I guess it’s time to get to know each other better. We have been in contact for a long time now, and yet you may not know what the Member Support team is and what its work consists of. We think it is time for you to meet our family - the Member Support team!
The Team is a group of 20 people, each with different backgrounds, skills and experiences. Working for HomeExchange means you’re working with - and belong to - an international community. We have different cultural backgrounds, which makes day to day conversations very exciting! As we speak a total of 12 languages... chances are you can write us in your native language, and we will answer you :)
“By joining HomeExchange, I wanted to have the same luck as Cameron Diaz in the film The Holiday. Joking aside, I liked the idea of working for a company that is involved with the collaborative economy and its benefits” - Lourdes, Spanish Member Support Manager
Every day, we help our members by advising them or assist them with the problems they may encounter (example: finding them some replacements if their exchange was cancelled, handling different incidents, etc ...). This may take some time, because we do our best to offer you a personalized and adapted solution to your problem. We are glad you don't have to press 1,2,3,4... to have an agent. You connect to us directly, and even recognize our voices sometimes… It is not uncommon that we get really touched by some of your problems personally.
“A member had a cancellation in Paris. He was really stressed out, more than usual. After a conversation with him, he told me: "I wanted to propose to my girlfriend in marriage during this weekend, I'm devastated…”. – We always do our best to help the members, but here, I was really touched. I found him a replacement, on a "peniche " boat in Paris. When I told him, he found it amazing, better than his original exchange.“ - Vanessa, French and Portugese Member Support Officer
“The most memorable experience for me was when I got the chance to meet some of you. Once, I had a meeting with two Parisian members. To be honest, I was a bit nervous at first. I wanted to make a good impression. But after a few minutes I felt completely at ease. We ended up sharing our personal experiences while enjoying some good coffee.” - Celine, French Member Support Officer
We are well aware that HomeExchange still has things to improve, that’s why we’re grateful for all the feedback we get from you. It really helps us to stay focused on our mission. We keep in mind that behind each email there’s a face, a story, travel adventures, and a lots of things to share!
“Every time I pick up the phone, I am trying to guess who is going to call. “This time, it’s gonna be a woman!”; “Oh, I’m pretty sure the next call is gonna be from a member that did 4 exchanges”. - Working in customer service is like opening a box of chocolate: you never know what you’re going to get ;) It’s always a nice surprise here at HomeExchange!” - Alice, former Chief of Member Support team
Sincerely yours, Your Member Support teamMeet the product Team!