Customer Service Coordinator

TL;DR

Customer Service Coordinator (TravelTech): Coordinating customer service operations and performance analysis to ensure high-quality member experiences with an accent on KPI monitoring and team coaching. Focus on driving continuous improvement initiatives and optimizing workflows across international support teams.

Location: Must be based in Aix-en-Provence, France (Hybrid model: 3 mandatory on-site days per week).

Company

hirify.global is a leading European travel tech platform revolutionizing online luxury travel through innovation and a mission-driven culture.

What you will do

• Lead and coordinate customer service activities including pre-departure, on-trip support, and cancellations.
• Act as the primary point of contact for escalated cases to ensure fair and efficient resolutions.
• Coach and engage international support teams to strengthen performance and product knowledge.
• Monitor and analyze operational KPIs like NPS, DPH, and QS to deploy data-driven action plans.
• Partner with internal teams to relay field feedback and enhance overall service quality.
• Challenge existing workflows and contribute to the development of new tools and procedures.

Requirements

• Full fluency in French and English is required.
• Degree in Business, Tourism, or a related field.
• Proven experience in customer service, operations, or coordination.
• Solid understanding of CRM, back-office tools, and Microsoft Office.
• Strong analytical mindset with a focus on detail and continuous improvement.
• Ability to work on-site in Aix-en-Provence.

Nice to have

• Fluency in German, Italian, or Spanish.

Culture & Benefits

• Modern, eco-responsible campus in the South of France.
• Access to an on-site fitness center and private padel court.
• Hybrid work model with 4 fully remote weeks per year.
• Exclusive travel discounts of up to 20% on getaway offers.
• Regular company events, meetups, and access to local sports and music venues.

Hiring process

• Initial call with a Talent Acquisition Partner.
• Business case exercise to demonstrate analytical and strategic thinking.
• Interviews with the Lead Manager, Customer Service Manager, and Chief Operations Officer.