Customer Experience Agent; French Market

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 Experience 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.

In Click&Boat, there are 3 main operational Business Units :

• Supply: deals with boat owners and make sure the boats available on our platform generate revenues with the highest quality of service.

• Sales: deals with tenants and supports them all along a booking process, from quotations to closing the deal.

• Customer Care: represents the point of contact for our customers after a booking is closed by the Sales team (before, during and after the trip), and makes the link between boat owners and tenants (booking modification or cancellation, insurance or accident issues, etc).

As Customer Experience, you will integrate the Customer Care crew and will play a key part in supporting our users
, and collaborating closely with the Finance, Sales and Supply crew members across teams to deliver a high-quality work.

If you're excited about marketplaces, digital business and dynamic environments, you might be exactly who we’re looking for.

As 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…