Job Application for Team Lead Customer Care at FREENOW

New

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 Team Lead Customer Care 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 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 English. Greek and German are 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:

An exciting office in Athens	LinkedIn Learning
Sabbatical & special leave policies	WeRoad Partnership
Birthday, 24th + 31st December off	Short term EU work policy
Mobility Credit	Health Insurance
Employee assistance program

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.

SEE WHAT OUR AWESOME COLLEAGUES SAY ABOUT US:

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Team Lead Customer Care

YOUR DAILY ADVENTURES WILL INCLUDE:

TO BE SUCCESSFUL IN THIS ROLE:

BENEFITS & PERKS IN A NUTSHELL:

DIVERSITY, EQUITY & INCLUSION:

SEE WHAT OUR AWESOME COLLEAGUES SAY ABOUT US:

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FN Demographic Questions