💪 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 tasks:

Operations (70%)

• 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.

Project Management (20%)

• 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.

Coaching and Quality Review (10%)

During high season (April-September), guide and support seasonal employees, conducting quality reviews and leading training sessions to uphold service excellence.

🎉 Why Join Us?

• 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 Workspace: Work in vibrant offices like our coworking space in Barcelona’s Poblenou district, just 20 minutes from the beach.

• Flexible Remote Working policies: Enjoy a hybrid work model that balances office collaboration and remote work, offering the freedom to work from home part of the week while staying connected with your team.

• Extra Perks: training opportunities, lunch vouchers, gym memberships, team events, and more!

Start Date: ASAP

Duration: Indefinite

We’re seeking motivated, detail-oriented team players with a passion for problem-solving and a knack for delivering excellent service.

• Language Skills: Fluent in English and in German. Spanish or Italian 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!

Ready to make waves with us? Apply now and set sail on an exciting career journey with Click&Boat!