TEAM LEAD Position - Member Support Team

HomeExchange; Paris; Sur place; EUR 60 000 - 75 000; Plein temps

Résumé du poste

A global home exchange platform seeks an experienced Team Lead for the Member Support Team in Paris. You will manage a remote team, enhance customer satisfaction, and drive operational efficiency. Ideal candidates possess a minimum of 5 years in Customer Care and 3 years in team management. Strong English skills and experience with Zendesk are preferred. Join us to shape the future of travel.

Qualifications

• Minimum 5 years of experience in Customer Care (B2C).
• 3 years minimum of team management experience.
• Passion for operational excellence with a results-driven mindset.
• Ability to create effective processes and empathetic customer care.

Responsabilités

• Support and coordinate daily team activities.
• Understand and prioritize customer needs.
• Recruit and develop a passionate customer satisfaction team.
• Track and improve team KPIs.

Connaissances

Customer Care Experience

Team Management

Operational Excellence

Empathy

Analytical Skills

English Proficiency

Outils

Zendesk

Description du poste

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 200k members in 130 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!

About Us - The Member Support Team

Our mission is to make every HomeExchange member feel valued by providing quick, personalized, and qualitative support. 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, track it and take actions in order to assure fast & qualitative replies
• Adapt constantly to 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

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 and 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!