Welcome to the #1 home exchange community in the world

At HomeExchange, we envision a new mode of travel: through home exchanges.

Our company runs today the world’s largest home exchange community, with more than 450,000 in 159 countries. Thanks to an innovative system, the platform offers a flexible and secure service, so that the members live an authentic experience based on trust and hospitality. Our way of life is shared by the worldwide HomeExchange community. It is in keeping this vision that we take on new initiatives every day to design unforgettable experiences for our members.

We find that respect, freedom, and kindness go hand-in-hand with ambition, innovation, and confidence. If you see yourself also manifesting these notions, searching for authentic experiences and exhibiting a concern about the preservation of our planet we invite you to join us. Let’s build the future of travel together!

Within our Member Support department, we are internalising tickets 2 (Incidents, bugs, suggestions, Personal requests)

Your main tasks will include :

• Ensure the good treatment of the tickets by the internal team by creating processes to be followed by the team (incidents, bugs, feedbacks..) to assure efficiency and members satisfaction.

• Closely follow the satisfaction of the processes and adapt them if needed

• Along with the Head of, define the objectives & KPIs for the team

• Accompany and guide Team Leaders on their role, to assure consensus & well functioning of Europe and US team

• Guide the ambassador’s responsible person to manage to give visibility to the chat + follow KPI

• Work in direct contact with Ops & Project Manager to Put in place the updated processes efficiently (Zendesk, excel, news tools..)

• Transfer the insights to the dedicated team (Product / Marketing) in order to help members’ experience.

• Follow up members’ Insurance expenses, identify anomalies, and propose solutions

• Follow up on refunds, identify anomalies, and propose solutions

• Analytical mind, in charge of creating performance analysis & budget previsions

• Analytical mind. Data is the main driver

• Not afraid of changes easy to adapt

• Not afraid of challenges processes

• Highly action oriented : you know how to get things done

• Solution-oriented : you always find creative solutions to hard problems

• Fluency in French & English

Benefits

• Full-time position

• Company social events

• Flexible WFH policy

• Free Membership to our platform

Please send us:

• CV

• Cover Letter