Customer Support Team Lead

Salary Competitive

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!

For more information or questions please contact us at carmen@donkeyrepublic.com

Perks and benefits

This job comes with several perks and benefits

Flexible working hours
Flexible working hours

Time is precious. Make it count. Morning person or night owl, this job is for you.

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Free friday beers
Free friday beers

Friday is something special, let's enjoy a beer together.

Central office
Central office

Your local office is your anchor point, thus, we placed it centrally at your convenience.

See all 14 benefits

Working at
Donkey Republic

Donkey Republic is a leading European bike-sharing service provider to cities and riders. The company has more than 20,000 bikes and ebikes in 70+ cities. Leveraging state of the art software (rider ad operator apps), hardware (bikes, ebikes, cargo bikes, stations), and operational capabilities, we make sure cities can provide an attractive, reliable cycling service. Our mission is to create a better city life for everyone by getting more people on the two wheels.

Read more about Donkey Republic

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