Shift Leader Quality Escalations Team

About Talixo 

Talixo is the world's leading operator of pre-booked transfers, working with the biggest brands in travel. We partner with fleets in 1,100+ cities and 130+ countries worldwide to provide travellers with reliable, high-quality rides, making their journeys easier and more enjoyable, from door to door. Since 2012, we've been helping travel brands create more connected journeys, and we're looking for people willing to go the extra mile.
Operating across two key locations: Krakow and Berlin, our cohesive teams - IT, Operations, Fleet, Pricing, Sales, Finance and HR - drive technological innovation, operational excellence, and organizational development. With a shared focus on refining processes and enhancing technology, while spearheading strategic growth initiatives, we seamlessly contribute to our collective success.

About the role

As the Shift Lead, you play a crucial role in ensuring the smooth operation of the Quality Escalation Team at Talixo. In 50% of your time, you'll perform operational tasks such as answering emails and processing complaints coming from our customers, bookers and drivers. The other 50% of your tasks will be related to providing essential support to the Quality Escalation team lead, assisting new employees during training, and offering process support and feedback as needed. Moreover, you'll contribute to quality measurements and reports, and take charge of creating monthly schedules for the team. In essence, your leadership will be instrumental in maintaining efficiency and advancing Talixo's commitment to delivering top-quality ground transfer solutions.

Responsibilities

Regular Operations Tasks:

• Answering incoming requests via the available contact channels,
  


• Picking up and solving queries reported by partners,


• Maintaining a close cooperation with other Talixo’s teams (Sales, Fleet, Customer Service, Booking Integrations Support, Dispatch),


• Escalating the outcome of complaints to the related team,


• Conducting ad-hoc tasks to ensure a smooth reply is provided for our customers.
  

Supervisory Tasks:

• Acting as backup for the Quality Escalation Team Manager in their absence,


• Managing the daily to-do list for the entire team,


• Ensuring daily Team goals are achieved,


• Supporting new hires during their training period,


• Providing process support and feedback to team members as needed,


• Cooperating with Training and Quality Specialist on process improvements,


• Assisting the Team Manager with quality measurements monitoring,


• Assisting the Team Manager in roaster planning.

Requirements

Skills and Competencies Required

• Ability to establish rapport, gain trust, and motivate others effectively.


• Strong teamwork and collaboration skills.


• Leadership capabilities with a fair and rule-enforcing mindset.


• At least two years of customer service-related experience.
  


• Proven track record in resolving customer or partner complaints with a high degree of empathy and professionalism,
  


• Strong command of spoken and written English - level C1 / fluent. 


• Availability to work full time, 40 hours/week, 8h/day. 

Skills and Competencies Nice to Have

• Knowledge of all major areas of Customer Operations work.
  


• Demonstrated experience in supervising others or managing projects, including delegating responsibilities and providing on-the-job support would be considered as a strong plus.

What we offer:

• Hybrid Working (office located in Lubicz 23 in Kraków),


• Employment contract, full time.


• Working according to the monthly work plan, may include some of the weekends.


• Discounts for Talixo services.


• Additional Benefits : private healthcare Allianz, My Benefit Cafeteria, Multisport Card.


• Additional paid time off - 3 days per year for professional development or volunteering. 
  

Recruitment process:

• CV screening and candidate selection


• Screening call on Google Meet with Recruiter (only selected candidates) 


• 1st stage Google Meet or F2F  interview with Hiring Manager (only selected candidates) 


• 2nd stage  Google Meet  or F2F interview with Hiring Manager and COO + Case Study  (only selected candidates) 
  


• Feedback 

We kindly ask all candidates to submit their applications in English.