About YEGOToday, Urban mobility is one of the most dynamic and strategic sectors, as our cities continue to grow, air and noise pollution levels soar and public space shrinks. Responses to these challenges are therefore increasingly urgent and complex.The main challenge is to propose efficient alternatives to the private car while at the same time providing innovative solutions aimed at protecting public space so that everyone can find their place and enjoy it in complete safety. The different micro-mobility solutions contribute to building a dynamic, modern, ecological, multimodal and noise-free urban environment.YEGO was born in 2016, when shared mobility as a light vehicle was still in an experimental phase, with the mission to facilitate and rethink access to ecological and responsible micro-mobility, in harmony with cities and their inhabitants, offering an ecological and elegant shared motorbike service for everyone.In 6 years we have already converted more than 10 million daily journeys into unique experiences in 8 European cities and metropolitan areas in Spain and France: Barcelona, Valencia, Seville, Malaga, Bordeaux, Paris, Toulouse, and Nice. With a strategy of progressive development, constant and controlled growth and a solid economic and financial model, our company is today one of the most experienced in the European market. Innovation, quality, safety and attention to local needs are values anchored in YEGO since the launch of the service.Since 2022, YEGO has been officially recognised in France as a "société à mission", i.e. a company with a purpose. Our raison d'être, formalised in our statutes, is to work for the provision of an urban electric transport service that is sustainable, safe, adapted to all publics and respectful of the environment and users. Around this project, we are building a united, dynamic, diverse, inclusive and committed team in which everyone, regardless of their origin, gender, religion, orientation, age or ability, can thrive and serve our mission to make our cities healthier.Within the framework of our activity and growth, our customer support service, which has an increasing number of staff, is facing global problems affecting both the Spanish and French activities (management of accidents, parking problems, fines, etc.), which are key to achieving our global quality objectives. Therefore now we arelooking for a Global Customer Experience Manager.MissionThe mission of theGlobal Customer SupportManager is the supervisionthrough the national team leaders of the customer support service team, which currently consists of around 30 people of French and Spanish nationality. It includesorganising the tasks of the service, creating and ensuring the correct implementation of harmonised and efficient processes aligned with the company's objectives and local regulations.Key ResponsibilitiesCreation, drafting, updating, implementation and monitoring of the execution of the internal processes of the customer support teams in Spain and France, including in particular the processes for the management of accidents, fines and parking incidents;Management and monitoring of the productivity and quality of service of the main external service providers, who are responsible for appealing traffic fines, as well as the intermediaries of our insurance companies for accident management;Supervision and monitoring of the two team leaders, and indirectly of the team as a whole, which is currently made up of around 30 people and is set to grow, given that the majority of the team is teleworking and/or relocated to certain YEGO cities;Monitoring of the activity through the analysis of the service's activity indicators, at the city and country level, including financial aspects, with the drafting of periodic monitoring and reporting reports for the Operations Manager and YEGO's management bodies;Communication with local operations managers to report on common service quality issues and establish the necessary action plans to address them.Creation and updating training materials in Spanish and French, and training the teams to ensure harmonised compliance with established internal processes;Drafting and/or revision of model notifications or letters, intended for service users and/or local administrations so that the support teams can use them in their daily activities, guaranteeing the quality and accuracy of the drafting;Monitoring of regulations and/or practices of local administrations at a national and municipal level, in order to adapt internal processes accordingly;Collaboration with the Product and Software teams to improve existing tools and develop new functionalities;Prospecting and testing new tools in customer service management to streamline processes and improve user experience.Required QualificationsAt least 5 years of professional experience involving the management of remote teams, as well as the documentation of written processes;Perfect oral and written expression in Spanish and French;Ability to synthesise, systematise processes and analyse performance indicators and user satisfaction;High organisational and communication skills.PerksThe 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 (Andjoy).Unlimited use of YEGO electric motorbikes.Health insurance (CIGNA)Flexible retribution plan (Cobee)Flexible working hours and the possibility to work remotely.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.#J-18808-Ljbffr
