Glovo is building the future of cities by enabling anyone to get any product from any store in their city delivered in minutes. Our goal is to provide on-demand delivery infrastructure for every city in the world.
 
As the Live Ops Tools Support Manager you will lead a team which will ensure the scalability of the current systems (Customer Relationship Management (CRM), Voice Platform, Quality Assurance (QA) system, Learning Management System (LMS),...), accurate management of user licenses and the development of new tools for the department. We are seeking a support manager with strong operational, leadership and technical skills to build out the team, processes and tooling to create an amazing support platform.
 

You will:

  • Ensure the scalability of our current systems
  • Look continuously for improvement opportunities both in current platform and new tools
  • Develop ad-hoc tools to increase the efficiency of the service
  • Work closely with the heroes team to understand the needs of the operation
  • Lead possible external development projects
  • Provide to other branches of Live Ops with the required tools
  • Manage the contracts, negotiations, cost and licenses of all our systems
  • Build a team to ensure the delivery of the projects
  • Get your hands dirty and field direct customer support incidents when needed
  • Manage the workload within your team accordingly to the department priorities
  • Work closely with Tech teams to ensure a solid infrastructure
  • Measure and optimize the performance of the tools
  • Be one of the main owners and maintainers of our written knowledge base

Requirements:

  • Strong verbal and written communication skills in English (plus Spanish as bonus)
  • Great team leadership and organisational skills
  • Past experience in technical support role (especially on Customer Support areas)
  • Experience working with outsourced teams and leading development projects
  • Analytical 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
 
Everyone Wins: We are here for the long run. Glovers, Partners, and Users are in the very center of everything we do. If they win, Glovo wins. So for every decision, we make sure we are positively impacting them
 
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:

  • A ticket to the moon sitting on the fastest rocket - an adventure filled with challenges and professional growth
  • Offices based in trendy Poblenou (L4), 10 min away from the beach
  • Generous equity pack for all employees
  • Social benefits (such as fresh fruit every day, free lunches from our yummy partners once a week, beers on Fridays, Culture Days every 6 weeks, the best coffee machine in the world,...)
  • Young, international and talented team, used to work in a fast paced and vibrant way - currently, we are over 1000 employees from all over the world!

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