Head of Customer Service Platforms (They/She/He)

    myGwork Published: October 19, 2021
    Location
    Barcelona, Spain
    Job Type

    Description

    About Glovo:

    We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. With food at the core of the business, Glovo delivers any product within your city at any time of day.

    At Glovo, you’ll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city. We welcome top performers that will bring new ideas, diverse perspectives, and provide you the opportunities and freedom to grow and make a real impact on millions of lives… all while having fun!

    We believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds.

    In your application, please feel free to note which pronouns you use (For example: she/her/hers, he/him/his, they/them/theirs, etc).

    Your work-life opportunity:

    As the Head of LiveOps Platforms you will lead a team which is responsible for management of the current systems (CRM, Voice Platform, Quality Management, LMS, Knowledge Base, Chatbot), developing of new tools and systems and ensure that they help the LiveOps (Customer Support) organization to provide and excellent and cost effective service. We are seeking a team manager with strong operational, leadership and technical skills to build out the team, processes and tooling to create an amazing support platform.

    Be a part of a team where you will:

    • Give you the trust and support to grow, develop, and make a difference while encouraging you to bring your unique perspective to the table
    • Collaborate together and learn from each other
    • Ensure the availability (24/7) and the scalability of our current systems
    • Look continuously for improvement opportunities both in current tools and new ones
    • Manage implementation and integration of new systems for LiveOps
    • Develop ad-hoc tools to increase the efficiency of the service
    • Lead external/joint development projects
    • Work closely with the LiveOps team to understand the needs of the operation
    • Provide to other branches of Operations department with the required tools
    • Manage contracts, negotiations, cost and licenses of all our systems
    • 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 LiveOps tools
    • Train and develop a team of +8 people

    You have:

    • An empathetic, inclusive and curious attitude
    • A passion to make a positive impact on the life of millions of people through technology
    • +5 years experience in management support teams (especially on Customer Support areas)
    • Experience on Customer Service tools (CRM, Telephony platforms and others)
    • Experience on vendor management
    • Knowledge of data integrations is a plus
    • Experience on fast growing companies is a plus
    • Experience on developing in-house solutions is a plus
    • Technical background
    • Strong verbal and written communication skills in English (Spanish is a plus)
    • Great team leadership and stakeholder management skills
    • Excellent analytical skills
    We are always looking for the best candidates, so if you think you would be a good fit even if you don't meet 100% of the requirements we would love to hear from you!

    Experience our Glovo Life benefits:

    • Enticing equity plan
    • Top-notch private health insurance
    • Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders!
    • Discounted gym memberships
    • Flexible time off (take the time you need) and hybrid working model (own your time)
    • Enhanced parental leave including nursery support!
    • Online therapy and wellbeing benefit
    • External learning budget

    What you’ll find when working at Glovo:

    • Gas: We work with energy, innovation and passion for what we do. We are committed.
    • 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 regardless of gender, sexual orientation, religion, and abilities.
    • 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!
    Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook!
    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.
    For additional information on Glovo, please visit https://about.glovoapp.com/

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