Customer Support Team Manager - Onboarding & Customer Support

<p><span><strong>About VISIT</strong> </span></p><p><span>VISIT is a destination tech platform that brings together everything hospitality and experience operators need to be efficient, profitable, and to create guest experiences no one else can. </span></p><p><span>Our products empower operators across Europe and beyond — from booking and distribution to payments, operations, and guest experience. </span></p><p></p><p><span><strong>About the Role</strong></span></p><p><span>As Customer Support Team Manager – Onboarding &amp; Customer Support for BookVisit, you lead and develop a team of Solution Specialists while remaining hands-on in onboarding and customer support operations. The role sits within the Support &amp; Onboarding organization and is critical to ensuring high-quality delivery, customer satisfaction, and continuous improvement. Your work directly impacts how successfully hotel and lodging customers adopt and benefit from the BookVisit platform.</span><br/><br/><span><em>This is a fixed-term position for approximately one year, covering a maternity leave, with the possibility of extension.</em></span></p><p><br/><span><strong>What You Will Do</strong></span></p><ul><li><p><span>Lead, coach, and develop a team of Solution Specialists across onboarding and customer support, setting clear goals and performance standards</span></p></li><li><p><span>Own and continuously improve the end-to-end onboarding process to ensure a structured, scalable, and high-quality customer experience</span></p></li><li><p><span>Act as the primary escalation point for complex or sensitive customer cases, stepping in directly when needed</span></p></li><li><p><span>Drive high-quality customer support by staying hands-on with onboarding activities and support cases</span></p></li><li><p><span>Monitor onboarding performance and customer satisfaction, identifying patterns and improvement opportunities</span></p></li><li><p><span>Collaborate with Product, Engineering, Sales, and Customer Success teams to address recurring issues and reduce support volume over time</span></p></li><li><p><span>Foster a collaborative, high-performing team culture aligned with VISIT’s values and ways of working</span></p></li></ul><p><br/><strong>Who You Are</strong></p><ul><li><p><span>Minimum 3 years of experience in a customer support, onboarding, or similar client-facing role, preferably within SaaS or the hospitality industry</span></p></li><li><p><span>Strong understanding of hotel and lodging operations, including booking, front desk, and guest service workflows</span></p></li><li><p><span>Experience working in SaaS environments, with the ability to troubleshoot cloud-based applications and software issues</span></p></li><li><p><span>Strong verbal and written communication skills in English and Scandinavian languages</span></p></li><li><p><span>A service-minded, solution-oriented approach with strong attention to detail and a proactive mindset</span></p></li><li><p><span>Experience with property management systems (PMS), booking engines, channel managers, or similar hospitality technology is an advantage</span></p></li><li><p><span>English proficiency, minimum B1 level, is required for this role.</span></p></li></ul><p><br/><span><strong>Why VISIT?</strong></span></p><p><span>At VISIT, we value a unique blend of professionalism, curiosity, and passion. We look for people who combine confidence with humility, enjoy solving complex challenges, and are motivated by building sustainable, future-proof solutions for the travel industry.</span></p><p><span>What you can expect:<br/>– A culture that supports learning, collaboration, and continuous improvement<br/>– An international environment with colleagues across more than 10 countries<br/>– Work that directly contributes to better experiences for operators, partners, and guests<br/>– A company that strives to be reliable, helpful, and constantly improving — with grit and a smile on our faces</span></p><p><br/><span><strong>Location &amp; Ways of Working</strong></span></p><p><span>– Hybrid<br/>– Primary office location Gothenburg<br/>– Collaboration with international colleagues is part of the role.</span></p><p></p><p><span> </span></p><p><span><strong>Interested?</strong> </span></p><p><span>We’d love to hear from you!</span><br/><span>Apply now and join us in building the future of destination tech together. </span></p><p></p><p><span> </span></p><p><span><strong>About VISIT</strong> </span></p><p><span>VISIT is a destination tech platform that brings together everything hospitality and experience operators need to be efficient, profitable, and to create guest experiences no one else can. </span><span><br/></span><span> </span><span><br/></span><span>Founded in 1999 and headquartered in Gothenburg, Sweden, VIST Group has grown into a team of 350+ employees across more than 10 countries. We describe ourselves as reliable, helpful, and constantly improving — with grit and a smile on our faces. </span></p>