Service Center Team Lead (m/f/x)

As of 01.11.2023 – full-time – 10179 Berlin, Germany


As Europe's largest Hostel chain a&o is simple, diverse and always with a smile. We push our mission "everyone can travel" through affordable prices and constant growth. By 2025, the company wants to be the first European hostel chain to be CO2 net zero - reducing its own ecological footprint to a minimum and offsetting the rest.
Since its foundation, a&o Hostels has seen itself as an employer whose teams are formed regardless of origin, gender, sexual orientation, religion or ethnicity.

To support our Service Centre Team at the a&o Head Office Berlin, we are looking for you - Service Centre Team Leader (m/f/x).

We also welcome applications as Call Center Team Leader, Call Center Supervisor.


  • You efficiently answer enquiries from our guests, partners, receptions and team members, both in writing and by phone.
  • You keep an eye on and ensure that our department-specific KPIs stay on track.
  • You introduce new team members to the Service Centre and help them get started.
  • You help train our Service Centre agents so they can do their best.
  • You take care of the reporting and documentation of important processes.
  • You handle qualified 2nd level support requests to ensure that our guests and partners receive the best possible service.



  • Your warm and friendly demeanour is of great importance to us.
  • You are willing to work 24/7 in shifts, including weekends and public holidays.
  • Your way of working is characterised by independence, diligence and commitment.
  • You have experience in dealing with customers and guests.
  • You have knowledge of inbound call centre, workflow management and real-time data analysis across a variety of communication channels, both traditional and social media driven. You are also experienced in working with teams in two different locations.
  • You are proficient in German and English at a minimum B2 level and have very good, polite and customer-focused interpersonal skills.
  • Knowledge of one of the following languages as a third language would be an advantage, but is not a requirement: Dutch, Czech, Danish, Polish, Italian, Hungarian or Albanian.
  • You think in a problem-solving way, also in a dynamic working environment.
  • You have the ability to communicate effectively, confidently and purposefully in different situations and with different characters.
  • You can set priorities for yourself as well as for our team.
  • You always keep an eye on our operational area.
  • Experience with ASSD, Novomind iAgent or Confluence is an advantage, but not a prerequisite.



  • Staff members stay for 1 Euro in all a&o hostels
  • attractive corporate benefits such as discounted leisure activities and events
  • subsidized language courses
  • Subsidized company pension scheme
  • 100% coverage of your public transport costs (job ticket)
  • support for your further education in the form of various trainings
  • Of course we provide drinks, fruit and vegetables on a daily basis
  • Seniority bonuses in the form of cash bonuses and additional vacation days
  • room for the implementation of own ideas
  • Short decision-making processes and open communication


Are you the good-humoured, service-oriented and hospitable person we are looking for?
We are very happy to receive your application (resume, cover letter, desired salary, earliest possibly starting-date).

Apply now!


Susanne Repscher
Head of Service Center