JOBS: Customer Service Team Lead at Superpedestrian

About the job

Superpedestrian is engineering the future of micro-mobility. The Superpedestrian team is composed of some of the most talented operations specialists, policy managers, designers, and engineers, all focused on transforming future urban mobility. Our scooters, called LINK, were designed to prioritize safety from the inside out, and our Superpedestrian team is dedicated to building meaningful local and city partnerships across the world. Join us!

The ideal candidate will have strong experience working and leading in a multi/omnichannel support environment with a history of managing outsourced partnerships. We’re looking for a capable leader who can impact change to the customer experience through data-backed analysis and creative solutions. You will be deeply involved in the day-to-day, driving our team and partner service providers to deliver exceptional experiences for our riders. You are tech-savvy and able to rapidly learn and utilize multiple technology platforms and tooling. This is an exciting opportunity for experience working on a fast-paced, continuous improvement startup team.

What you'll do:

• Build strong teams while influencing metrics, procedures, and processes
• Work directly with our service provider partners to meet or exceed defined KPIs, specifically around response time and customer satisfaction
• Identify opportunities to increase efficiency and effectiveness, and reduce costs
• Be the voice of the customer for Superpedestrian’s riders and the local community
• Actively participate in business reviews providing actionable feedback on product and customer experience improvements
• Implement and document new guidelines and best practices across the CS team in partnership with management
• Evaluate staffing plans and scheduling to ensure expected volume will be handled within SLA targets in a multi-channel customer care environment

What we’re looking for:

• Excellent written and verbal communication
• Proven project management, multitasking & prioritization skills
• Ability to balance attention to detail with expeditious execution in a fast-paced environment
• Highest standards of accuracy and precision; extremely organized
• You’re a leader who inspires, motivates, and coaches the team
• Superb interpersonal skills with the ability to clearly articulate to users and management
• 2+ years in call center/contact center management experience
• Strong customer service background required
• Experience working with outsourced service providers preferred
• Proficiency in data analytics and implementing operational process improvements

Why you’d want to join us:

• We’re different.
• We are born of engineers, not venture capitalists. Our control center and test labs are located in Cambridge, Massachusetts, alongside MIT and Harvard University. We have some of the sharpest minds in the industry, and we hold more than 30 patents for our amazing technologies. None of our competitors come close.
• LINK is the result of eight years developing our artificial intelligence-driven safety platform, and two years designing a robust chassis and efficient powertrain to match. We take our time to get our technology, our operations, and our recruitment just right because we think long-term.
• And we’re growing fast. You’ll have the opportunity to shape our company and the way we work and make a real difference to communities through our services.

Superpedestrian actively encourages applicants of all backgrounds. If you think you meet most of the requirements, but not every single point on the job description, please apply! We’d love to have a chat and see if you'd be a great addition to our team.