About this role
Location: Come and join us in Athens!
Freenow empowers smarter mobility decisions helping people to move freely and cities to thrive.
Responsibilities
- Support and drive the PDC set up and launch of our Customer Care model and other centralized channels with our vendor partners
- Support and drive the implementation of new processes and improvements
- Consult with central teams and local markets on new strategic and tactical business requirements
- Monitor and measure key performance indicators and SLAs for the service quality of our partners
- Convert market requirements into functional processes and flows for teams and partners
- Collaborate closely with local teams and partners to define market-specific execution strategies and coordinate across markets to create synergies and facilitate cross-market learnings
- Work closely with the Head of PDC to ensure correct implementation of process changes and ensure updates are correctly deployed to our Vendor partners
- Manage and coordinate performance of our vendor partners across all scopes
- Identify opportunities to enhance customer care (via e.g., benchmarking, customer intelligence)
- Present Vendor performance and programs to Head of PDC and Central Operation Leadership
- Travel is required (up to 25%) to visit operational partners (vendors) at their sites, which may include locations outside the EU, and to other Freenow offices as necessary
- Minimum of 5+ years’ experience working as a Customer Care / Customer Service Manager, Vendor Manager or Customer Care Contact Center Manager (1-2 years working within a Mobility would be a plus)
- Good understanding of the customer care vendor industry, ability to negotiate with vendors and define state-of-the-art SLAs
- Knowledge of customer care vendor operation launches best practices, hyper care phase after launch, and day-to-day management of operations
- Derive accurate initiatives to execute and implement defined, state-of-the-art customer care strategy on the vendor level by quantifying customer care interaction volumes, required team sizes and costs, would be advantageous
Requirements
- One-on-one and group communication skills across functions and at all levels, with the ability to work independently and as part of the team
- Influencing skills both with internal and external stakeholders
- Ability to multi-task and seamlessly prioritize whilst working under pressure
- Savvy in MS Office tools with a good understanding of Customer Care systems such as service platforms (e.g., ZenDesk, Amazon Connect)
- Understanding and adoption of agile ways of working
- Fluent high-level English, both verbal and written (additional language skills beneficial)
- Flexible working arrangements
- LinkedIn Learning
- Sabbatical & special leave policies
- WeRoad partnership
- Birthday, 24th + 31st December off
- Short term EU work policy
- Mobility Credit
- Employee assistance program
About FREENOW
We are Freenow, the European taxi app with the broadest multi-mobility offering, available in 9 markets and over 180 cities. Our app gives millions of passengers the freedom to move with a wide choice of services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds and public transport.Headquartered in Hamburg and led by our CEO Thomas Zimmermann, we are on a mission to make urban mobility more efficient, sustainable and inclusive.Since July 2025 we have been part of Lyft, a global mobility platform connecting riders and drivers for billions of rides across North America and Europe. Together we are building a more caring and connected world, creating new opportunities for innovation, growth and impact.