Coordinateur·rice Service Client / Analyse Performance

✨ About Voyage Privé

Founded in France in 2006, Voyage Privé has grown from an ambitious startup into Europe’s leading travel tech platform. Operating across 9 markets with tens of millions of users, we are not just another e-commerce success story – we are a tech powerhouse redefining online luxury travel.

Our culture is mission-driven, blending performance with impact. Our innovative campus brings together tech talent, professional athletes, students, and artists, fostering an ecosystem where digital innovation fuels business growth and meaningful change.

We are now entering a new phase, upgrading our technical foundation with cloud architecture, AI, and real-time systems to become a top-of-mind platform for luxury travelers and a trusted high-performance partner for providers.

🎯 Your Mission

As a Customer Service Coordinator, you’ll play a key role in shaping the quality of our Members’ experience - from pre-departure inquiries to on-trip assistance and post-booking support. You’ll work closely with our Customer Service Manager, external international call center teams, and internal stakeholders (Operations, Supply, and Quality teams) to ensure every interaction meets the highest standards of satisfaction and efficiency.

🔑 Key Responsibilities

• Lead and coordinate one of our customer service activities (information before departure, trip modifications, on-trip support, or cancellations) to guarantee a smooth and high-quality experience for our Members.

• Act as the main point of contact for escalated cases, ensuring quick, fair, and customer-oriented resolutions.

• Coach, train, and engage a team of several dozen international agents (English, Italian, Spanish, German) to strengthen their skills, performance, and product knowledge.

• Monitor and analyze operational KPIs - DPH, QS, Backlog, NPS, DMT - to identify improvement areas and deploy clear, data-driven action plans.

• Partner with internal teams to relay field feedback, improve processes, and enhance both customer and agent experience.

• Drive continuous improvement initiatives by challenging existing workflows, sharing best practices, and contributing to the development of tools and procedures that support efficiency and service quality.

💡 Who You Are

We’re Looking For We’re looking for builders who move fast, think big, and care deeply about creating impact that lasts.

Your profile:

• Degree in Business, Tourism, or a related field (Bac +2 to Bac +4).

• Proven experience in customer service, operations, or coordination — or a strong ability to learn fast in a dynamic environment.

• Solid understanding of CRM, back-office tools, and the Microsoft Office suite.

• Excellent written and verbal communication skills, with full fluency in French and English; another European language (German, Italian, or Spanish) is a strong plus.

• Strong problem-solving and decision-making abilities, with a calm and structured approach to changing situations.

• Analytical and detail-oriented mindset, focused on delivering quality service and continuous improvement.

• Organized, proactive, and collaborative - you love working as part of a team and know how to set priorities effectively.

• Curious, open-minded, and perseverant, with a genuine passion for helping customers and making things better every day

⚡ Our Recruitment Process

1. Call with a Talent Acquisition Partner (30 min) - Get to know each other!
2. Remote Business Case (48H)
3. Interview with Loriane, Team Lead (60min)
4. Discussion with Guillaume, Head of Customer Care (45 min)
5. Meet Stéphane, our Chief Finance Officer (30 min)

📍 Location : Aix-en-Provence, France
📅 Start date : The sooner, the better
📄 Contract : Full-time / Permanent
🌴 Hybrid model : 3 days on-site per week

💪 On-site fitness center + padel courts
✈️ Up to 20% off our exclusive travel offers
🎉 Company events, Annual Convention, Carnival…
🏉 Free tickets to every Provence Rugby home match
🌱 A unique campus connecting business, sport, education & social impact

Join us and make your next career move a journey worth taking. 🌍