---
title: 'Customer Support Manager (German Speaking) at Trustyou'
canonical: 'https://feeny.ai/job/customer-support-manager-german-speaking-trustyou-cluj-napoca-p5fyeh9tvtb6'
type: 'job'
last_seen: '2026-09-08'
---

# Customer Support Manager (German Speaking) at Trustyou

- **Company:** Trustyou
- **Location:** Cluj-Napoca, Romania
- **Employment:** contract
- **Work type:** hybrid
- **Posted:** 2026-04-09
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/trustyou/989d423c-4b06-4c28-916c-f9db05ba47ad

## Job description

TrustYou is a leading AI-driven hospitality platform dedicated to transforming guest experiences and empowering businesses to thrive. With a multicultural team of over 120 professionals working remotely across the globe, we are on a mission to help companies grow by achieving customer excellence. At TY, our culture continually evolves and is shaped by the people who work here.  We embrace an open feedback culture, focusing on continuous improvement and customer excellence. Every team member's unique voice contributes to our collective success, fostering an environment where we test, learn, and improve together. Our products enable our customers to make guests happier, increase customer lifetime value and save unnecessary costs.

- Customer Experience Platform (CXP): AI-powered insights for exceptional guest experiences. Improve service quality based on surveys and reviews across the web, respond to all feedback with the help of AI, and market your reputation.
- Customer Data Platform (CDP): AI-powered customer data management for more direct bookings. Merge and master customer data, manage consent, and transform insights into effective marketing, personalized journeys, and higher lifetime value.
- AI Agents: Intelligent, always-on agents that boost productivity and reduce operational costs. Available 24/7, they provide instant, personalized recommendations, answer inquiries, and optimize direct booking conversions. Learn more about TrustYou at www.trustyou.com If you share our passion for customer happiness and believe in the power to make an impact, you're in the right place. Join us in our mission to revolutionize the hospitality industry through innovation and excellence. Position: Customer Support Manager (German Speaking) Location of the role: Cluj Napoca (Hybrid) As a Customer Support Manager (DE/EN),  you are a key partner for our German-speaking markets and global Key Accounts. You don't just solve tickets; you solve business challenges. You bridge the gap between our high-tech AI platform and the daily operations of major hotel groups. Whether you are crafting a precise technical email or leading a dedicated training session for a Key Account HQ, you act as a trusted specialist who ensures our clients achieve excellence.

In your role, you will make an impact by….

- Mastering the Inbox: Expertly handling a high volume of support requests via email and chat. You maintain our high standards for speed and precision without ever needing to pick up an inbound phone call.
- Leading High-Stakes Trainings: Going beyond standard webinars to host dedicated, client-specific training sessions for our most valued Key Accounts, tailoring the content to their unique goals.
- Owning Key Account Communication: Serving as a primary support contact for Key Account HQs, ensuring their technical needs are met and their feedback is integrated into our workflow.
- Optimizing the Journey: Proactively identifying gaps in our current workflows and contributing to process improvements that make our team faster and our clients happier.
- Creating Expert Content: Translating your front-line insights into FAQ articles and video tutorials that empower thousands of users to self-serve effectively.
- Cross-Functional Collaboration: Fluent translation of market-specific needs into actionable feedback for our Product and Sales teams in both English and German.

You are a perfect fit, if you have…

- Linguistic Excellence: Native or C1-level fluency in German PLUS English.
- Proven Experience: At least 2+ years in Customer Support or Client Success within a SaaS environment, with a track record of handling complex queries.
- Stakeholder Management: You are comfortable and professional when communicating with corporate HQ contacts and senior stakeholders.
- Exceptional Communication: You possess a high "written EQ"—you can deliver technical news or instructions in a way that is clear, professional, and warm.
- Presentation Authority: You are a confident public speaker who can lead engaging virtual sessions for large or high-profile groups.

You are ideally someone who has….

- A Process-Oriented Mindset: You naturally look for ways to do things better, not just faster.
- Technical Intuition: You enjoy the "detective work" of technical troubleshooting and can navigate platform configurations with ease.
- Hospitality Passion: You understand the unique pressures of the travel and hotel industry.

And most importantly, what's in it for you...

- Working in a global, diverse, and collaborative team.
- Flexible working hours that allows you the freedom to shape your work-life.
- Remote-friendly environment.
- On-going career development, training, and coaching.
- Six days for learning & development.
- Celebrate in style at our team events (in-person and virtually).
- Social benefits and perks based on location.

P.S. TrustYou is an equal-opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of gender, background, religion, orientation, age, or ability.

If you are excited about this opportunity, join us! We look forward to your application and getting to know you.

