Holiday Services Supervisor – France

Sunweb Group; Paris; Hybrid; EUR 30,000 - 35,000; Full time

Benefits offered by this job

20% discount

Hybrid work

25 holidays

Office furniture & IT equipment

Remote work allowances

Travel allowances 50%

Development plan

Wellbeing coaching

Job summary

Sunweb Group in Paris is seeking a Holiday Services Supervisor to blend hands-on customer care with coordinating daily operations and supporting the local office.

You’ll lead a small team, manage bookings and cases, act as Paris hub rep, and contribute to service improvements while aligning with Sunweb Group’s culture.

Qualifications

• Bachelor’s degree or equivalent professional experience, preferably within tourism, hospitality or a related field.
• At least 3 years of relevant experience in customer service, including experience in a coordinating or leadership role.
• Experience coaching, supporting and developing colleagues.
• A solid understanding of operational KPIs and performance management.
• Experience handling complex customer cases and escalations.
• Confidence working in digital and data-driven service environments; experience with AI-supported tools is an advantage.
• Experience in, or a strong affinity with, the travel and tourism industry.
• Fluency in French and English, both written and spoken.
• Availability to work from our Paris office around 50% of your working time.

Responsibilities

• Daily team support & coordination of onboarding, productivity and knowledge sharing.
• Deliver end-to-end customer service across channels, manage bookings and cases end-to-end.
• Act as the Paris hub representative, coordinate workplace facilities, onboarding logistics and internal communications.
• Support local office management and engage with Country Manager and People & Culture on engagement initiatives.

Skills

Leadership experience

Customer service

Coaching staff

Operational KPIs

Complex cases

AI tools

Travel industry

French & English

Hybrid Paris 50%

Education

Bachelor's degree or equivalent

Tools

AI-supported tools

Job description

Do you enjoy supporting colleagues while staying close to customers and the day-to-day operation? As Holiday Services Supervisor in our Paris office, you combine hands-on customer service with coordinating the daily operation and supporting our local office.

You work closely with a team of around 10 Customer Care colleagues in Paris, reporting to the Team Lead Holiday Services with a dotted reporting line to the Country Manager France. Together with the Team Lead, you help ensure smooth daily operations, support the team with questions and complex cases, and contribute to continuously improving our service. At the same time, you remain an active part of the operation.

Location: Sunweb Group Paris office (Hybrid – 50% in office)
Start Date: January 2027

Availability: Fulltime

Your impact

Daily team support & coordination (50%)

• Help new colleagues get started and support them during their onboarding

• Keep an eye on productivity, service quality and operational targets and flag areas that need attention

• Collaborate with Q&A and Training to strengthen service quality and team knowledge

• Encourage knowledge sharing, collaboration and ownership within the team

• Share operational feedback and improvement opportunities with the Team Lead

Holiday Services (40%)

• Deliver end-to-end customer service across our different communication channels

• Handle a wide variety of customer cases with a solution-oriented approach

• Manage bookings and customer cases accurately throughout the customer journey

• Ensure customer communication is clear, professional and properly documented

• Identify opportunities to improve customer service, processes and ways of working

Paris hub representative (10%)

• Act as the first point of contact for practical questions related to our Paris office

• Support local office management and coordinate with the Manager Workplace Coordinate office equipment and workplace facilities

• Support People & Culture with practical matters, including onboarding logistics and employee communications

• Coordinate visits from colleagues from other Sunweb Group locations and support local employee events

• Work closely with the Country Manager and People & Culture on local employee engagement initiatives

• Help bring Sunweb Group’s culture, values and ways of working to life within the Paris office

What you bring

• A Bachelor’s degree or equivalent professional experience, preferably within tourism, hospitality or a related field

• At least 3 years of relevant experience in customer service, including experience in a coordinating or leadership role

• Experience coaching, supporting and developing colleagues

• A solid understanding of operational KPIs and performance management

• Experience handling complex customer cases and escalations

• Confidence working in digital and data-driven service environments; experience with AI-supported tools is an advantage

• Experience in, or a strong affinity with, the travel and tourism industry

• Fluency in French and English, both written and spoken

• Availability to work from our Paris office around 50% of your working time

Who you are

• You lead with trust, empathy and a positive mindset

• You are customer-focused and lead by example

• You bring people together and encourage collaboration across teams

• You remain calm, organised and solution-oriented in complex or busy situations

• You take ownership and know when to make decisions and when to involve others

• You are a positive ambassador for our organisation, brands and culture

Not ticking every box? At Sunweb Group, we believe curiosity, energy, and the right mindset matter more than meeting every single requirement. If this role excites you, we’d love to hear your story — let’s explore the journey together.

Let us introduce Sunweb Group

Sunweb Group is one of Europe’s largest online travel agencies, sending over 1.3 million holidaymakers annually to unforgettable destinations. Operating in eight international markets, we cater to all travelers through our brands, Sunweb and ‘Eliza Was Here.’ With a team of 600 colleagues and operational hubs in Rotterdam, Girona, Paris, Copenhagen, Stockholm, Antwerp, Chambéry, and Zurich, we deliver seamless, high-quality holiday experiences at competitive prices. Our Fast Forward culture fosters focus and trust, enabling us to shape the future of holidays while helping our customers press pause and create lasting memories.

Why join our journey?

• Monthly gross salary between €2700,- and €3100,- based on fulltime (35hours).

• Enjoy up to 20% off when booking with our brands for you, your family, and your friends.

• As an international company we support a hybrid way of working. We provide you with office furniture and IT equipment.

• We enjoy the journey so enjoy 25 holidays based on fulltime employment.

• Access to a personalized Reflect & Develop Plan to support your career growth.

• Benefit from coaching sessions designed to support your well-being.

• Receive work-from-home and 50% travel allowances to ease your daily routine.

Ready for departure?

Closing date for applications: 7 November

Sunweb Group is an equal opportunity employer, which means we do not discriminate in any way. We celebrate diversity and are committed to creating an inclusive and safe environment for all employees.

As part of our recruitment process, we use AI-supported tools to assist recruiters in matching candidates to job requirements. Final hiring decisions are always made by human recruiters.

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