head of customer care

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:

• 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.  
  

• 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.  
  

• 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.

TO BE SUCCESSFUL IN THIS ROLE:

• Highly experienced (5 years +) in driving Customer Satisfaction and contact centre productivity.

• Experience leading teams and managing extended teams in multiple locations.

• Data centric with excellent analytical skills and a bias for action.

• Self-confident and engaging presence, complemented by strong social and interpersonal skills, natural gravitas and comfortable influencing at multiple levels.

• Highly experienced in customer care operations with hands-on knowledge of customer support software and CRM tools (specifically Zendesk). 

• Highly experienced in driving CSAT with a deep understanding of underlying KPIs such as FRT and AHT. 

• Excellent English proficiency required, other languages are a plus

BENEFITS & PERKS IN A NUTSHELL:

• Sabbatical & special leave policies

• LinkedIn Learning

• Birthday, 24th + 31st December off

• WeRoad Partnership

• Mobility Credit

• Short term EU work policy

• Employee assistance program

• Health insurance

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.