Customer Support Senior Team Lead - Mexico City

Mexico City, Mexico Full-time

Taxify is one of the fastest growing startups in the world with over 5M happy customers in 25 countries, from Europe to Mexico to Africa. We build a smartphone app to take safe and fast rides – all at the tap of a button.

We are looking for an experienced Customer Support Team Lead to join our Mexico City Team, who will make it easy and effortless for all Taxify users regardless of their country of location. 



You would... our users:

  • Represent Taxify in any Spanish speaking market
  • Support all Taxify users and help them get the most out of our app
  • Create loyal fans by showing them we really care
  • Contribute and share ideas to decrease the workload and improve the quality & speed of Taxify's customer support
  • Be a key player in building a support team in a challenging hypergrowth environment 

...make sure “the machine” runs well:

  • Manage inbound and outbound support volumes across all channels and make sure we stay within the agreed service levels
  • Arrange and review the scheduling activities for Customer Support Specialists

...set Customer Support Specialist up for success:

  • Mentor and facilitate/support the training and onboarding of new customer support staff per need
  • Lead by example and promote the company values amongst Customer Support Specialists and beyond
  • Mentor and teach Customer Support Specialists per need to achieve and maintain best in class customer support standards

...reduce the need for support:

  • Lead initiatives within and beyond Customer Support to drive down the size of incoming support volume.  
  • Provide teams outside of Customer Support with solid data on customer contact reasons to improve our products and policies.

...perform other tasks connected with work or deriving from the nature of the work

We really want you to:

  • Understand what outstanding customer support looks like and be ready to go the extra mile
  • Always be ready to put customers first, be passionate about helping others
  • Be curious as to why customer support is contacted in the first place and be ready to tell the story to other teams within Taxify
  • Be a hustler, not stopping after 20 obstacles a day
  • Have excellent spoken and written Spanish & English, any other language is a plus
  • Have previous experience in leading a team
  • Be passionate about new technology and ridesharing

We offer:

  • Amazing experience working in one of the fastest growing start-ups in the world
  • Unique opportunity to shape the transport industry in Europe
  • No corporate BS
  • A super motivated and talented team to work with
  • Flexible working hours
  • Free Taxify credit!

If that sounds like you - please apply now!

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