Customer Service Team Leader

1 week ago


Dubai, Dubai, United Arab Emirates Wheely Full time
Wheely is a Swiss-founded British luxury services company.

We lean into both cultural identities:
Swiss privacy and British prestige hospitality. Our product combines highly-trained chauffeurs, fine in-car experiences, and instant journey availability via a well-designed app.


Over the next 5-10 years we plan to build out and offer a full portfolio of luxury personal services, allowing clients to protect their time beyond just chauffeuring.

We are entering the world's megacities one at a time—having started with London, Paris, Moscow, and Dubai. We are a Series B scale-up, and have raised $28 million to date.

About the role:

Wheelys Customer Service Team are 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.

What you will be doing:

  • 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
  • Own escalated customer complaints end to end and further escalate our customer's feedback to senior leadership and relevant teams
  • Contribute and make a meaningful impact on our customers' experiences with our service and help us continue to grow as a company
  • Train new joiners on the team to deliver exceptional customer service
  • Managing a team of agents and their professional development
  • Creating rosters based on forecasted volumes
  • Feedback to other departments about process or product inefficiencies

Requirements:

Must-have:

  • Fluency in both spoken and written English & French
  • 4+ years of experience working in the luxury service industry in a customerfacing role
  • Passion for exceptional customer service.
  • Strong interpersonal skills, with the ability to build rapport
  • Excellent communication skills
- grammar, punctuation, vocabulary etc

  • Enthusiasm for the role
  • Flexibility, to do shift work including nights and weekends, in the office.
  • The ability to thrive in a fastpaced high volume contact center
  • Previous experience in a supervisory role
  • Excellent problemsolving ability
  • Technically proficient
  • Proven track record of handling escalated customer complaints effectively
  • Supervisory or management experience with direct reports
  • Previous experience in a contact centre

Nice to have:

  • Additional languages
  • German, Spanish, Arabic, Chinese
  • 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
  • Bestinclass equipment
Wheely is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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