Customer Support Manager (France & Spain)
YEGO
- Barcelona
- Permanente
- Tiempo completo
- Creation, 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.
- At 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.
- 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 (Andjoy).
- Unlimited use of YEGO electric motorbikes.
- Health insurance (CIGNA)
- Flexible retribution plan (Cobee)
- Flexible working hours and the possibility to work remotely.