The way we manage our company is built on the belief that by giving a WOW service to our clients, we will be able to change the delivery market. How are we doing it? By paying attention to all the details. Glovo is a hyper local marketplace featuring the most trendy places in each city and delivering their products in less than 45 mins.
 
We are looking for a talented Regional Customer Support Manager to join our amazing Headquarters in Barcelona.

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

Requirements:

  • 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
  • Our core values are very important to us:
     
    Gas: We think big and take calculated risks to go for all business opportunities, no matter how challenging they are! We work hard as a team and execute fast

    Care: We exercise social responsibility. We think long-term and consider the impact on others as a part of planning and execution. We respect diversity in all its forms.

    Good vibes: Our teams are built of people that radiate positive energy and managers that are honest and fair. No assholes allowed! We stay optimistic no matter what, infecting each other with positivity, joy, and the desire to spend time together

    Stay Humble: Always act humble: Everybody must roll up their sleeves and get their hands dirty to make our big plans a reality. We are tiny! We are conscious of how big the opportunity is and how much we’ve got left to do

    Glownership: Act as one company—one team: Care first about Glovo, not your role or your department. Own your stuff, no question, but go beyond your role; help before you are asked. Everything you need to make things happen, you do it. Glow it!

    If you believe you match these values, we look forward to meeting you!

Benefits:

  • Be a part of an international team, working in a fast paced environment!
  • Cool perks (such as fresh fruit and healthy snacks every day, beers on Fridays, Culture Days every 6 weeks...)
  • Free monthly Glovo credits to spend on our restaurant products
  • Unlimited Glovos (zero delivery fee on your Glovo orders)
  • Enticing Phantom Shares plan
  • Comprehensive Private Health Insurance
  • Flexible compensation plan
  • Discounted Gym memberships
  • Fun Team building activities
  • Attractive Relocation package

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