Customer Support Lead

Updated: 27/04/2022

  Meep is a rapidly growing startup whose goal is to reimagine city living through multimodal, sustainable and truly customizable transportation. Through our platform, users can plan, book and pay for smart routes designed to make city travel more comfortable by eliminating its pain points (like long wait times, disconnection and crowding).    And… you know what? We are looking for a Customer Support Lead to join the team in our Madrid office!    As a Customer Support Lead, you will be integral in providing technical service support to our users and operators in a friendly and confident manner, while designing the strategy of the area, working hand in hand with the VP of Product as well as the business area.

What you’ll be doing

 
  • Take ownership of an escalating Customer Support department and make it grow with new ideas, tools and projects 
  • Build a close relationship with Business and keep you up to date on business requirements
  • Design a growth roadmap for the department and follow-up on it. Make it happen 
  • Manage a team of customer/technical support specialists. Provide guidance, support and KPI's tracking 
  • Coordinate solutions to existing problems with Product team
  •  Provide accurate product knowledge and technical support
  •  Build and maintain key client relationships internally and externally 
  • Maintain customer database and data entry 

What we are looking for in our future team member

 
  • Previous leadership experience in similar environment
  •  Expertise in Zendesk administration 
  • Practical knowledge about integrating new tools, tracking
  •  To be considered for this role you must have previous customer/technical support leadership experience 
  • A genuine passion for customer care and a keen interest in IT
  • Strong troubleshooting / problem solving skills 
  • Accuracy is of extreme importance and therefore a focus on attention to detail is required 
 

About the Meep experience

 
  • Attractive compensation and flexible working environment 
  • Performance bonuses 
  • Annual budget of €500 for continuing education 
  • A semi remote position with the office at your disposal as needed 
  • Flexible Payment Plan: Restaurants, transport, training and childcare
  • Endless amounts of tea, coffee and laughs! 
  • An international environment with dynamic and passionate coworkers 
  • And finally… the opportunity to change not only how people move through cities, but also cities themselves! 
 

Are you ready to become a Meeper?

 

    Contact us