Customer Support Operations Coordinator (F/M)

Customer Support Operations Coordinator (F/M)<p>- - - - - - - - - - - -</p><p><span><span>The MICHELIN Guide and Tablet Hotels are two brands within the Michelin Lifestyle ecosystem that </span><span>comprise</span><span> our hotel booking business. </span><span>We’re</span><span> all about discovering the world's most extraordinary hotels — places where </span><span>you'll</span><span> find a memorable experience, not just a room for the night. </span><span>We’ve</span><span> scoured the earth, evaluating hotels that meet our </span><span>high standards</span><span> across every price point, creating a hand-picked selection </span><span>that’s</span><span> proven and inspired.</span></span><span> </span></p><p></p><p><span><span>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.</span></span><span> </span></p><p></p><p><span><span>Headquartered in New York City and Paris, we </span><span>operate</span><span> in eight languages and now recommend over 6,000 incredible hotels </span><span>located</span><span> 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.</span></span><span> </span></p><p></p><p><b><span>Customer Support Operations Coordinator</span></b><span> </span></p><p></p><p><span><span>Reporting to the Heads of Customer Service</span><span> in NYC</span><span>, as our Customer Support Operations Coordinator, </span><span>you’ll</span><span> 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 </span><span>ViaMichelin</span><span>. </span></span><span><span>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. </span></span><span><span>This is a </span><span>new</span><span> role that will be pivotal in shaping the future of MICHELIN’S global customer support operations.</span></span><span> </span></p><p></p><p><span><span>T</span><span>his role will serve as the </span><span>local </span><span>lead </span><span>for </span><span>ViaMichelin</span><span> customer experience operations, the point</span><span> of</span><span> escalation for inquiries </span><span>directed to the MICHELIN Guide restaurant team, and the</span><span> operational coordinator for the </span><span>customer experience </span><span>team</span><span> supporting hotel bookings through Tablet Hotels and MICHELIN Guide Hotels.</span></span><span> The role also includes the consolidation of users feedbacks in order to produce product insights to be addressed to other internal services.</span></p><p></p><p><span><span>Chiefly, </span><span>this role is the manager </span><span>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</span><span> across shared businesses, technology, platforms, and audiences.</span><span> </span></span><span> </span></p><p></p><p><span><span>A background in </span><span>high-touch</span><span> 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.</span><span> 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</span><span> shared templates that streamline data collection from all possible sources and channels.</span></span><span> </span></p><p></p><p><span><span>The </span><span>long-term</span><span> vision revolves around initiatives in data collection consolidation and analysis that will help </span><span>maintain</span><span> activity and performance reports, </span><span>identify</span><span> trends and gaps that inform customer support and product strategies, and </span><span>maintain</span><span> our excellent customer service satisfaction rating while the team and technology scale in complexity. Collaboration with global teams </span><span>necessitates</span><span> professional English </span><span>proficiency</span><span>.</span></span><span> </span></p><p></p><p><b><span>Requirements: <br/>•  </span></b><span