TEAM LEAD Position - Member Support Team HomeExchange

Plateforme d'échange de maisons pour un voyage durable et authentique.

CDI

Paris

Télétravail fréquent

Salaire : non spécifié

il y a 11 mois

Votre nouvelle entreprise

150 collaborateurs

Collaborative Economy

Tourism

E-commerce

Âge moyen : 30

Créée en 2011

40%

60%

Chez HomeExchange, nous avons la conviction qu’une autre manière de voyager est possible.

Notre plateforme propose aujourd’hui plus de 450 000 logements, dans 187 pays.
Grâce à un système innovant, elle permet aux membres de notre communauté d’échanger facilement leur maison, de manière transparente et en toute sécurité.

C’est pour leur offrir une expérience de voyage authentique, basée sur la confiance et l’hospitalité, que notre équipe crée, innove et prend des initiatives au quotidien.

Créé en 2011, GuesttoGuest s’est hissée au rang de n°1 mondial notamment grâce à une série d’acquisitions, dont, en 2017, celle de HomeExchange (Trocmaison en version française), pionnier de l’économie du partage.
Aujourd’hui, après avoir réuni les différentes communautés sous la bannière HomeExchange, nous poursuivons notre ambition de faire de l’échange de maison la solution de voyage de demain.

Si, pour vous, bienveillance, engagement et équilibre s’accordent avec détermination et audace.
Si, comme nous, vous recherchez des expériences authentiques et êtes soucieux(euse) de la préservation de notre planète.
Rejoignez-nous et construisons ensemble l’avenir du voyage !

Vos missions au quotidien

About us - The Member Support Team :

Our mission is to make every HomeExchange member feel valued by providing quick, personalized, and qualitative support. We prioritize our customers’ satisfaction in every decision we make. We collaborate closely with other teams to ensure a seamless experience for our customers, while continuously improving the tools and processes that empower our team to provide the best possible assistance.

The Team Lead is directly responsible for managing the Croatian team based in Zagreb (12 people). Their role involves overseeing daily operations to ensure timely and satisfactory responses to our members.

This position is based in Paris to facilitate smooth and efficient collaboration with the Internal Manager and requires travel to Zagreb approximately once a month (around three days).

Management & Leadership:

Support the team daily and coordinate its activities (resource planning, task prioritization)
Understand and prioritize customer needs, working closely with the 2 other Team Leads and the Internal Manager
Assure a good team cohesion
Recruit a team of passionate individuals to develop excellent customer satisfaction

Customer Satisfaction & Training:

Support in handling customer requests when needed
Understand the backlog, tracks it and take actions in order to assure fast & qualitative replies
Adapt to constantly provide a better customer satisfaction
Provide the team with the right content and training to strengthen their expertise

Monitoring & Structuring:

Track and improve your team’s KPIs (productivity, response time, quality, customer satisfaction)
Create agile and efficient processes, such as automating low-value-added tasks for your team whenever possible
Raise anomalies and propose solutions
Raise main pain points in terms of lack of efficiency and participate to improve processes

Ce que l’on cherche

Méthode Agile

Leadership

Empathie

Collaboration et travail d'équipe

Zendesk

We are looking for an energetic, customer-focused, and solution-oriented individual :

Experience : You have min 5 years of experience in Customer Care (B2C)
Management : You already have a successful experience as a manager (3 years min)
You have managed a team remotely
You strive to help your team members grow
Operation mindset : You have a passion for Operational excellence and take pride in delivering ever-better results
Empathic : You deeply care about our customers and know how to create good and efficient processes
Structured : You are structured and data/analytical-driven
Languages : You can write and speak perfectly in English

If you have experience with Zendesk it’s a plus.

Our Commitment to Inclusion
HomeExchange and its team are opposed to all forms of discrimination and are committed to promoting Diversity and Inclusion by fostering a respectful and welcoming work environment where everyone can find their place, express their talents, and build their professional career. Every application will be carefully considered — don’t hesitate, apply now!