About Glovo:

We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Hispanic America and Africa. With food at the core of the business, Glovo delivers any product within your city at any time of day. We currently deliver over +40M annual orders and operate in 26 countries, and in 248 cities.

Our vision and ambition are not only to make everything immediately available in your city but it is also to offer our employees the job of their lives. A job where you'll be challenged and have the most fun working in through tech-enabled experiences.

Your work-life opportunity:

We are looking for a talented Regional Customer Support Manager to join our amazing Headquarters in Barcelona.

Be a part of a team where you will:

  • Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures
  • Create a culture and processes which achieve the business goals and objectives with regards to their customer service
  • Coordinate the operation of the assigned Live Ops hubs
  • Reduction of the cost to serve
  • Empower and Engage the Live Ops Heroes Team (internal and outsourced)
  • Act as the Voice of the Customer across the organisation.
  • Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
  • Ensure effective utilization of resources in line with service specifications, working with, or being responsible for outsourced teams to plan the required resource in conjunction with business objectives and service level agreements.
  • Continually develop improvements and embed successful change projects.
  • Drive quality and consistency

You have:

  • Extensive experience of managing operational customer service teams
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
  • Proven Management and/or relationship management experience at a senior, strategic level role.
  • Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
  • Able to interpret MI/BI and develop strategy and make recommendations.
  • Demonstrate ability to motivate and communicate with others at all levels
  • Influential relationships skills at all. Able to use these relationships to deliver service improvements
  • Excellent communication and negotiation skills.
  • Able to adapt and succeed in a changing environment
  • Evidence of well-developed leadership skills

Experience our Glovo Life benefits:

  • Enticing Phantom Shares plan
  • Attractive Relocation package (if applicable ;))
  • Comprehensive Private Health Insurance
  • Cobee discounts on kindergarten, transportation, and food
  • Free monthly Glovo credits to spend on our restaurant products (and zero Glovo delivery fee on all Glovo orders!)
  • Cool perks such as fresh fruit and healthy snacks every day, beers on Fridays, Culture Days every 2 months!
  • Discounted Gym memberships
  • Flexible working environment

What you’ll find when working at Glovo:

  • Gas: We work hard with energy and passion for what we do.
  • Care: We act in the best interest of a sustainable future
  • Good vibes: We always see the positive side in every situation and act with fairness and honesty with everyone.
  • Stay Humble: We embrace mistakes and feedback to learn from them.
  • Glownership: We roll up our sleeves and get work done no matter our position and level.
If you believe you match these values, we look forward to meeting you!
 
 
Glovo is transforming the way consumers access local goods, enabling anyone to get almost any product delivered in minutes. Our on-demand logistics connect customers with independent local couriers who acquire goods from any restaurant or store in a city, as well as deliver urgent packages for a variable fee. As of September 30, 2019, we’re currently present in more than 26 countries across Europe, Latin America, Africa, and Asia. 
 
For additional information on Glovo, please visit https://glovoapp.com/ | Twitter: @Glovo_ES | Facebook: https://www.facebook.com/glovoappES/ | LinkedIn: https://www.linkedin.com/company/glovo-app/.

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