Are you looking to take the next step in your career?
Donkey Republic is looking for a team lead to build up and lead a remote team of customer support agents.
Join us in a mission to make sustainable shared transportation available to everyone and make cities more liveable! We are 15,000+ bicycles large, serving 1m+ customers in 10 large and another 50 smaller cities in Europe and we believe that Every Ride Counts. We demonstrate how bike-sharing can play a major role in urban mobility. We are looking forward to meeting you!
We are looking for a team lead to build up a team of remotely working customer support agents that make our riders feel like royalty!
About the role:
You will be building up a completely new team of remote working customer support agents. The customer support is open from 7am to 7pm and needs to have at least one English and Dutch/Flemish speaking agent throughout the opening hours. Other languages we service are Danish, German, Spanish, Hungarian, Finnish, Swedish and French.
The support channels are live chat, email, messenger and phone, with the option of additional support channels over time.
You will be working remotely and should be ready to travel to our head office in Copenhagen regularly. If you are based in Copenhagen, you can work from our HQ there. You will be reporting to the Head of Customer Experience.
Your tasks include:
Coordinating the shift schedule of the customer support agents
Coordinating and managing local team: Hiring and training new team members, vacation planning and reporting, daily task distribution, team days, etc.
Practical tasks: Organizing work equipment, trips to the HQ, etc.
Customer Support responsibilities:
Training new team members
Keep your team updated about company/product/process developments
Help with support cases and step in on customer support when needed (e.g. in case of a schedule change or high incoming support volume)
Support QA: Follow up on team members’ performance (satisfaction, efficiency, tone of voice, etc.)
Reporting:
Report to Head of CX about rider issues, etc.
Regular visits at the HQ in Copenhagen
We expect you:
Have some experience in customer support/customer success/customer experience
Are ready to take the next step in your career and build your own team!
Are fluent in English and Flemish/Dutch. Any other Donkey language is an asset.
Are ready to travel regularly
Don't mind helping out on customer support and working on weekends and holidays if necessary
Are empathetic and like to work with people - your own team as well as our riders
Are structured and process oriented
Are a fast learner and digitally proficient
We are looking forward to get to know you!
This job comes with several perks and benefits
Time is precious. Make it count. Morning person or night owl, this job is for you.
Get your caffeine fix to get you started and keep you going.
Easy access and treehugger friendly workplace.
Social gatherings and games; hang out with your colleagues.
Friday is something special, let's enjoy a beer together.
Your local office is your anchor point, thus, we placed it centrally at your convenience.