Rider Support Team Lead
Gorillas, Netherlands

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Unspecified
Total Vacancies
1 Job
Posted on
Apr 21, 2021
Last Date
May 21, 2021
Location(s)

Job Description

About gorillas:

We are gorillas and on a mission to redefine convenience retail. With our ten minute grocery deliveries we are disrupting the supermarket space, one of the biggest markets still in the hands of traditional players. We are a rapidly growing startup and are currently building an outstanding team with skilled members across all domains and backgrounds. We focus on building a diverse and inclusive company culture and aim to become a global leader in on-demand retail. Come join us on this journey.

We are currently looking for a Rider Support Team Lead with a great customer oriented approach and analytical skill set. As a Rider Support Team Lead you will need to successfully build and sustain a structure that can deal with a growing number of enquiries from our Rider community while providing high-quality resolutions and ensuring efficiency in all involved processes.

Responsibilities:

  • Define the Rider Support strategy and KPIs.
  • Ensure achievement of KPIs.
  • Lead a team of support specialists.
  • Structure our support environment including reporting infrastructure.
  • Analyze support metrics and derive implications for our rider operations together with the relevant stakeholders.
  • Compile processes that will sustain top-notch support for a community of more than 1000 riders.
  • Ensure every day that riders' inquiries are answered promptly and smoothly.
  • Quality control of the rider support team.
  • Improvement of the product and internal processes taking into account Riders feedback as reflected through our support channels.

Requirements

Your strengths:

  • You have done this before - at least one year of experience as a support team lead, supervisor or manager.
  • You are experienced with defining and monitoring support KPIs.
  • Experience with setting and analyzing support reporting infrastructure is a must.
  • You have at least 1 year experience with support applications like Zendesk, Freshdesk, Salesforce or any other customer service software.
  • You can do this - you have a proactive attitude, a hands on mentality and you love solving problems.
  • You are friendly, open-minded, enjoy talking to people and happy to learn from your colleagues.
  • Ideally, you have worked in a delivery job before and/or have a rider mentality.
  • Excellent English skills (spoken and written) - other language skills are of course a plus!

Benefits

What we offer:

  • Steep learning curve from day one
  • Great opportunity to build something you are proud of: we are growing fast, which means that the opportunities at Gorillas are virtually limitless.
  • An awesome team spirit and an exciting workplace with a dynamic and international environment.
  • Transparent company culture with flat hierarchies and a high career growth trajectory at Gorillas

Job Specification

Job Rewards and Benefits

Gorillas

Information Technology and Services - Berlin, Germany
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