At Wheely, we are building the future of high-end transportation. We’re pioneering a new standard of excellence and crafting unparalleled brand, product and service experiences for discerning individuals who prioritize time and perfection above all else. Join us as we scale Wheely from London, Dubai and Paris to dozens of markets around the world in the coming years. With over 3000 chauffeur partners and hundreds of thousands of customers, we are fortunate to be the leading brand in all the markets we operate in.
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
Wheely is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
All of your personal information will be collected stored and processed in accordance with Wheely’s Candidate Privacy Notice
