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FREENOW empowers smarter mobility decisions helping people to move freely and cities to thrive.Be ready to work in a multinational, diverse, highly motivated and collaborative Customer Excellence team who strive for excellence and like to have fun.&nbsp;You’ll take the lead on a range of diverse projects, all aimed at improving the customer support experience for FREENOW users.Are you ready for your next ride?YOUR DAILY ADVENTURES WILL INCLUDE:Our work is focused on providing high quality experiences for our riders and drivers, and for our internal Customer Care teams.You’ll work with Ops, Product &amp; Tech stakeholders to deliver projects that improve the customer support experience for our users. Our aim is to allow our customers to find the solution they need quickly, and to build their trust and loyalty.You will also partner closely with our front-line Customer Care teams, identifying and delivering solutions that automate key processes and enhance the quality of our support offering.&nbsp;TO BE SUCCESSFUL IN THIS ROLE:<ul><li>A few years in a project management role, delivering cross-functional initiatives</li><li>Experience working in a technology company, with background working directly with Product &amp; Technology teams</li><li>Passionate about the customer experience, with the drive to always solve for customer satisfaction</li><li>Familiar with applications for Artificial Intelligence in Customer Support products and processes</li><li>An effective communicator both verbally and in writing with the confidence to manage stakeholders of all levels</li><li>A track record of delivery, with the skills to overcome challenges and solve problems</li><li>Ability to analyse data and identify trends and improvement opportunities.</li></ul>BENEFITS &amp; PERKS IN A NUTSHELL:<ul><li>Flexible working arrangements</li></ul><ul><li>LinkedIn Learning</li></ul><ul><li>Sabbatical &amp; special leave policies</li></ul><ul><li>WeRoad partnership</li></ul><ul><li>Birthday, 24th + 31st December off</li></ul><ul><li>Short term EU work policy</li></ul><ul><li>Mobility Credit</li></ul><ul><li>Health Insurance</li></ul><ul><li>Employee assistance program</li></ul>&nbsp;&nbsp;Plus more local benefits depending on your work location!&nbsp;DIVERSITY, EQUITY &amp; 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,&nbsp;<a target="_blank" rel="noopener noreferrer nofollow" href="https://www.youtube.com/watch?v=dOUL_n8pSGQ">bring your true self to work</a>.&nbsp;

Customer Excellence Project Manager

FREENOW empowers smarter mobility decisions helping people to move freely and cities to thrive.Be ready to work in a multinational, diverse, highly motivated and collaborative team who strives for excellence and like to have fun. Are you ready for your next ride?YOUR DAILY ADVENTURES WILL INCLUDE:<ul><li>Managing and leading a centralised, world-class customer service operation across two sites (Lisbon and Athens) that deliver an efficient and consistently high quality customer experience across all our markets.&nbsp;&nbsp; </li><li>Managing and optimising new tools and processes that drive high levels of staff engagement and productivity, improved response times and high levels of customer satisfaction.&nbsp;&nbsp; </li><li>Engaging with internal stakeholders to ensure the customer care team are aware of all new initiatives and have the knowledge, resources and training to deliver a high quality customer experience.</li></ul>TO BE SUCCESSFUL IN THIS ROLE:<ul><li>Highly experienced (5 years +) in driving Customer Satisfaction and contact centre productivity.</li><li>Experience leading teams and managing extended teams in multiple locations.</li><li>Data centric with excellent analytical skills and a bias for action.</li><li>Self-confident and engaging presence, complemented by strong social and interpersonal skills, natural gravitas and comfortable influencing at multiple levels.</li><li>Highly experienced in customer care operations with hands-on knowledge of customer support software and CRM tools (specifically Zendesk).&nbsp;</li><li>Highly experienced in driving CSAT with a deep understanding of underlying KPIs such as FRT and AHT.&nbsp;</li><li>Excellent English proficiency required, other languages are a plus</li></ul>BENEFITS &amp; PERKS IN A NUTSHELL:<ul><li>Sabbatical &amp; special leave policies</li></ul><ul><li>LinkedIn Learning</li></ul><ul><li>Birthday, 24th + 31st December off</li></ul><ul><li>WeRoad Partnership</li></ul><ul><li>Mobility Credit</li></ul><ul><li>Short term EU work policy</li></ul><ul><li>Employee assistance program</li></ul><ul><li>Health insurance</li></ul>Plus more local benefits depending on your work location!&nbsp;DIVERSITY, EQUITY &amp; 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,&nbsp;<a target="_blank" rel="noopener noreferrer nofollow" href="https://www.youtube.com/watch?v=dOUL_n8pSGQ">bring your true self to work</a>.&nbsp;

Head of Customer Care

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customer excellence project manager

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