B2C Partner Support Manager (all genders)

Distribusion is the world’s leading ground transportation marketplace and gives travelers seamless access to ground transportation online, from search to ticket purchase. We have built a cutting-edge B2B technology platform that connects bus, rail, and ferry operators in 70+ countries with the biggest online retailers, including Google Maps and Booking.com.

We are shaping the future of travel and building the largest global network of transport providers and retailers. We are one of the fastest growing startups in travel, backed by leading venture capital investors including TQ Ventures, Lightrock, Creandum, and Northzone, and are headquartered in Berlin, Germany. Following our recent $80m Series C funding, we are ready to push beyond.

We are looking for a collaborative and motivated individual to establish a B2C customer support function from the ground up. This is an exciting opportunity to design, implement, and manage an innovative support system powered by AI, with a strong focus on creating exceptional customer experiences. You will oversee the entire process, from defining workflows to managing operations, and play a key role in shaping Distribusion’s B2C customer support.

What you will do:

• Develop and implement B2C support processes to create a seamless customer experience.

• Ensure SLAs for response and resolution times are achieved.

• Guide the development of our Help Centre, AI Chatbot, Call Centre, Live Chat, and Email Support systems.

• Continuously improve support tools and strategies to enhance efficiency and customer satisfaction.

Who you are:

• You are motivated by curiosity and enjoy working collaboratively.

• You thrive in dynamic environments and adapt quickly to new challenges.

• You excel at identifying and solving problems with creativity and thoughtfulness.

• You have experience with AI and support tools or are eager to learn independently.

• You have at least 4 years of experience in operations, customer process improvement, or 2 years of experience in consultancy.

• You are fluent in English, both verbal and written.

• You value teamwork and are excited about building meaningful solutions that make an impact.

What you can expect:

• You will join a fast-paced travel tech company and take on a rapidly growing industry.

• You will take on ownership and responsibility from day one and have a direct impact on the success of the company.

• We value agility! We’re constantly updating our tech stack and offer the best possible tools to ensure all of our in-house engineers, partners, and carriers benefit from cutting-edge, efficient solutions.

• You will work with global companies. Our product attracts the biggest names in travel technology, such as Booking.com, and Google Maps, and national carriers like Amtrak, Deutsche Bahn, Renfe, and SNCF.

• You will join an international team of talented and driven people with a clear mission. Expect your colleagues to inspire, support, and challenge you every day!

• We offer flexible and remote working conditions, relocation opportunities, and career growth in a small and developing company.
  
  

Our hiring process for this role:

Your Talent Partner (TP) and point of contact is Annisa Dyah Rachmawati, and the Hiring Manager (HM) is Robert Powell.
For any queries, please contact your Talent Partner at (talent@distribusion.com).

Do you want to work in an advanced tech environment and have an impact on millions of travelers around the globe? Come join us!