Job Description
Customer Service Manager – Trust & Safety
WARSAW, POLAND
LEGAL – TRUST & SAFETY
FULL-TIME – SALARY
REMOTE
Lime is the world’s largest shared electric vehicle company. We’re on a mission to build a future where transportation is shared, affordable and carbon-free. Named a Time 100 Most Influential Company in 2021, Lime has powered 350+ million electric bike and scooter rides in 200+ cities on 5 continents, saving an estimated 75+ million car trips. Learn more about how we help the world #RideGreen at li.me!
We are recruiting a Customer Service Manager to lead a new team that provides customer support to riders and the entire urban community when reporting accidents. The manager will have a passion for leadership, meeting key performance indicators, and providing exceptional customer service. You will be an integral part of building the team, developing processes, setting goals, and training and coaching team members.
This is a remote position within Poland.
What you’ll do
- Lead the daily operations of the new Customer Service team (hire, schedule, train, coach, and team performance).
- Implement production, productively, quality, and customer service standards.
- Be both a strategic and tactical partner to develop effective operational frameworks.
- Set customer service goals for team members and help them reach those goals.
- Interact with Lime customers and handle customer accident reports in a timely manner.
- Answer customers’ questions, resolve problems/escalations, and maintain a high customer satisfaction.
- Monitor and interact with customers across Lime’s multiple social media platforms.
- Make weekly and monthly team reports.
- Collaborate across stakeholder teams to understand Lime’s customer and business needs and implement key business initiatives.
About You
- 3-5 years of management experience in the customer service field.
- Highly customer-centric and has an intuitive understanding of customer/client needs.
- Experience building operational processes at scale.
- Ability to simplify difficult problems into actionable and solvable tasks\Data-driven by nature, strong attention to detail, and obsessed with process improvement.
- Comfortable juggling a wide range of responsibilities at the same time, meeting established deadlines.
- Ability to build trust, interact globally with all levels of the organization and able to effectively communicate and influence team members and/or partners across cultures
- Fluent English in both written and spoken form (an additional major European language would be advantageous)
- Excellent workforce management and capacity planning skills
- Strategic mindset with strong problem-solving and resolution skills
- Outstanding organizational skills with an attention to detail
What We Offer
- Opportunity to revolutionize transportation in cities around the world with the leader in urban mobility solutions
- Scale with a rapidly growing organization, with significant opportunity for growth
- Play a role in the transformation of urban mobility and sustainability
- Work with a team of successful, fun and motivated people
- Competitive salary and benefits