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Head of Customer Service
Customer Support - Paris - Full-time
We believe in a world where all cars are shared. Carsharing empowers people to get going in a smarter, easier way, while also having a positive impact on the environment and making cities more liveable. It’s this vision that propels us forward and inspires us to think even bigger.
Getaround is the world's leading carsharing platform with a community of more than 5 million users sharing thousands of car in more than 300 cities in the U.S and Europe.
Our team is collaborative, positive, curious, and engaged. We think fast, work smart, laugh often, and are looking for like-minded people to join us in our mission to disrupt car ownership and make cities better.
- Lead our Customer Service Teams to help them provide fast and accurate assistance using our challenging mobility marketplace across 7 countries in Europe.
What you’ll work on
- Grow/ Scale : Help to grow our 100+ Customer Service teams across our internal and outsourced centers to face our ambitions
- Daily delivery: Deliver all KPI’s in line with our SLAs on a daily basis
- Customer advocacy: Make our customer voice as prominent as possible in Getaround and provide insights to the Product team on our users needs / frustrations.
- Design & Implementation of processes to improve our quality of service
- Culture: Contribute to develop a customer centric culture within the Customer Operations team
Who you’ll work with:
- Reporting to Pierre, our Customer Operations & Risk Director
- Manage 4 Regional Customer Service managers overseeing a 100+ outsourced team
- Work closely with a dedicated product management team in charge of user assistance / customer service
- Customer Operations supporting functions: performance management & training/quality teams
What you’ll bring to the table:
- Strong (7y+) experience in leading a customer service in a marketplace environment
- “L’obsession du service client” is your bedtime reading
- Ability to show empathy and customer centric
- Analytical and problem-solver
- Leadership to drive a large team into Getaround transformation journey
What we offer:
- We are a fast growing startup with our HQ in San Francisco and European offices in Paris, Berlin, Barcelona and London. We offer one of the most dynamic and diverse company cultures in town, and give every employee the opportunity to grow and the power to define their impact