<div> About YEGOAt YEGO, we're on a mission to transform urban mobility through our innovativeelectric vehicle-sharing service. Since our launch in 2016, we've expanded ouroperations across numerous cities in Spain and France, offering our riders an eco-friendly, stylish, and efficient way to navigate urban environments. We're dedicatedto enhancing city life and reducing environmental impact, one ride at a time. Tocontinue our growth and enhance our data-driven decisions, we're looking for atalented and experienced Customer Experience Lead France to join our team. About the role<ul><li>You will be part of the Customer Experience team at YEGO – Department of Operations.</li><li>Our objective is that our customer support team delivers exceptional service, ensuring consistency, efficiency, and alignment with company goals and local regulations.</li><li>Your mission will be to supervise, manage, and improve customer support operations, leading a team of 15-17 people to ensure high-quality service and customer satisfaction.</li><li>You will report to the Global Customer Experience Manager.</li></ul>Your typical day at YEGO<ul><li>Leading and managing the daily operations of the customer support French team, assigning tasks and setting schedules to ensure timely responses.</li><li>Creating and updating manuals and procedures to improve efficiency and service quality.</li><li>Monitoring and analyzing key customer service metrics such as response time, resolution rates, and customer satisfaction, identifying areas for improvement.</li><li>Handling escalated or complex customer issues that require expert knowledge or additional authorization.</li><li>Providing continuous training to team members to enhance their technical, communication, and problem-solving skills.</li><li>Conducting quality audits, reviewing interactions, and implementing corrective actions when necessary.</li><li>Preparing reports on team performance and service activity for the Operations Management and Executive Committee.</li></ul>What are we looking for<ul><li>You have studied a bachelor’s or master’s degree in Business Administration, Customer Service Management, or a related field.</li><li>You have 5+ years of experience in customer support, service operations, or a similar role, including team management.</li><li>You have outstanding leadership, problem-solving, and communication skills.</li><li>You're fluent in French and Spanish.</li></ul>You are a great fit if you are<ul><li>A team player, positive, proactive, and have a can-do attitude.</li><li>Creative, curious, and methodical in developing new processes and improving existing ones.</li><li>Organized and detail-oriented, with the ability to juggle multiple priorities and manage complex situations.</li><li>Passionate about customer service, committed to delivering top-quality support, and improving customer satisfaction.</li></ul>Perks<ul><li>The opportunity to participate in an innovative project, dedicated to changing mobility into a unique environmentally friendly experience 💚</li><li>Working with a young and passionate team, towards the same goals 🙌</li><li>A modern workspace in Poblenou 💼</li><li>Free fruit, snacks, coffee and tea at the office 🍏☕️</li><li>Gym membership discount 🏋️‍♀️</li><li>Unlimited use of YEGO electric scooters 🛵</li><li>Health insurance 🏥</li><li>Flexible retribution plan 💸</li><li>Flexible working hours 🕒</li></ul>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. </div>

We offer ecological and shared mobility for greener cities. Our vehicles are electric, so your rides will be sustainable, comfortable, and noiseless. Ride greener in Barcelona, Valencia, M&aacute;laga, Sevilla, Paris, Bordeaux and Toulouse! ✔ pay per minute of ride or buy plans and packs ✔ Insurance and helmets included ✔ 100% electric ✔ Available 24/7 ✔ No return stations

Customer Experience Lead France

About the Job

About the Company

YEGO

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