Senior Customer Success - Italian/Spanish (M/F/NB)

⛵ About our crew

Click&Boat is a rental platform product of Boats Group, the fastest-growing digital business in the recreational boating space. We are a talented team of techies, creatives, marketers, closers and customer advocates who spend each day pushing the boundaries of technology to make buying, selling & renting boats easy. We spend each day surrounded by 500,000 boats from across the globe!
Click&Boat is the European leader in boat rentals. Our marketplace makes boating accessible around the world - from a day trip to a week-long adventure - while enabling private and professional boat owners to generate additional income through rentals.
To support this growth, we are hiring a Customer Success Agent to join a dynamic team in our Barcelona office and continue building a world-class, creative organization by finding the best talent for our incredible culture.

Job description

The Team

You will join Click&Boat's Customer Care Team, a small and dynamic group dedicated to ensuring smooth communication and problem resolution between boat owners and renters.
The team is made up of one Head of Customer Care, one Team Lead, and three full-time agents, reinforced by a large seasonal team during the high season.

In this role, your main focus will be to manage daily customer inquiries and tickets, handling service issues, complaints, and claims between boat owners and renters. You will report directly to the Team Lead while also working closely with the Head of Customer Care to coordinate trainings, support seasonal agents, and contribute to process improvements that help maintain a consistent level of service quality.

Your task
You will join Click&Boat's Customer Care Team, a central part of our day-to-day operations. Your main mission will be to handle customer interactions efficiently - managing service-related issues, complaints, and claims between boat owners and renters. While your work will focus on resolving tickets and ensuring smooth communication, you will also contribute to maintaining our service quality standards and supporting seasonal team members during the high season.

Operations (80%)

Low season (October - March)

• Manage incoming inquiries from boat owners and renters via tickets and phone calls.
• Provide accurate and timely responses, ensuring issues are properly documented and resolved.
• Handle routine requests, updates, and follow-ups to maintain a high level of customer satisfaction.

High season (April - September)

• Act as an escalation point for complex or urgent cases, managing communication via email (80%) and phone (20%).
• Mediate disputes between boat owners and renters, investigating claims and negotiating fair solutions in line with Click&Boat's terms and conditions.
• Manage critical cases such as last-minute cancellations, service complaints, or boat damage, ensuring efficient resolution and clear communication between all parties.
• Report recurring issues or feedback to help improve our internal processes and overall service quality.

Internal process analysis and update (10%)

• 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.
• Collaborate with cross-functional teams to optimize workflows and contribute to the global mission of reducing contact ratios and improving response times
• Contribute to seasonal operations by helping prepare training materials, supporting onboarding sessions, and assisting temporary staff during the high season

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 Workspaces: Work in vibrant offices like our coworking space in Barcelona's city center, next to the cathedral.
• Extra Perks: training opportunities, lunch vouchers, gym memberships, team events, and more!

Start Date: Asap.

Type of contract: Full-time

Preferred Experience and Skills

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

• Language Skills: Native in Italian or Spanish and fluent in English. German or/and French are a plus.
• Customer Experience: 1+ years of previous experience in customer-facing roles is required, handling legal complaints and complex users conflicts.
• 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.
• Process-oriented and methodical: enjoys following structured workflows and continuously improving efficiency in daily operations.
• Queue management mindset: takes satisfaction in maintaining a clean, organized ticket queue and ensuring no requests remain unresolved
• 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!

Departement Customer Care Locations Barcelona Remote status Hybrid Contract type Full-time