Staycation
💝 Customer Care Specialist
1mo ago
EuropeRemote
Responsible for ensuring excellent customer care for Staycation users.
Responsibilities
- You’ll be the person who makes sure every user has the best possible Staycation experience. Your mission is to combine empathy, rigor, and a strong sense of service to ensure that every user feels supported from start to finish.
- You’ll be in direct contact with our users and play a key role in the team:
- Interact daily with our users across France, the UK, Spain, Switzerland, Netherlands and Belgium.
- Respond to all user requests and help them prepare their Staycation in the best possible way.
- Collaborate seamlessly with our partner hotels and our internal sales teams to deliver exceptional experiences.
- Follow up proactively with users after any incident, and turn detractors into ambassadors.
- Represent our users’ voice internally to continuously improve our offers.
- Help us build and refine high-quality processes and organization.
Requirements
- At least one year of experience in B2C customer engagement or customer care.
- Excellent written and spoken communication skills in French and English.
- Genuinely empathetic: you enjoy helping people and take real satisfaction in delivering great experiences.
- Positive, calm and solution-oriented, even under pressure or in high-volume situations.
- Organized, detail-driven and reliable: you're very thorough, and every detail and request gets the attention it deserves.
- Comfortable picking up the phone to unblock a situation.
- A surprising passion for reporting and data
Nice to have
- A solid level of Spanish.
- Experience with Zendesk or a similar support tool.
Conditions
- A small, tight-knit team where your work has direct and visible impact on users, on hotels, and on the product.
- A role at the heart of Staycation: you'll be the eyes and ears of the company.
- No two days are the same: the problems are recurring, but the people behind them never are.
- Real responsibilities from day one: short decision cycles and genuine freedom to act.
- A chance to help shape the future of our Care team as we scale.
How to apply
- 👋 Recruiter interview with Mathieu (Talent Acquisition Manager) - 30-45 min
- 🤝 Manager interview with Valentine (Customer Care & Merchandising Lead) and Zacharie (Account Management & Care Lead) - 60 min
- ⚙️ Technical interview with Valentine and Julie (Customer Care Specialist) - 60 min
- 🤞 Final meetings with the Leadership team (60 min) and 2-3 members of the Supply team (30 min)
Other
- For most people, hotels are places you only visit when you travel.
- But we see something different.
- Behind their doors, hotels hide some of the most extraordinary spaces cities have to offer: breathtaking rooftops with skyline views, world-class spas and pools, bars and restaurants led by visionary chefs, interiors that spark the imagination, and beds so perfect you never want to leave them.
- Yet, most of these spaces remain invisible to the people who live just a few streets away.
- Staycation was born from a simple belief: the most inspiring places in your city shouldn’t be reserved for tourists. They should be part of your everyday life, an alternative to a dinner-date at a restaurant, a spontaneous midweek escape, or a unique way to celebrate a special moment.
- Our mission is to transform hotels into a new form of urban entertainment.
- Places people turn to when they want to feel, connect or recharge. Whether it’s 24 hours, 48 hours, or just a few hours, we’re reinventing the way people experience the cities they call home.
- Today, Staycation means:
- 🌍 4 million users in France, Belgium and Switzerland (soon in the UK and Spain)
- 🏨 2,000+ partner hotels among the best 4★, 5★ and iconic palaces
- ⭐️ 9.3/10 average rating for our experiences
- Joining Staycation means becoming part of a passionate, creative, and ambitious team on a quest to redefine what hospitality and city life can be.
- This position is based in Paris, 20th district , with a hybrid work setup (up to 2 days remote per week).