Beat is one of the most exciting companies to ever come out of the ride-hailing space. One city at a time, all across the globe we make transportation affordable, convenient, and safe for everyone.
Today we are the fastest-growing ride-hailing service in Latin America and part of the international FreeNow Group owned by Daimler.
But serving millions of rides every day pales in comparison to what lies ahead. Our plans for expansion are limitless. Our stellar engineering team operates across a number of European capitals where, right now, some of the world’s most ambitious and talented People are changing how cities will move in the future.
Beat’s footprint is rapidly expanding with current service in Greece, Peru, Chile, Colombia, Mexico and Argentina. Our global headquarters are in Athens and we are building our European headquarters in Amsterdam to attract the best talent in the world.
About the role
You enjoy raising the bar, all the time. You are interested in the ride-sharing industry and how big an impact it creates day by day in every part of the world, and that excites you because you never stop learning.
As CX Operations Manager with Beat, you will be responsible for all CX back office operations in the LATAM Region. You will play a key role by defining and implementing the roadmap focused on scalability and efficiency for our support operations while maintaining high quality standards.
You will be in charge of both inhouse and outsourced operations and will define the scope of each team as well as the footprint.
The CX Operation Manager will need to create strong partnerships with our BPOs and leveraging their solutions and sharing best practices while providing high insights to the business for customer centric decision making.
You will find a stimulating environment where you will work along with stunning colleagues on a field that is the basis for real business outcomes in the most exciting industry in the world!
What you’ll do :
Manage outsourced customer support operation teams. You will be responsible for the Vendor Management Lifecycle, which includes the scaling strategy and negotiation with outsourced partners.
Manage the inhouse team CX support team. You will be responsible for the inhouse team which is in charge of critical CX cases as well as being the elite team for new process / project testing, feedback, etc.
Define the footprint in terms of which issues each team will be in charge of.
Set up CX operations for scaling through automations and efficiencies. Drive CX related automations that will contribute to overall department effectiveness by leveraging BPO technologies and studying industry best practices.
Coordinate with internal teams for roll-out of initiatives throughout the support operation.
Responsible for CX Operational KPIs.
Identify CX pain points and propose implementations, actions, and improvements to add to the overall customer experience.
Identify, shape and communicate key metrics as well as pain points and challenges to Senior Management.
Identify and hire key positions needed for team scaling.
Create and maintain a great work environment for the CX team.
Seek new opportunities to unlock additional value for both Beat and our users.
What you need to have :
At least 10 years of experience in an operations role with a strong quantitative / analytical component in a dynamic, ever-changing environment with a track record of results and a collaborative mindset.
At least 5 years of experience in CX.
Bachelor’s in Business, Economics, Engineering or other quantitative fields
Master’s Degree or postgraduate specialization in Customer Experience preferred.
Proven experience in scaling operations using automations to improve customer service. Vast knowledge of CX KPIs.
Hands-on experience in using Customer Support platforms and tools (Zendesk preferred) for evaluating metrics.
Business Process Outsourcing experience is preferred, but not essential.
Proven team management record of diverse teams.
Strong Project management skills.
Exceptional analytical and communication skills with a problem-solving mindset and the ability to interpret and summarize complex performance and customer data.
Excellent multitasking skills to manage multiple projects across various teams and topics.
Ability to collaborate with individuals from varying backgrounds and skillsets.
Expert knowledge of Microsoft Excel (or equivalent) & databases.
Curious mind and growth mindset.
What we offer
Competitive full-time salary
Private Health Coverage on a Company’s group program
Beat rides! Travel in our city for free, at the tap of a button
Flexible working hours, top Line tools
Breakfast, high-quality daily lunch, fruit, and snacks all day long
Corporate Discount Program to be used in almost all LatAm countries
Working in a hyper-growth environment, you will enjoy numerous learning and career development opportunities
A great opportunity to grow and work with the most amazing people in the industry.
Being part of an environment that offers challenging goals, autonomy and mentoring, which creates incredible opportunities, both for you and the company.
As part of our dedication to the diversity of our workforce, Beat is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion