Customer Experience Lead France

hace 5 días

Barcelona, España YEGO A tiempo completo

**About YEGO**

At YEGO, we're on a mission to transform urban mobility through our innovative

electric vehicle-sharing service. Since our launch in 2016, we've expanded our

operations across numerous cities in Spain and France, offering our riders an eco
- friendly, stylish, and efficient way to navigate urban environments. We're dedicated

to enhancing city life and reducing environmental impact, one ride at a time. To

continue our growth and enhance our data-driven decisions, we're 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 15-17 people to ensure high-quality 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, assigning tasks and setting schedules to ensure timely responses.
- Creating and updating manuals and procedures to improve efficiency and service quality.
- Monitoring and analyzing 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 problem-solving skills.
- 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 bachelor’s or master’s 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, problem-solving, and communication skills.
- You're fluent in French and Spanish.

**You are a great fit if you are**
- A team player, positive, proactive, and have a can-do attitude.
- Creative, curious, and methodical in developing new processes and improving existing ones.
- Organized and detail-oriented, with the ability to juggle multiple priorities and manage complex situations.
- Passionate about customer service, committed to delivering top-quality 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 passionate 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 equal-opportunity 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._

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