Support & Operations Specialist
About this role
Location: Berlin
Join our team in a highly visible department at the core of our taxi business. We define the European multi-mobility ecosystem. As a Driver Operations Executive, you will join a highly motivated team and take responsibility for the performance of our taxi supply in Berlin and the surrounding area.
Responsibilities
- Driving and continuously improving key KPIs, as well as deriving and implementing concrete performance-enhancing measures
- Ensuring service quality and monitoring driver behaviour and fleet performance
- Actively managing key fleet partners and establishing strong relationships and networks within the local driving community
- Executing local projects and supporting the implementation of new processes, products, and features
- Cross-functional collaboration with Central Teams throughout the organisation to support a wide range of additional projects
- Monitoring market trends and competitive developments within the local mobility landscape
- Customer support for our affiliated drivers and fleet owners during our opening hours and as 2nd-level support via Zendesk
- Driving sales of Freenow on-car advertising
- You think entrepreneurially and take ownership of performance and results
- Strong interest in analyzing data and translating these insights into actions
- High motivation to support our drivers with a positive attitude
- Structured working style with the ability to prioritize multiple topics simultaneously
- You have an eye for detail and a focus on quality in everything you do
Requirements
- Good knowledge of Google Suite / MS Office
- Fluent German and English skills are required due to regular communication with German-speaking drivers, partners, and internal stakeholders
- Ideally, experience in a similar role (Operations, Customer Success, or Key Account Management)
- Experience in project management and stakeholder management is a big plus
- Onsite availability during office hours (Monday 09:00–18:00, Wednesday 09:00–14:00, Friday 09:00–16:00)
- 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.