CustomerCareManager

Location: Athens! Freenow by Lyft empowers smarter mobility decisions helping people to move freely and cities to thrive. We are looking for a highly motivated and experienced Customer Care Manager to join our team in Athens. Your role will be to manage and improve Customer Care Operations for several markets with a heavy focus on solving problems through data analytics and leading teams to deliver stellar support for our users. Be ready to work in a multinational, diverse, highly motivated and collaborative team who strive for excellence and like to have fun. Are you ready for your next ride? Please send your application in English YOUR DAILY ADVENTURES WILL INCLUDE: Manage the day-to-day of your team to ensure a high-quality support experience for all customers Set, monitor, and report on KPIs and team performance metrics Coach customer care executives, contributing to a supportive and growth-oriented environment, ensure team is meeting performance expectations and KPIs Foster a positive and collaborative team environment, ensuring that team members are engaged and motivated Coordinate with other departments to improve the experience of the team and customers Provide regular reports on customer support performance to senior management Evaluate workflows and processes to recommend improvements that increase team and customer satisfaction Analyse customer feedback and data to identify areas for improvement and develop plans to address them Our Tools: Google Suite | Zendesk TO BE SUCCESSFUL IN THIS ROLE: You have demonstrated experience in customer support/operations management/general management German and Greek are a strong advantage Ability to work in a dynamic environment and manage time-sensitive tasks effectively Availability to work flexible schedules, including rotational shifts, based on business needs BENEFITS & PERKS IN A NUTSHELL: Flexible working arrangements LinkedIn Learning Sabbatical & special leave policies WeRoad partnership Birthday, 24th + 31st D