Customer Experience Lead France

About YEGO

At YEGO, we're on a mission to transform urban mobility through our innovative

electric vehicle-sharing service. Since our launch in 2016, we've expanded our

operations across numerous cities in Spain and France, offering our riders an eco-

friendly, stylish, and efficient way to navigate urban environments. We're dedicated

to enhancing city life and reducing environmental impact, one ride at a time. To

continue our growth and enhance our data-driven decisions, we're looking for a

talented and experienced Customer Experience Lead France to join our team.

About the role

• You will be part of the Customer Experience team at YEGO – Department of Operations.
• Our objective is that our customer support team delivers exceptional service, ensuring consistency, efficiency, and alignment with company goals and local regulations.
• 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.
• You will report to the Global Customer Experience Manager.

Your typical day at YEGO

• Leading and managing the daily operations of the customer support French team, assigning tasks and setting schedules to ensure timely responses.
• Creating and updating manuals and procedures to improve efficiency and service quality.
• Monitoring and analyzing key customer service metrics such as response time, resolution rates, and customer satisfaction, identifying areas for improvement.
• Handling escalated or complex customer issues that require expert knowledge or additional authorization.
• Providing continuous training to team members to enhance their technical, communication, and problem-solving skills.
• Conducting quality audits, reviewing interactions, and implementing corrective actions when necessary.
• Preparing reports on team performance and service activity for the Operations Management and Executive Committee.

What are we looking for

• You have studied a bachelor’s or master’s degree in Business Administration, Customer Service Management, or a related field.
• You have 5+ years of experience in customer support, service operations, or a similar role, including team management.
• You have outstanding leadership, problem-solving, and communication skills.
• You're fluent in French and Spanish.

You are a great fit if you are

• A team player, positive, proactive, and have a can-do attitude.
• Creative, curious, and methodical in developing new processes and improving existing ones.
• Organized and detail-oriented, with the ability to juggle multiple priorities and manage complex situations.
• Passionate about customer service, committed to delivering top-quality support, and improving customer satisfaction.

Perks

• The opportunity to participate in an innovative project, dedicated to changing mobility into a unique environmentally friendly experience 💚
• Working with a young and passionate team, towards the same goals 🙌
• A modern workspace in Poblenou 💼
• Free fruit, snacks, coffee and tea at the office 🍏☕️
• Gym membership discount 🏋️‍♀️
• Unlimited use of YEGO electric scooters 🛵
• Health insurance 🏥
• Flexible retribution plan 💸
• Flexible working hours 🕒

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.