Customer Service Manager Germany (f/m/d)

Job description

Would you like to work in one of today’s most innovating sectors? Felyx is looking for an ambitious Customer Service Manager who wants to jump into the deep with us by launching and leading the Germany team. No flashy sales talks, but helping our customers with integrity to create a great customer journey.

 

As urbanization is rising and the air quality is deteriorating, we feel the need to make our cities greener and healthier by offering a sustainable mobility solution. Besides, we offer a new and fun way around town! At felyx, everybody within their own expertise is contributing to a cleaner city by making this swift door-to-door transportation the new status quo. We are working together as an ambitious team of entrepreneurs, operators, marketers and engineers, and looking to grow as we scale the business throughout Europe. Felyx is one of the few micro-mobility players in the world that is EBITDA positive on group level. We are a young company with more than a hundred employees, working in the operations and at the head office in Amsterdam. You can describe us as passionate, ambitious, entrepreneurial, and transparent. Do you share our DNA? Great! Join our ride!

 

Here’s the challenge
As Customer Service Manager you will launch and manage our team which is responsible for maintaining a strong and constructive relation with our customers in Germany. Your team members in Berlin are the voice and ears of the company - so you know like no one else how we help our customers in the best possible way, you know their needs. You are able to identify potential challenges and to set a clear strategy in order to achieve team goals that you define together with the GM Germany based on market priorities.


With our rapid growth coming up we expect you to be hands-on and help the team out where needed. Besides, you inspire your team to improve the service that we provide and to engage customers to facilitate organic growth. Our Customer Service is an important channel to retrieve data from. This means that you’re able to analyse statistics, have an eye for detail and compile accurate reports to share with the rest of the business.


What you'll be doing

  • Manage team performance and KPI’s: analyse statistics (rcps) and improve performance
  • Take ownership of escalated customers issues
  • Recruit, mentor and develop the CS Agents and Leads. Create a safe and positive environment where they can excel through encouragement and constructive performance dialogues.
  • Workforce management and FTE planning
  • Come up with improvements that contribute to optimizing processes or customer satisfaction
  • Manage 3rd party and internal stakeholders of Germany


But, important not to forget, is that we encourage you to grow with the company and within your role, so who knows what role you could have in a year or two - as we are continually growing in our journey towards ‘world domination’. Just kidding, market leader in Europe will do (for now).

Requirements

We truly get excited if you

  • Have 3 – 5 years' experience as a Customer Service Manager/Lead
  • Possess excellent knowledge of management methods and techniques
  • Are a strong leader who knows how to get the best out of a team - a real people person
  • Own the ability to think strategically and long term
  • Have strong client-facing and communication skills
  • Possess advanced troubleshooting and multi-tasking skills
  • Are fluent in German & English, both written and spoken (required)

Bonus points if you

  • Are excited about operating an urban mobility service
  • Have experience building and leading a team

What we offer

  • The opportunity to grow with us and to conquer Europe in the coming year
  • The trust of the organization to make Germany a great success in your way!
  • Flexibility to make sure your work/life is in balance
Joining our ride is becoming part of the leading global platform in urban mobility. Having a direct impact on the business - with a high degree of independence - will give you a very steep learning curve. Maybe also nice to know: We have a very strong, family-like team.


We are very proud of the fact that we have been named by LinkedIn as a top start-up to work at for the second time in a row, together with many other prestigious awards we’ve received since our start in 2017. We are operational in 7 cities within the Benelux and will be launching many more European cities in 2021. We have a strong focus on scaling up internationally.