## About Trustyou

## Company Overview
- **One-liner**: TrustYou is an AI-first global hospitality platform that helps hotels and accommodations turn guest feedback, customer data, and automated interactions into revenue-generating opportunities.
- **Entity Type**: Private (Subsidiary of Recruit Holdings Co., Ltd.; previously funded with $5M in total venture funding)
- **Headquarters**: Munich, Germany (Schmellerstraße 9, 80337)
- **Founded**: 2008
- **Founders**: Benjamin Jost (Co-Founder & CEO)

## Core Business
- Primary industry/industries: Hospitality Technology (Hospitality AI, Guest Feedback, Customer Data)
- Target customers: Hotels, resorts, and accommodation providers of all sizes (B2B); serves 100k+ partners across 100+ countries
- Mission or purpose statement: "To help companies grow by achieving AI-driven customer excellence"

## Products & Services
- **Customer Experience Platform (CXP)** – AI-powered platform for managing guest reviews, surveys, and online reputation. Includes Sentiment AI, competitor benchmarking, and marketing tools. Starting at €75/property/month.
- **Customer Data Platform (CDP)** – Native CDP that aggregates data from PMS, surveys, and other sources to create unified guest profiles, enable audience segmentation, and power marketing automation. Starting at €350/property/month.
- **TrustYou Agent (AI Agent)** – Intelligent, always-on booking assistant that answers guest inquiries, offers personalized recommendations, and drives direct bookings. Starting at €99/property/month.
- **Response AI** – AI-assisted tool for generating personalized responses to guest reviews at scale.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (owned by Recruit Holdings Co., Ltd.)
- **Key Metric**: Annual revenue of approximately **$15M** (2025 estimate)
- **Total Funding**: $5M across 4 rounds (including a $5M Series A led by Omnes Capital in 2011, plus debt financing)
- **Notable Investors/Partners**: Recruit Holdings Co., Ltd. (parent company); Omnes Capital; operates in the United States, Singapore, Spain, Japan, and Romania
- **Growth Signals**: 10.4% YoY headcount growth (+14 people); 113 employees; operates in 6 countries with offices in Germany, US, Singapore, Spain, Japan, and Romania; platform aggregates data for 1M+ accommodations worldwide; 100k+ partners

## Competitive Advantages
- **First-mover in hospitality AI**: Pioneered online reputation management for hotels since 2008
- **Comprehensive platform**: CXP, CDP, and AI Agents work as an integrated suite, offering a rare all-in-one solution for guest data and experience
- **Deep industry specialization**: Purpose-built for hospitality, not a generic CRM or analytics tool
- **Parent company backing**: Part of Recruit Holdings, a major Japanese conglomerate, providing stability and resources
- **Global scale**: Operations in over 100 countries with a distributed, multicultural team speaking 25+ languages

## Strategic Focus
- **AI-first evolution**: Moving beyond reputation management to become the leading hospitality AI platform, with a strong push on their CDP and AI Agents
- **Direct booking optimization**: Helping hotels reduce reliance on OTAs (Online Travel Agencies) by driving direct bookings through AI agents and personalized marketing
- **Data unification**: Pioneering a native CDP that combines first-party data (PMS, surveys) with public data for a single guest view
- **Test-and-learn culture**: Emphasis on continuous improvement and innovation, reflected in their product and company culture

## Why Work Here
- **100% remote-first company**: Operates a fully remote environment with teams occasionally meeting locally; employees across 17 countries
- **Multicultural & inclusive**: English is the company language; the team speaks 25+ languages; "diverse & inclusive" is a stated value
- **Culture of learning & feedback**: Guided by "shoshin" (a beginner's mindset); open feedback culture with focus on continuous improvement
- **Benefits**: Pension schemes with tax and social insurance benefits, impact-based salary, global team events
- **Flexibility**: Highly flexible remote work with high autonomy
- **Team size & dynamics**: ~113 employees; described as an international team with strong teamwork and collaboration
- **Employer ratings (from 117 reviews)**: 3.8/5.0 overall; Work-Life Balance: 4.1; Culture: 4.1; Compensation: 3.3; Career: 3.4

## Sources
1. [trustyou.com – About Us](https://www.trustyou.com/about/)
2. [trustyou.com – Careers](https://www.trustyou.com/careers/)
3. [trustyou.com – Product Page](https://www.trustyou.com/)
4. [LinkedIn – TrustYou Company Page](https://www.linkedin.com/company/trustyou)
5. [CB Insights – TrustYou Profile](https://www.cbinsights.com/company/trustyou)

## Other roles at Trustyou

- [Designer](https://feeny.ai/job/designer-trustyou-cluj-hbfcz3h8rv14) — Cluj, Romania
- [Digital Marketing Manager](https://feeny.ai/job/digital-marketing-manager-trustyou-cluj-w9mvmmjmzgsf) — Cluj, Romania
- [Junior Sales Enablement Manager](https://feeny.ai/job/junior-sales-enablement-manager-trustyou-germany-v6ysdrdpv4h8) — Germany
- [Junior Customer Support Manager (German Speaking)](https://feeny.ai/job/junior-customer-support-manager-german-speaking-trustyou-cluj-napoca-kw66y9vjxmnb) — Cluj-Napoca, Romania
- [Senior Data Engineer](https://feeny.ai/job/senior-data-engineer-trustyou-germany-spain-romania-6vgdsfr978cr) — Germany / Spain / Romania
- [Business Development Manager - Japan](https://feeny.ai/job/business-development-manager-japan-trustyou-tokyo-jyj3n83sagyf) — Tokyo, Japan