💝 Customer Care Specialist 🇫🇷🇬🇧🇪🇸

🍿 ABOUT STAYCATION

For most people, hotels are places you only visit when you travel.

But we see something different.

Behind their doors, hotels hide some of the most extraordinary spaces cities have to offer: breathtaking rooftops with skyline views, world-class spas and pools, bars and restaurants led by visionary chefs, interiors that spark the imagination, and beds so perfect you never want to leave them.

Yet, most of these spaces remain invisible to the people who live just a few streets away.

Staycation was born from a simple belief: the most inspiring places in your city shouldn’t be reserved for tourists. They should be part of your everyday life, an alternative to a dinner-date at a restaurant, a spontaneous midweek escape, or a unique way to celebrate a special moment.

Our mission is to transform hotels into a new form of urban entertainment.

Places people turn to when they want to feel, connect or recharge. Whether it’s 24 hours, 48 hours, or just a few hours, we’re reinventing the way people experience the cities they call home.

Today, Staycation means:

• 🌍 4 million users in France, Belgium and Switzerland (soon in the UK and Spain)

• 🏨 2,000+ partner hotels among the best 4★, 5★ and iconic palaces

• ⭐️ 9.3/10 average rating for our experiences

Joining Staycation means becoming part of a passionate, creative, and ambitious team on a quest to redefine what hospitality and city life can be.

✨ THE ROLE

You’ll be the person who makes sure every user has the best possible Staycation experience. Your mission is to combine empathy, rigor, and a strong sense of service to ensure that every user feels supported from start to finish.

As Staycation continues to grow beyond France, we’re also looking for someone who can support our international ambitions over time. The role will initially remain mostly focused on our French-speaking users, but strong English and Spanish skills will be important as our London and Barcelona markets develop.

📍 KEY RESPONSIBILITIES

You’ll be in direct contact with our users and play a key role in the team:

• Interact daily with our users in France and, increasingly over time, support users across our international markets including the UK, Spain, Switzerland, Netherlands and Belgium.

• Respond to all user requests and help them prepare their Staycation in the best possible way.

• Collaborate seamlessly with our partner hotels and our internal sales teams to deliver exceptional experiences.

• Follow up proactively with users after any incident, and turn detractors into ambassadors.

• Represent our users’ voice internally to continuously improve our offers.

• Help us build and refine high-quality processes and organization.

🌍 LOCATION

This position is based in Paris, 20th district, with a hybrid work setup (up to 2 days remote per week).

🚀 WHY JOIN US?

• A small, tight-knit team where your work has direct and visible impact on users, on hotels, and on the product.

• A role at the heart of Staycation: you'll be the eyes and ears of the company.

• No two days are the same: the problems are recurring, but the people behind them never are.

• Real responsibilities from day one: short decision cycles and genuine freedom to act.

• A chance to help shape the future of our Care team as we scale.

🎯 YOU’RE THE IDEAL CANDIDATE IF YOU HAVE:

MUST-HAVES

• At least one year of experience in B2C customer engagement or customer care.

• Native-level written and spoken communication skills in French.

• Strong written and spoken communication skills in English and Spanish. You don’t need to use all three languages equally from day one, but you should be comfortable supporting users in each of them as our international activity grows.

• Genuinely empathetic: you enjoy helping people and take real satisfaction in delivering great experiences.

• Positive, calm and solution-oriented, even under pressure or in high-volume situations.

• Organized, detail-driven and reliable: you're very thorough, and every detail and request gets the attention it deserves.

• Comfortable picking up the phone to unblock a situation.

• A surprising passion for reporting and data

NICE TO HAVE

• Experience with Zendesk or a similar support tool.

⚙️ HIRING PROCESS

• 👋 Recruiter interview with Mathieu (Talent Acquisition Manager) - 30-45 min

• 🤝 Manager interview with Valentine (Customer Care & Merchandising Lead) and Zacharie (Account Management & Care Lead) - 60 min

• ⚙️ Technical interview with Valentine and Julie (Customer Care Specialist) - 60 min

• 🤞 Final meetings with the Leadership team (60 min) and 2-3 members of the Supply team (30 min)