Team Lead Customer Care

THIS IS US
- TIER Mobility is Europe's leading shared micro-mobility provider, with a mission to Change Mobility for Good. By providing people with a range of shared, light electric vehicles, from e-scooters to e-bikes and e-mopeds, powered by a proprietary Energy Network, TIER helps cities reduce their dependence on cars. Founded in 2018 by Lawrence Leuschner, Matthias Laug and Julian Blessin.

TIER is headquartered in Berlin and currently operates in 190+ cities across 20 countries in Europe and the Middle East. With a focus on providing the safest, most equitable and most sustainable mobility solution, TIER has been climate neutral since 2020.

**Permanent employee, Full-time**
**This is a hybrid work-from-home/office role, and must be based in Berlin**

**THE ROLE AND YOUR IMPACT AT TIER**

You will lead a diverse team of Customer facing agents, you will be responsible for the overall performance management, coordination and evaluation of the team. The number one priority of this role is to focus on growing people while creating and maintaining an environment for excellent Customer Care. Your success is to make your team succeed.
- Knowing how to leverage proper methodologies and frameworks as well as quantitative and qualitative data to identify opportunities in order to better to coach your people and to celebrate their success
- As a single threaded leader for your people you will take care of all elements of your team satisfaction and engagement at work, including communication and management of their scheduling, ownership of their day-to-day needs, and taking action on issues arising during your daily check up meetings
- Taking action on issues escalated within the team and working with the rest of the business to advocate bringing issues to resolution
- As a leader, you will be expected to role model world class service by sporadically handling customer contacts

**YOU’LL FIT GREAT WITH THESE SKILLS AND QUALIFICATIONS**
- 3+ years of team leadership experience
- You have the ability to develop individuals and lead a team of people with a passion for customer advocacy
- Organized by nature, you love to organize, prioritize and schedule work assignments
- Being an empathetic leader who enjoys making connections with others, with strong interpersonal and communication skills. Knowing when to motivate, lead by example, or offer an explanation to one of your team members
- Positive communicator who understands, when necessary, how to have tough conversations
- Strong operational experience with the ability to leverage data to communicate team performance and customer insights
- You're experienced with the technical side of customer care including the tools, strategies, processes, all of the behind the scenes information that is needed to have a great customer care operation
- Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience
- **Full professional proficiency in English, written and spoken. Full professional proficiency in German is a plus**:

- A customer-obsessed mindset will go greatly with TIER's goals and values

**THIS MAY INSPIRE YOU**
- Join us at the forefront of one of the most exciting and rapidly moving industries
- We’re agile, we’re growing and so will you At TIER, there’s space for exponential professional development and room to make a huge impact on the business going forward
- Being part of the team means you’re part of its success. Our ESOP program gives you an opportunity to have a share in the company - nothing like invested interest
- For Head Office roles - We support your growth with an annual development budget
- In your 2nd year at Tier you have the opportunity to take advantage of our “CPTO: Second Year Growth Program”
- Surf your city with free rides on our e-scooters and e-mopeds
- Diversity and inclusivity is super important to us, so enjoy initiatives & programs such as #WomenofTIER
- Expect company onboarding and team events with international colleagues from all over the world
- Benefit from flexible hours and our remote work options
- Profit from competitive compensation combined with perks like memberships with Urban Sports Club, Blinklist and Headspace
- Be part of one of the fastest growing and most funded startups in Europe with a world-class team of serial entrepreneurs (Co-founder of Rebuy, Takeaway, and Coup) and high-performers (Ex BCG, Uber, JPMorgan, Delivery Hero, and more)
- **Depending on the role and location your benefits may differ.