☘️ Account Manager and Customer Care Lead

<h3>🍿 About Staycation</h3><p>For most people, hotels are places you only visit when you travel.</p><p>But we see something different.</p><p>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.</p><p>Yet, most of these spaces remain invisible to the people who live just a few streets away.</p><p>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.</p><p>Our mission is to <strong>transform hotels into a new form of urban entertainment.</strong></p><p>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.</p><p>Today, Staycation means:</p><ul><li><p>🌍 <strong>4 million users</strong> in France, Belgium and Switzerland (soon in the UK and Spain)</p></li><li><p>🏨 <strong>2,000+ partner hotels</strong> among the best 4★, 5★ and iconic palaces</p></li><li><p>⭐️ <strong>9.3/10 average rating</strong> for our experiences</p></li></ul><p>Joining Staycation means becoming part of a passionate, creative, and ambitious team on a quest to redefine what hospitality and city life can be.</p><p></p><h3><strong>✨ The Role</strong></h3><p>Staycation is looking for an <strong>Account Manager and Customer Care</strong> to support its rapid growth in France and Europe.</p><p>Working closely with one of the co-founders, you will be responsible for <strong>leading and optimizing the operational performance of our Account Management &amp; Customer Care teams (13 full-time employees)</strong>, who oversee a portfolio of over 2,000 hotel partners and ensure the quality of the experiences offered on Staycation.</p><p>This high-impact role is primarily focused on <strong>Management &amp; Ops</strong>, structured around four key pillars:</p><h3><strong>📍 Key Responsibilities</strong></h3><ol><li><p><strong>Driving Performance:</strong> Define KPIs, track individual and team goals, and foster a results-driven team dynamic.</p></li><li><p><strong>Optimizing Processes and Tools:</strong> Continuously improve routines, tools, and work methods to boost operational efficiency.</p></li><li><p><strong>Coaching Teams and Managers:</strong> Implement structured support to enhance skills, autonomy, and collective impact.</p></li><li><p><strong>Orchestrating Strategic Projects:</strong> Set deadlines, prioritize tasks, and align teams while regularly communicating progress.</p></li></ol><h3><strong>🌍 Location</strong></h3><ul><li><p>Paris, France (Hybrid)</p></li></ul><h3><strong>🚀 Why Join Us?</strong></h3><ul><li><p>Join a fast-growing startup redefining hospitality.</p></li><li><p>Directly impact the growth and success of a passionate, driven team.</p></li><li><p>Be part of an ambitious environment with rapid international growth.</p></li><li><p>Work closely with one of the co-founders, playing a central role in scaling the business.</p></li></ul><h3><strong>🎯 You’re the Ideal Fit If You Have:</strong></h3><p><strong>Must-Haves</strong></p><ul><li><p><strong>Around 10 years of experience</strong> in a similar role, ideally in a tech, SaaS, or marketplace environment.</p></li><li><p>At least 5 years of experience in a management position, including direct management of middle managers.</p></li><li><p>A <strong>strong results-oriented mindset</strong> with a passion for seeing the tangible impact of your work on the business.</p></li><li><p>A <strong>data-driven approach to processes,</strong> you’re structured, track the right metrics, and continuously seek improvements.</p></li><li><p>Proven experience <strong>leading large teams</strong> and a genuine desire to help people grow and succeed.</p></li><li><p>A <strong>lead-by-example</strong> attitude, taking ownership of projects and guiding your teams through execution.</p></li><li><p>A <strong>sharp commercial mindset</strong>, with excellent listening skills and a deep understanding of client needs.</p></li><li><p>You are <strong>curious, engaged</strong>, and always strive to see things through to the end.</p></li></ul><p><strong>Nice-to-Haves</strong></p><ul><li><p>Experience in a fast-paced, high-growth startup environment.</p></li><li><p>Background in consulting, with strong problem-solving, performance, and process optimization skills.</p></li><li><p>Familiarity with scaling teams and building processes from scratch.</p></li></ul><h3><strong>⚙️ Our Hiring Process</strong></h3><ul><li><p>Intro Call with Isabella, our People Lead (30 min)</p></li><li><p>Hiring Manager Interview