Customer Support Specialist - CDD 6 months (f/m/x)

Join the Joivy Adventure: The European Art of Living (and Working)!

Joivy is far more than just a real estate platform: it is Europe’s leading residential ecosystem, designed to support every stage of life. From stylish coliving spaces and vacation getaways to student housing and inspiring coworking hubs, we create places where people feel instantly at home.

An Innovative Ecosystem for Every Need Joivy is the strategic alliance of industry pioneers such as DoveVivo, Altido, Chez-Nestor, and Open. Together, we are rewriting the rules of the market:

• For our Residents: A flexible offering (shared housing, studios, villas) for stays of any duration, powered by a seamless digital experience.

• For our Partners: Premium support for owners and investors, ranging from asset management to property transformation, fueled by AI and cutting-edge analytical tools.

The Joivy Adventure in Numbers:

• Unique Expertise: 450 passionate talents from over 30 nationalities (with an average age of 32).

• A Major Footprint: 50 destinations across 7 countries (Italy, Spain, France, Portugal, UK, Luxembourg, and Bulgaria).

• Global Impact: Nearly 2,000 property owners supported and over 150,000 happy users welcomed.

Our galaxy also includes Joivy Renew (specialists in design-led renovation and turnkey furniture solutions) and Joivy Invest (our business unit focused on smart real estate investment consulting).

Within the Customer Care department, your primary mission is to drive and maintain peak customer satisfaction levels. As the central point of contact throughout the entire resident lifecycle—from initial booking to the final deposit refund—you act as the strategic link between Joivy and our international community.

Your role is versatile, requiring high-level coordination across administrative, financial, and technical domains. In an increasingly global environment, your multilingual skills will be key to managing our diverse client base across France.

• End-to-End Relationship Management: Lead the customer journey via Zendesk. You are responsible for the administrative integrity of the stay: lease issuance, document compliance, and coordinating the full check-in/check-out process, including deposit settlements.

• Conflict Resolution & Mediation: Manage co-living disputes and client grievances with a solutions-oriented approach, balancing the interests of the company with high-quality service recovery.

• Financial Oversight: Ensure the financial health of our portfolio by managing rent collection and following up on outstanding payments via professional phone and email communication.

• Technical Troubleshooting: Identify and resolve digital or account-related hurdles (payments, platform access) by mobilizing internal technical resources.

• Maintenance Coordination: Act as the operational bridge for apartment maintenance. You qualify technical requests, trigger internal interventions, and ensure transparent, real-time follow-up with the residents.

• Omnichannel Communication Strategy: Provide high-standard responsiveness across all digital channels (Email, Chat, WhatsApp) in accordance with the company’s defined KPIs.

• Process Optimization: Contribute to the evolution of our Customer Happiness standards. You will identify system bugs, suggest workflow automations, and help digitize our procedures to optimize operating costs and service quality.

We are looking for a highly organized professional with a passion for high-standard service and a "solutions-first" mindset.

• Educational & Professional Background: You hold a degree or have significant experience in Business, Management, or Customer Relations. You have a proven track record of driving customer satisfaction in a fast-paced environment.

• Linguistic Excellence: You are fluent in French and English, enabling you to support our international community with ease. Proficiency in a third language is a significant advantage.

• Communication Mastery: You possess top-tier interpersonal skills. You are as comfortable handling sensitive phone conversations as you are drafting clear, professional, and empathetic emails.

• Digital Savvy: You are a "digital native" at heart. Experience with Zendesk (or similar CRM/Support tools) is a plus, and you thrive in a remote or hybrid work environment.

• Proactive Mindset: You don't just follow processes—you improve them. You are naturally solution-oriented, eager to identify bottlenecks, and proactive in proposing innovative ways to enhance our internal practices.

Because we know our experts are our greatest asset, we provide a stimulating work environment designed for your success:

• A Unique Team Spirit: Join a tight-knit, ultra-motivated community ready to tackle collective challenges together!

• A Vibrant Company Culture: There’s never a dull moment here! From our afterworks and memorable Easter egg hunts to our legendary Tuesday breakfasts, conviviality is sacred to us.

• Premium Health Protection: Benefit from a high-performance healthcare plan (Swisslife) with extensive coverage to take care of you and your loved ones.

• Extra Perks: Daily meal vouchers of €9 (via Edenred card) and 50% reimbursement of your public transport subscription.

• The "Lyon Touch": The high spirits and humor (occasionally questionable, but always sincere) of our 36 headquarters members to brighten your daily routine.

Disclaimer: In Joivy we celebrate Diversity, Inclusion, Equity and Belonging. Therefore, the entire selection process will be conducted in compliance with these criteria.  
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