Customer Support Team Manager - Onboarding & Customer Support

Customer Support Team Manager - Onboarding & Customer Support About VISIT 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. Our products empower operators across Europe and beyond — from booking and distribution to payments, operations, and guest experience. About the Role As Customer Support Team Manager – Onboarding & 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 & 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. This is a fixed-term position for approximately one year, covering a maternity leave, with the possibility of extension. What You Will Do Lead, coach, and develop a team of Solution Specialists across onboarding and customer support, setting clear goals and performance standards Own and continuously improve the end-to-end onboarding process to ensure a structured, scalable, and high-quality customer experience Act as the primary escalation point for complex or sensitive customer cases, stepping in directly when needed Drive high-quality customer support by staying hands-on with onboarding activities and support cases Monitor onboarding performance and customer satisfaction, identifying patterns and improvement opportunities Collaborate with Product, Engineering, Sales, and Customer Success teams to address recurring issues and reduce support volume over time Foster a collaborative, high-performing team culture aligned with VISIT’s values and ways of working Who You Are Minimum 3 years of experience in a customer support, onboarding, or similar client-facing role, preferably within SaaS or the hospitality industry Strong understanding of hotel and lodging operations, including booking, front desk, and guest service workflows Experience working in SaaS environments, with the ability to troubleshoot cloud-based applications and software issues Strong verbal and written communication skills in English and Scandinavian languages A service-minded, solution-oriented approach with strong attention to detail and a proactive mindset Experience with property management systems (PMS), booking engines, channel managers, or similar hospitality technology is an advantage English proficiency, minimum B1 level, is required for this role. Why VISIT? 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. What you can expect: – A culture that supports learning, collaboration, and continuous improvement – An international environment with colleagues across more than 10 countries – Work that directly contributes to better experiences for operators, partners, and guests – A company that strives to be reliable, helpful, and constantly improving — with grit and a smile on our faces Location & Ways of Working – Hybrid – Primary office location Gothenburg – Collaboration with international colleagues is part of the role. Interested? We’d love to hear from you! Apply now and join us in building the future of destination tech together. About VISIT 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. 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. Business unit Visit Group Role Customer Support Locations Gothenburg Remote status Hybrid Gothenburg Workplace & Culture 400 people strong, but warmth and personality are still how we get things done. We run on creativity, collaboration, and a shared appreciation for a good cup of coffee. About Visit Group VISIT is a platform that brings together everything hospitality, experience, and short-term rentals need to be efficient, profitable and make connections that deliver captivating guest experiences. Founded in 1999 Co-workers 350