Customer Care Team Lead

**Our drive**

At EasyPark, we love cities. We love them for work, for play, and everything in between. Our mission is to make life in cities that much easier - by taking care of the parking. Using technology, we break barriers, helping improve the urban experience. We aim to create a scenario where parking supply and driver demand are balanced not due to additional parking spots and fewer cars, but thanks to predictive technology that connects our users to available spots.

At EasyPark it is the people that make the difference. We stay true to our values of playing together, all while being curious and trying new things while moving towards our goals, step by step, inch by inch.

**The Role**

You will work closely with the Customer Care Manager and other Customer Care Team Leaders to continuously improve the work of the Customer Care function operating in a fast-paced, fast-growing ever-changing business environment.

You will have full people management responsibility and report to the Customer Care Manager for EasyPark South Europe. This position will be based in Madrid, Spain.

**You will contribute & make an impact through**:

- Leading, supporting, and motivating your multi-site team in the daily Customer Care operation
- Monitoring and reporting of individual KPIs on a daily, weekly, and monthly basis
- Planning, scheduling, and prioritizing team resources in collaboration with other Team Leaders, the Customer Care Manager, and the Workforce Manager.
- Taking an active role in ensuring aligned ways of working across the EasyPark footprint
- Dedicating time to the individual development of each team member using a coaching approach
- Recruiting new team members when necessary

**About you**
- We think that to thrive in this role, you might recognize yourself in the following:_

In order to thrive in this dynamic role, you are a naturally collaborative person, with great communication and people skills. You like problem-solving, and getting things done and you enjoy watching people grow and being there and supporting along the way. You are easily self-motivated, have great patience, and can deal with pressed situations when they arise. You will have a lot of freedom around how to do things and how to work with your team. In an open-minded way, you collaborate closely with the Customer Care Manager and your Team Leader colleagues to develop a Customer Care function that provides a state-of-the-art premium service experience to our customers.

**Your background**
- At least 2 years of leadership experience with full people management responsibilities or demonstrated leadership competencies such as showing ability to:

- Build and nurture trusting relationships and collaboration within the team by always being respectful, walking the talk, being prestigeless, and taking care of the well-being of the whole
- Use reporting and analytics, working proactively with data as guidance for decision-making on resource allocation as well as process improvements
- Unify the team and create clarity on ways of working ensuring that everyone is working closely together towards common goals
- Listen carefully and recognize the needs of the team as a whole as well as all individuals within the team
- Managing own time as well as the team's time and prioritizing tasks according to what is needed within the team at any given time
- Encouraging team members to take initiative, follow up, and allow mistakes
- Create a constructive and positive working environment
- Excellent spoken and written skills in Spanish and English are required.
- A university degree in business administration or similar is considered a plus

**One final thing**

EasyPark expects a lot, not in the old-fashioned way, but in expecting your ideas, initiatives, dedication, and commitment to contribute towards the common goals of the company together with your colleagues. We seek individuals who are truly passionate about their work and possess an entrepreneurial spirit to overcome challenges. Being a part of the EasyPark team will, for the right person, be a fruitful and personally enhancing journey.