Customer Support Lead
YOUR MISSION
We are looking for a Marketplace Experience Lead to lead the Support Operations in Ukraine, Kyiv. Glovo helps Clients, Couriers and Partners through different channels (chat, email and phone) to solve their issues and to ensure they have an excellent experience with Glovo.
THE JOURNEY
Be responsible for the effective operation of Customer Service hubs providing service to Ukraine
Drive efficiency and quality in the BPO
Collect, analyse and report contact-center KPIs (costs, service level, customer service metrics, team happiness etc.)
Evaluate performance with key metrics (accuracy, waiting time, average waiting time, etc.) and identify and implement improvement initiatives
Empower and Engage the Marketplace Experience Heroes Team
Act as the Voice of the Customer across the organisation.
Drive cost efficiency with effective budget planning & manage the relationship with the hub providers .
Develop objectives for the call center’s day-to-day activities.
Continually develop improvements and embed successful change projects.
Drive quality and consistency
Cross-functional engagement with local and global Glovo stakeholders.
What You Will Bring To The Ride
Strong strategic and customer focus with a clear understanding of performance evaluation and customer service metrics.
Strong analytical and numerical skills with track record of of exceeding targets, KPI’s SLA’s in fast paced environments
Understanding of reporting
Ability to motivate and communicate with others at all levels
Evidence of well-developed Vendor management skills
Ability to coach, motivate and drive team performance
Excellent organizational and leadership skills with a problem-solving ability.
Able to adapt and succeed in a changing environment
Fluency in Ukrainian and B2 English is a must
An empathetic, inclusive and curious attitude
Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.
We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together.
At Glovo, we truly value diversity for the positive impact it brings to our teams, products, and culture. We're dedicated to providing equal opportunities for talent from all backgrounds.
Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).
Valeriia Aliekova
