Customer Care Team Leader (Polish Customer Care Team) (m/f/d)
há 14 horas


FREE NOW is the multi-service mobility joint venture backed by BMW Group and Daimler AG. Next to ride hailing, FREE NOW also offers micro-mobility services and car sharing.

It consists of the services FREE NOW (10 European markets), Βeat (5 Latin American and 1 European market) and hive (e-scooter and e-bikes in 3 European markets).

Summed up, those services currently attract 45 million users in 17 markets and more than 150 cities. FREE NOW is therefore the biggest multi-service mobility provider in Europe and the fastest-growing ride-hailer in Latin America.

FREE NOW works with various third party providers to offer their customers an even wider range of options to get from A to B.

In total, more than 2,200 employees in around 35 offices work for the services of FREE NOW, which is led by CEO Marc Berg.

Do you mix well and love customer care? Are you an enthusiastic, energetic self-starter that is keen to learn with a passion for Customer Experience?

Then this is the role for you! As a Customer Care Team Leader, you will participate in the development of the customer service of the future & ensure we deliver excellent customer support to our drivers & riders.

You will be leading our brand-new Polish Customer Care Team in our Lisbon Hub.

What you'll do :

  • You will be responsible for proactively managing Customer Support queues and workload in line with our SLAs and targets
  • You’ll monitor team and individual performance to ensure targets are met
  • You will provide day to day guidance to Customer Support Associates to help them take the best care of our riders and drivers
  • You’ll act as the leader and key point of contact for all members of the Customer Support team.
  • You will take handle escalated queries and take responsibility for providing a solution
  • You will work closely with the Head of Customer Support to ensure the team is efficiently resourced and achieve the targets
  • You will work closely with key stakeholders in other teams to find creative solutions to day-to-day challenges
  • You will provide the Customer Support with ongoing coaching as well as develop and deliver regular briefing / training sessions
  • You will establish and develop processes that allow the team to provide first-class customer support
  • You will motivate and inspire our team to achieve their goals and more!
  • Your profile :

  • You have a track record of providing fantastic customer support, and have least 1 year of previous experience in a Team Leader or Senior Associate position
  • You are passionate about customer relations and people management
  • You’re experienced in handling escalated queries through to resolution
  • You have a competitive edge and thrive in a fast-paced team environment, we are indeed a hyper-growth scale up.
  • You have exceptional written and oral communication skills
  • You are skilled in delivering feedback and handling delicate conversations
  • You’re a people person and enjoy working as part of a team
  • You are a creative thinker and enjoy solving problems
  • You consistently display an excellent level of detail
  • Full proficiency in Polish and in English - please submit your application in English
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