Customer Care Team Lead

Location: Athens

 

FREENOW empowers smarter mobility decisions helping people to move freely and cities to thrive.

We are looking for a highly motivated and experienced Customer Care Team Lead to join our team in Athens. Your role will be to manage and improve Customer Care Operations for several markets with a heavy focus on solving problems through data analytics and leading teams to deliver stellar support for our users. 

Be ready to work in a multinational, diverse, highly motivated and collaborative team of passionate developers who strive for excellence and like to have fun.  Are you ready for your next ride?

YOUR DAILY ADVENTURES WILL INCLUDE:

• Operations Management: 
  • Manage the day-to-day of your team to ensure a high-quality support experience for all customers
  • Set and track performance metrics and KPIs for the customer support team
• People Management:
  • Coach customer care executives, contributing to a supportive and growth-oriented environment, ensure team is meeting performance expectations and KPIs
  • Foster a positive and collaborative team environment, ensuring that team members are engaged and motivated
• Stakeholder management:
  • Coordinate with other departments to improve the experience of the team and customers
  • Provide regular reports on customer support performance to senior management
• Process improvement: 
  • Evaluate workflows and processes to recommend improvements that increase team and customer satisfaction
  • Analyse customer feedback and data to identify areas for improvement and develop plans to address them

Our Tools: Google Suite | Microsoft Office | Zendesk

TO BE SUCCESSFUL IN THIS ROLE:

• Solid management experience: You have demonstrated experience in customer support/operations management/general management & in leading a team (10-15 team members)
• Limpid communication: You are a very clear and concise communicator with the ability to synthesise a lot of information quickly, highlight the key takeaways, and disseminate actionable insights.
• Strong sense of autonomy: The ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must!
• Language skills: You speak fluently in Greek & English. German or/and French is a plus.
• Excellent analytical & organisation skills: The ability to interpret data to drive decision-making, deliver stuff on time & handle stress well

BENEFITS & PERKS IN A NUTSHELL:

• Free office breakfast and snacks

• Free Udemy e-learning access

• Sabbatical & special leave policies

• L&D opportunities

• Birthday, 24th + 31st December off

• Partner product discounts

• Mobility Benefits card

• Meal vouchers

• Employee assistance program

• Personal development budget

Plus more local benefits depending on your work location!

DIVERSITY, EQUITY & INCLUSION:

FREENOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve, bring your true self to work. 

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