Customer Care Specialist H/F Staycation

Job Description

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 date night at the 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.

Key Responsibilities

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

- Respond to user requests and help them prepare their Staycation in the best possible way
- Collaborate seamlessly with our partner hotels to deliver exceptional experiences
- Represent our users' voice internally to continuously improve our offers

Location

Paris 20th district - hybrid (4 days at the office, remote on Fridays).

Why Join Us?

- A fast-moving startup where you can have real impact
- A role with direct responsibility on user happiness and long-term loyalty
- You'll contribute to shaping the future of Staycation, from feedback loops to new processes

You're the Ideal Fit If You Have:

- At least one year of experience (post-graduation) in B2C customer engagement or customer care
- Excellent written and spoken communication skills in French and English
- Strong customer-centric mindset
- Natural ambassador and problem-solver
- Thrive in fast-paced environments and stay solution-oriented no matter what
- Confident picking up the phone to make things happen
- Unexpected passion for reporting and data
- Want to make an impact and help shape the future of Staycation
- Excited about growing within a fast-moving startup

Qualities for Success

- You're positive, energetic and curious by nature
- You're empathetic, love connecting with people, and thrive in collaborative environments
- You genuinely enjoy helping others and creating great experiences
- You stay calm, thoughtful and composed, even under pressure
- You're organized, detail-driven and committed to excellence
- You have perfect spelling in French and business Native English

Our Hiring Process

- Intro call with Isabella, our People Lead (30 min).
- Manager interview with Valentine, our Customer Care Manager (45 min).
- Final meetings with Mathieu Co-founder (60 min) and the team (30 min).