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.