Customer Support Operations Coordinator

The MICHELIN Guide and Tablet Hotels are two brands within the Michelin Lifestyle ecosystem that comprise our hotel booking business. We’re all about discovering the world's most extraordinary hotels — places where you'll find a memorable experience, not just a room for the night. We’ve scoured the earth, evaluating hotels that meet our high standards across every price point, creating a hand-picked selection that’s proven and inspired. 

Our mission is to open doors to places people will love that they might not have found on their own, extraordinary places that reflect the beauty and diversity of the world. Our team believes that travel brings people of all backgrounds together. Our hotels provide an unforgettable backdrop for that union. 

Headquartered in New York City and Paris, we operate in eight languages and now recommend over 6,000 incredible hotels located in over a hundred different countries. And if you really want to take it to the next level, our Plus membership provides VIP upgrades and amenities at hundreds of our properties. 

Customer Support Operations Coordinator 

Reporting to the Heads of Customer Service in NYC, as our Customer Support Operations Coordinator, you’ll be the operational support lead and coordinator with our global customer service team across NYC, Paris, and Bangkok which supports multiple brands and business lines including Tablet Hotels, MICHELIN Guide Restaurants and Hotels, and ViaMichelin. As our teams grow and business lines become more connected, there is a need for a key liaison between central and local teams ensuring clear, consistent communication and information sharing. This is a new role that will be pivotal in shaping the future of MICHELIN’S global customer support operations. 

This role will serve as the local lead for ViaMichelin customer experience operations, the point of escalation for inquiries directed to the MICHELIN Guide restaurant team, and the operational coordinator for the customer experience team supporting hotel bookings through Tablet Hotels and MICHELIN Guide Hotels. The role also includes the consolidation of users feedbacks in order to produce product insights to be addressed to other internal services.

Chiefly, this role is the manager of up-to-date processes, tools, and resources that ensure a cohesive global customer service approach and support strategy across businesses. This entails auditing and implementing consumer facing and internal tools and data solutions that streamline customer service operations across shared businesses, technology, platforms, and audiences.  

A background in high-touch customer service will be necessary in order to collaborate with different segments of the company in planning and executing projects that directly impact both customers and the department. Projects include designing and implementing live chat flows for automated answering of common inquiries, redesigning the help center and FAQs with access to live data, ensuring internal reference documents and knowledge bases (including people) have access to the latest information, and building shared templates that streamline data collection from all possible sources and channels. 

The long-term vision revolves around initiatives in data collection consolidation and analysis that will help maintain activity and performance reports, identify trends and gaps that inform customer support and product strategies, and maintain our excellent customer service satisfaction rating while the team and technology scale in complexity. Collaboration with global teams necessitates professional English proficiency. 

Requirements: 
•    5+ years high-touch customer support experience in travel, hospitality, or related luxury and lifestyle industries 
•     Bachelor’s degree in Tourism or Business (Master’s preferred)
•    Excellent oral and written communication skills in English and French (English proficiency C1) Another language would be an asset
•    Good organizational and problem-solving skills
•    Experience adopting and implementing global customer support solutions 
•    Experience with CRM platforms like Intercom and Salesforce 
•    Experience with business intelligence platforms like Metabase 
•    Experience with Microsoft 365 or other cloud-based document creation and collaboration platforms 
•    Skills in setting priorities
 
The role is based in Paris (Boulogne-Billancourt) with the possibility of hybrid remote work (2 days/week). 

Recruitment process: 
If your CV is accepted, you can join us after 2 phases:
    An initial distance interview. 
    A full day of recruitment, so that you can fully express your personality and skills.
You will then receive detailed feedback within a few days.

Salary and benefits: 
- Fixed salary from €54,000 depending on profile and experience.
- Variable remuneration, profit-sharing, company savings plan, employee share ownership plan, health insurance
 

Please submit a CV both in French and English. 

Michelin, entreprise engagée dans la mobilité durable et reconnue pour ses actions en faveur de l'expérience employé !

• Une note de 99/100 à l’index de l’égalité femmes-hommes
• Entreprise « Handi accueillante », avec un réseau de référents et ambassadeurs Handicap pour vous accompagner
• 83,5% de taux d’engagement de nos employés
• 94,6% des stagiaires et alternants nous recommandent, label "Happy Trainees" depuis 9 années consécutives
• Classé parmi les groupes du CAC 40 les plus engagés selon les Bac+5 à l’index RSE Universum 2023
• Parmi les 100 entreprises les plus attractives pour les étudiants et actifs BAC+2/3 au classement Universum 2023
• N°1 des entreprises de plus de 500 stagiaires et alternants qui rémunèrent le mieux au Classement HappyTrainees® Rémunération 2023
• Dans le Top 10 des meilleurs employeurs en France au classement Glassdoor 2023
• Dans le top 3 des entreprises du secteur « Automobile / Equipementier » en matière d’attractivité employeur à l’édition 2024 du Palmarès @EPOKA @GROUPE IFOP @Occurrence

Pour en savoir plus sur le Groupe :https://recrutement.michelin.fr

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