guest satisfaction by providing exceptional service within your team and resolving escalated issues effectively and showing high levels of guest obsession.
  2. Continuously work on improving service excellence in a hyper-growth environment.
  • Operational Efficiency:
  1. Confidently utilise data to drive process improvements leading to streamlined workflows.
  2. Focus on boosting productivity and efficiency within the team, setting the foundations for scalability.
  3. Investigate and address key guest issues finding preventative solutions.
  • Cross-Functional Collaboration:
  1. Collaborate closely with GX Leadership, Product, and other departments to enhance our overall guest experience.
  2. Work in tandem with the Operations teams on the ground to ensure excellence for our in-house guests and successful launches of new properties.

ABOUT YOU 

  • Completed a Bachelor/Master’s degree in Business Administration, Management, Communication, or any related field
  • Minimum 3-5 years of experience in a customer support role, with a min of 2 years leadership experience
  • Experience in a start-up/scale-up environment
  • Proficient in data-driven decision-making and familiar with customer service KPIs
  • Ability to balance a demanding performance-driven environment and employee motivation
  • Exhibit adaptability and flexibility to drive change and innovation effectively
  • Outstanding verbal and written communication and presentation skills
  • Work well under pressure and in a structured manner
  • Able to understand and collaborate with multiple internal stakeholders and departments
  • Experience in effectively and empathetically resolving complex issues
  • Above-average multitasking skills
  • Fluent in English (any additional language is a plus) 

ABOUT OUR OFFER

  • Empower your career: Thrive in a fast-paced, collaborative environment where your ideas help shape our future. Enjoy opportunities for professional growth and build a fulfilling career path.
  • Experience our brand: Immerse yourself in the Numa lifestyle with a complimentary stay. Share the love with friends and family through exclusive discounts on our stylish apartments. Connect with a global community of colleagues at our inspiring team-building events.
  • Employee Benefits Platform: Enjoy flexible spending with our monthly topped-up benefit platform, redeemable at various shops, restaurants and more across Europe. 

Numa values the diversity of the people it hires and serves. Diversity at our company means fostering a workplace in which individual differences are recognised, appreciated, respected and responded to in ways that fully develop and utilise each person’s talents and strengths. We therefore welcome applications from people of all races, ethnicities, disability statuses, ages, religions, gender identities, and sexual orientations.

For more information on the processing of your personal data, please see our Privacy Notice.