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Team Lead, Customer Support

hace 2 meses

Mexico City Getaround A tiempo completo
Team Lead, Customer Support ContractMexico City, Mexico Who We Are: Getaround is the world’s first connected carsharing marketplace. Launched in 2011, Getaround is available today in more than 1,000 cities across the United States and Europe.We connect safe, convenient, and affordable cars with people who need them to live and work via our peer-to-peer marketplace. Our proprietary connected car technology allows guests to book and unlock a wide variety of vehicles directly from our app without ever having to meet anyone in person, carry an access card, wait in line, or coordinate picking up keys, unlike traditional rental car services.Getaround is focused on providing economic opportunities to local communities. Our community includes guests who rely on our cars for on-demand mobility and entrepreneurial hosts (car owners) who share cars on our platform including those who operate their own carsharing businesses. Did you know cars are parked 22 hours a day on average? When we share cars, we don’t need as many on the road, which means fewer accidents, reduced traffic, and less space required for parking. Carsharing modernizes mobility by allowing people to connect multiple forms of efficient transportation for any type of use case.Through carsharing, we aim to lessen greenhouse gasses and reduce pollution. Studies show that when carsharing is available, people drive less and drive vehicles more appropriate for their use case, which can reduce household carbon emissions by up to 40%. Also, shared cars are used more frequently and retired more quickly, accelerating the adoption of newer, more energy-efficient vehicles.Our mission is to empower people to carshare everywhere by enabling the shift away from car ownership, want to join us? Your Mission: As a Team Lead, you will be responsible for one or more teams that are critical to the success of the business. We are seeking a talented and determined individual to oversee the day-to-day activities of specific teams to ensure we are reaching our monthly goals. This role will encompass many different areas of expertise, including but not limited to all aspects of customer support, staffing, training, QA evaluations, team development, and continuous efforts to support and improve our staff. 

What You’ll Do: Essential Duties & Responsibilities (include, but are not limited to the following)

Develop and implement customer service policies and procedures. Monitor customer service representatives’ performance and provide ongoing coaching and feedback. Resolve customer complaints and inquiries in a timely and efficient manner. Analyze customer service trends and recommend improvements. Train and onboard new customer service representatives. Monitor customer service representatives’ adherence to company policies and procedures. Ensure customer service representatives maintain a high level of customer service. Prepare and analyze customer service reports. Foster an environment of collaboration and teamwork among customer service representatives.

What You’ll Bring:

Minimum of 5+ years of experience in customer service. Excellent leadership and organizational skills. Strong communication, problem-solving, and decision-making skills. Proficient in Microsoft Office Suite (Word, Excel, PowerPoint). Able to handle multiple tasks and prioritize effectively. Able to motivate and mentor customer service representatives. Knowledge of customer service software and systems.

Work Environment:

Typical work environment includes desktop computing work using typical desktop computing equipment (laptop, keyboard, mouse, monitors, desk, chair) in a home office environment and/or other remote workspace environment.

Physical Demands:

Ability to sit and use typical desktop computing workspace equipment - e.g. mouse, keyboard, monitor, phone - for extended periods of time. Manual dexterity to operate a typical desktop computing workstation. Ability to communicate both verbally and in writing, using virtual meeting and communication tools such as email, Google Meet, and Slack. Ability to lift and carry up to 15 pounds, if required. Reasonable accommodations will be made for qualified individuals with disabilities. We Are Getarounders Getaround is proud to be an equal-opportunity employer. Getaround is committed to providing equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, sex (including gender, gender identity, gender expression, pregnancy, childbirth, breastfeeding status, or related medical conditions), age, sexual orientation, national origin, ancestry, marital status, military or veteran status, genetic information, disability (including physical or mental disability, medical condition, or medical leave), or any other characteristic protected by federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. This EEO statement reaffirms our commitment to providing a workplace free from discrimination and harassment, in accordance with all applicable laws. We encourage all qualified candidates to apply for employment opportunities at Getaround. Consistent with our commitment to equal employment opportunity, Getaround will make reasonable accommodations for qualified individuals with disabilities. If you require an accommodation to perform the essential functions of your job due to a disability, please contact People Operations at peopleops@getaround.com to request an accommodation. At Getaround, we are proud to be an Equal Opportunity Employer. We believe that no matter your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, your perspective has value. Come join us in continuing to make Getaround a great place to work