Customer Service Team Leader (French Speaking)

Wheelys Customer Service Team is directly responsible for facilitating perfect journeys for our passengers. They provide exceptional customer service to our chauffeurs & passengers by ensuring every need is met and each journey goes off without a hitch. This team is obsessed with understanding our customers’ preferences and delighting them with our service.

A successful candidate will lead a team of agents who aim to provide a flawless customer experience and protect passengers’ time by providing timely solutions to their problems. The team lead will support agents when handling complex cases and be responsible for the metrics in their market. They will act as the voice of the customer internally offering insights to other departments on process & service improvements.

What you will be doing:

• Be responsible for ensuring the highest levels of customer service across calls, live chat, and emails
• Protect our customer's time by ensuring the team adheres to operational SLAs
• Provide exceptional customer service by ensuring the team adheres to our rigorous luxury communication standards
• Take ownership for maintaining customer satisfaction targets for the team
• Monitor results & prepare relevant reporting and weekly analytics of team results
• Handle escalated complaints end-to-end and escalate feedback to senior leadership
• Contribute and make a meaningful impact on our customers' experiences with our service and help us continue to grow as a company
• Train new team members to deliver outstanding customer service
• Manage a team of agents, their development, and schedules based on forecasts
• Provide feedback to improve processes or products

Requirements

Must-have:

• Fluent spoken and written English and French
• 4+ years of experience in the luxury service industry, including contact center environments, with a focus on customer-facing roles
• Passion for exceptional service with strong interpersonal and communication skills, with the ability to build rapport
• Flexibility for shift work, including weekends, in-office
• The ability to thrive in a fast-paced high volume contact center
• Previous experience in a supervisory role or management experience with direct reports
• Strong problem-solving skills and technical proficiency
• Proven track record of handling escalated customer complaints effectively

Nice to have:

• Additional languages- Italian, German, Spanish, Arabic, Chinese, Russian
• Diploma + in hospitality or related field
• Experience working with Jira, Intercom & Aircall

What we Offer 

• Competitive salary and equity package
• Monthly credit for journeys with Wheely
• Private health insurance
• Professional development subsidies
• Language allowance for desirable languages
• Lunch allowance
• Best-in-class equipment