Data Office Lead
il y a 2 semaines
We're a pioneering company in urban mobility, dedicated to transforming the way people navigate cities through our innovative electric vehicle-sharing service. With a strong presence in Spain and France, we're committed to delivering an eco-friendly, stylish, and efficient experience for our riders. Our mission is to enhance city life and reduce environmental impact, one ride at a time.
About the RoleYou'll be part of our Customer Experience team, responsible for supervising and managing customer support operations in France. Your mission will be to lead a team of 15-17 people, ensuring high-quality service and customer satisfaction. You'll report to the Global Customer Experience Manager.
Your Typical Day- Leading and managing daily operations of the customer support French team, assigning tasks and setting schedules to ensure timely responses.
- Creating and updating manuals and procedures to improve efficiency and service quality.
- Monitoring and analyzing key customer service metrics, identifying areas for improvement.
- Handling escalated or complex customer issues that require expert knowledge or additional authorization.
- Providing continuous training to team members to enhance their technical, communication, and problem-solving skills.
- Conducting quality audits, reviewing interactions, and implementing corrective actions when necessary.
- Preparing reports on team performance and service activity for the Operations Management and Executive Committee.
- A bachelor's or master's degree in Business Administration, Customer Service Management, or a related field.
- 5+ years of experience in customer support, service operations, or a similar role, including team management.
- Outstanding leadership, problem-solving, and communication skills.
- Fluency in French and Spanish.
- The opportunity to participate in an innovative project, dedicated to changing mobility into a unique environmentally friendly experience.
- Working with a young and passionate team, towards the same goals.
- A modern workspace in Poblenou.
- Free fruit, snacks, coffee, and tea at the office.
- Gym membership discount.
- Unlimited use of YEGO electric scooters.
- Health insurance.
- Flexible retribution plan.
- Flexible working hours.
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