Senior Customer Care Manager

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 Senior Customer Care Manager to join our team in Athens. In this influential role, you will spearhead the management and enhancement of Customer Care Operations across multiple markets, utilising data analytics to solve complex problems and leading teams to deliver exceptional support to 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:

• Strategic Operations Management: 
  • Oversee the day-to-day operations of your team, ensuring the delivery of a superior support experience for all customers
  • Establish and monitor performance metrics and KPIs for the customer support team
• People Management:
  • Mentor and guide Customer Care Executives, as well as Team Leaders, fostering a supportive and growth-oriented environment that enables the team to meet performance expectations and KPIs
  • Cultivate a positive and collaborative team environment, ensuring high levels of engagement and motivation among team members
• Stakeholder management:
  • Collaborate with other departments to enhance the overall customer and team experience
  • Regularly report customer support performance to senior management
• Process improvement: 
  • Evaluate workflows and processes to identify areas for improvement that enhance team and customer satisfaction
  • Analyse customer feedback and data to pinpoint opportunities for growth and develop strategic plans to address them

Our Tools: Google Suite | Microsoft Office | Zendesk

TO BE SUCCESSFUL IN THIS ROLE:

• Extensive management experience: You have demonstrated experience in customer support/operations management/general management & with a proven track record of leading large team (approximately 30 team members)
• Limpid communication: You possess a clear and concise communication style, allowing you to quickly synthesise vast amounts of information, extract key insights, and effectively disseminate actionable recommendations
• 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. Please send your application in English. 
• 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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