Missions
Join our team!Click&Boat is the leading European boat rental platform. Our marketplace aims to make boating accessible around the world and to provide private and professional boat owners with additional income from boat rentals.
Since our conception in 2013, we have grown substantially and acquired 3 companies in 3 different European countries (Spain, Germany, and France) these last 4 years. In 2022, our growth has been powered by an incoming major equity fund and the world’s largest boating marketplace.
So far, we have opened for business in more than 50 countries and 600 destinations, and we are also a diverse team of 200 employees from 20 different countries.
Our headquarters are based in Paris on a barge moored on the Seine River, and our operational teams are located in Barcelona, in the vibrant neighborhood of Poblenou.
Sounds good? We’d love for you to join us! With a rapidly growing company and a super work atmosphere; it’s not a coincidence that we have been awarded the “Happy at Work! ” badge.
Job description
The Team :
You will join Click&Boat's Customer Success Team, a pivotal unit that ensures seamless user experiences for boat owners and tenants. Reporting directly to the Head of the team, you will balance Operations, Project Management, and Coaching & Quality Review responsibilities, contributing to our vision of exceptional service delivery.
Your task :
Operations (60%) :
- Serve as the escalation point for complex or high-priority customer inquiries, managing communications via email (80%) and phone (20%) .
- Mediate disputes between boat owners and tenants, finding equitable solutions aligned with our general terms and conditions.
- Manage critical cases such as last-minute cancellations, ensuring smooth resolutions and providing feedback to improve service quality.
- Prepare for high-season operations by coordinating seasonal staff training, onboarding, and analyzing end-of-season KPIs to enhance future processes.
- Identify opportunities for product and process improvements, creating reports on user feedback and system bugs to support development teams.
- Participate to the hiring process of the team staff with a key role during the recruitment process
- Collaborate with cross-functional teams to optimize workflows and contribute to the global mission of reducing contact ratios and improving response times.
- During high season (April-September) , guide and support seasonal employees, conducting quality reviews and leading training sessions to uphold service excellence.
- Hands-On Learning: Develop expertise across operations, project management, and customer success in a fast-paced, innovative environment.
- Global Exposure: Interact with a diverse team and clientele, honing your problem-solving and communication skills in a multilingual context.
- Scale-Up Culture: Join a rapidly growing company with ambitions to lead the global boat rental market.
- Inspiring Workspaces: Work in vibrant offices like our coworking space in Barcelona’s Poblenou district, just 20 minutes from the beach.
- Extra Perks: training opportunities, lunch vouchers, gym memberships, team events, and more!
Type of contract: VIE
Duration: 12 months (renewable)
Profil recherché
We’re seeking motivated, detail-oriented team players with a passion for problem-solving and a knack for delivering excellent service.- Language Skills: Native in French and Fluent in English. Spanish or German are a plus.
- Customer Experience: 1+ years of previous experience in customer-facing roles is required.
- Solution-Oriented: Comfortable handling challenging situations and finding creative resolutions.
- Time Management Skills: Demonstrated ability to prioritize tasks effectively, meet deadlines, and handle multiple responsibilities in a fast-paced environment.
- Organized and Flexible: Thrives in a dynamic environment, especially during high-season periods with weekend shifts.
- Analytical Skills: Ability to interpret data and propose process improvements.
- Passion for Boating: An interest in boating or a connection to our industry is a bonus!