International Customer Care Manager, Worldia
More information about location
3 days a week in office
Connected-trip company
Job no longer available
Connected-trip company
201-500 employees
Job no longer available
More information about location
3 days a week in office
201-500 employees
Company mission
To turn every step of the travel journey into an incredible experience.
Role
Who you are
- You have strong managerial and organizational skills: the ability to shift between strategic and operational approaches as needed
- You can handle stress in customer service and are creative: solution-oriented with a strong team spirit and the ability to think outside the box
- You have 7 years of experience in a similar environment, ideally managing multi-site teams. Experience in the same sector is a big plus
- You have an analytical mindset and are proficient in Excel
- You speak fluent English
What the job involves
- We are looking for an experienced International Customer Care Manager to supervise our multilingual teams across 3 to 4 sites
- You will manage the "On Spot" (emergencies and traveler issues at destination) and "Post Travel" (post-trip management) teams, ensuring 24/7 organization
- Your role will include optimizing performance, monitoring KPIs, and developing the "On Spot" team to improve emergency response management
- Overall management of Customer Care teams: supervise the two departments, "Post Travel" (post-trip management) and "On Spot" (in-destination emergency management), in collaboration with the Team Leads
- Develop the "On Spot" team: optimize service management to provide quick and effective responses to travelers in need
- Develop and coordinate 24/7 services across multiple sites (3 to 4) to ensure optimal client coverage at all times
- Recruit, support, and develop the skills of the entire team, working closely with Team Leaders
- Identify team needs and performance gaps, and implement corrective actions as necessary
- Track and improve team KPIs to ensure customer satisfaction aligns with Worldia’s standards
- Implement Lean methodology: establish a system for problem-solving and continuous improvement
- Manage ad-hoc projects: for example, enhancing the features of our travel companion app
Our take
Worldia is a Paris-based online travel agency that serves as a planning and booking platform for travel suppliers. It offers assistance to travel agencies, suppliers and distributors by allowing them to plan and book various components of a trip, all within a single platform.
From accommodation and transportation to activities and other travel services, Worldia aims to streamline the process and provide a convenient one-stop solution for its users. Setting itself apart, Worldia is a white-label platform, which allows clients to easily customise the platform with their own company's branding. This flexibility has led to its adoption by over 20,000 agencies and distributors.
Backed by a number of investors, Worldia has plans to expand its presence in Europe and North America. Recently, the company successfully launched its first pilot program in the US and is currently expanding into Germany and Spain. Beyond geographical expansion, Worldia is actively focused on bolstering its workforce and forging strategic partnerships to enhance its service offerings and fortify its tech platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
May 2023
$29.2m
SERIES B
Jul 2019
$22.2m
LATE VC
Total funding: $51.4m
Company HQ
Saint-Georges, Paris, France
Leadership
Grégoire Pasquet
(Co-Founder & CEO)Graduated from the ESSEC Business School with a Masters in Management. Previously worked as an Account Manager at BetClic Everest Group and as a Business Developer at Lov Group Invest.
David Parlange
(Co-Founder & COO)Previously worked at Corsair International initially as the Head of Controlling before moving on to become the Head of Sales in the Overseas Market. Also worked as the Director of Retail at Nouvelles Frontieres.
Christian Daguerre
(Co-Founder & CTO)Previously worked at PwC as a Audit Analyst/Associate and as a Senior Associate/Manager.
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