Customer Service Coordinator (Traveltech)

TL;DR

Customer Service Coordinator (Traveltech): Managing and optimizing customer support operations for a leading travel platform with an accent on KPI analysis, agent coaching, and process efficiency. Focus on coordinating international call centers and resolving escalated Member cases to ensure a high-quality luxury travel experience.

Location: Hybrid (Aix-en-Provence, France) — 3 mandatory on-site days per week

Company

Europe’s leading travel tech platform revolutionizing the online luxury travel experience through a mission-driven, high-performance culture.

What you will do

• Lead and coordinate customer service activities including pre-departure inquiries, trip modifications, and on-trip support.
• Act as the primary point of contact for escalated cases to ensure fair and customer-oriented resolutions.
• Coach, train, and engage dozens of international agents across multiple European languages.
• Monitor and analyze operational KPIs (DPH, QS, Backlog, NPS, DMT) to deploy data-driven improvement plans.
• Partner with internal Operations, Supply, and Quality teams to relay field feedback and enhance processes.
• Drive continuous improvement by challenging existing workflows and developing new tools and procedures.

Requirements

• Degree in Business, Tourism, or a related field (Bac +2 to Bac +4).
• Proven experience in customer service, operations, or coordination.
• Full fluency in French and English.
• Proficiency with CRM, back-office tools, and Microsoft Office suite.
• Strong analytical mindset and problem-solving abilities.
• Must be based in or able to work from the Aix-en-Provence office 3 days per week.

Nice to have

• Proficiency in an additional European language such as German, Italian, or Spanish.

Culture & Benefits

• Modern and eco-responsible campus in the South of France.
• Hybrid work model with 4 fully remote weeks per year.
• On-site fitness center and private padel court.
• Regular company events including Company Breaks, Carnival, and Annual Convention.
• Exclusive perks like free Provence Rugby tickets and up to 20% off luxury getaway offers.

Hiring process

• Introductory call with a Talent Acquisition Partner.
• Business Case to evaluate analytical and strategic thinking.
• Sequential interviews with the Lead Manager, Customer Service Manager, and Chief Operations Officer.