Customer Support Agent (English & French)

About Distribusion

Distribusion is the foremost global digital platform for ground transportation, offering travelers seamless access to bus, rail, and ferry services across more than 70 countries. We connect major transport operators with leading online retailers like Google Maps and Booking.com through our advanced B2B technology platform. Backed by prominent venture capital firms and following a recent $80 million Series C funding round, we are scaling aggressively to build the world's largest network of transportation providers and retailers.

Job Overview

As a member of our Operations team, the Customer Support Agent plays a crucial role in enhancing service quality and managing critical partnership projects. This role involves handling partner and user inquiries, primarily in English and French, across multiple communication channels, including email, live chat, and phone.

Key Responsibilities

• Respond efficiently and accurately to inbound inquiries concerning bookings, fraud issues, and technical problems from partners and customers.
• Collaborate with technical, product, retail, and finance departments to ensure prompt communication and resolution of partner concerns.
• Initiate and support continuous process improvements and advocate for new feature development to optimize operational workflows.

Work Environment

This position is fully remote, with working hours scheduled from 10:00 to 19:00 Berlin time, Monday through Friday.

Candidate Profile

• Demonstrated experience in customer service, preferably with exposure to partner relationship management; familiarity with live chat and phone support is advantageous.
• Strong technical diagnostic capabilities, including the ability to analyze logs, interpret API request-response data, and execute SQL queries independently to resolve partner questions.
• Excellent interpersonal skills, with a network-oriented approach facilitating effective collaboration and long-term partnership development.
• Fluent proficiency in both English and French languages.
• Highly organized and capable of managing multiple shifting priorities while adhering to deadlines and maintaining attention to detail.

What We Offer

• Opportunity to work in a dynamic, rapidly evolving travel technology company.
• Immediate ownership and impact on company success.
• Access to a modern tech environment with continuous enhancement of tools to support engineers and partners.
• Collaboration with internationally renowned travel industry players such as Booking.com, Google Maps, Amtrak, Deutsche Bahn, Renfe, and SNCF.
• An inspiring international team providing support, challenge, and motivation.
• Flexible remote work setup, potential relocation assistance, and opportunities for career advancement in a growing enterprise.

Recruitment Process

Your primary contact for this position is Benedetta Pezzutto (Talent Partner) and Laure Jäger (Hiring Manager). Direct any queries to talent@distribusion.com.

Embark on a journey to make a global impact within an innovative travel technology firm! Join Distribusion and influence the travel experiences of millions worldwide.