Customer Experience Lead France
Customer Experience Lead France
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Job Description
About YEGO
At YEGO were on a mission to transform urban mobility through our innovative
electric vehiclesharing service. Since our launch in 2016 weve expanded our
operations across numerous cities in Spain and France offering our riders an eco
friendly stylish and efficient way to navigate urban environments. Were dedicated
to enhancing city life and reducing environmental impact one ride at a time. To
continue our growth and enhance our datadriven decisions were looking for a
talented and experienced Customer Experience Lead France to join our team.
About the role
- You will be part of the Customer Experience team at YEGO Department of Operations.
- Our objective is that our customer support team delivers exceptional service ensuring consistency efficiency and alignment with company goals and local regulations.
- Your mission will be to supervise manage and improve customer support operations leading a team of 1517 people to ensure highquality service and customer satisfaction.
- You will report to the Global Customer Experience Manager.
Your typical day at YEGO
- Leading and managing the daily operations of the customer support French team igning tasks and setting schedules to ensure timely responses.
- Creating and updating manuals and procedures to improve efficiency and service quality.
- Monitoring and yzing key customer service metrics such as response time resolution rates and customer satisfaction 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 problemsolving ss.
- 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.
What are we looking for
- You have studied a bachelors or masters degree in Business Administration Customer Service Management or a related field.
- You have 5 years of experience in customer support service operations or a similar role including team management.
- You have outstanding leadership problemsolving and communication ss.
- Youre fluent in French and Spanish.
You are a great fit if you are
- A team player positive proactive and have a cando attitude.
- Creative curious and odical in developing new processes and improving existing ones.
- Organized and detailoriented with the ability to juggle multiple priorities and manage complex situations.
- Pionate about customer service committed to delivering topquality support and improving customer satisfaction.
Perks
- The opportunity to participate in an innovative project dedicated to changing mobility into a unique environmentally friendly experience
- Working with a young and pionate 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
YEGO is proud of being an equalopportunity workplace. We celebrate diversity and we are committed to creating an inclusive environment for all employees regardless of background gender religion orientation age or ability.
Employment Type
Full Time
