Global Customer Support & Experience Associate (They/She/He)

about 3 years old

This job is no longer active

About Glovo:

We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. With food at the core of the business, Glovo delivers any product within your city at any time of day.

At Glovo, you’ll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city. We welcome top performers that will bring new ideas, diverse perspectives, and provide you the opportunities and freedom to grow and make a real impact on millions of lives… all while having fun!

We believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds.

In your application, please feel free to note which pronouns you use (for example: she/her/hers, he/him/his, they/them/theirs, etc).

Your work-life opportunity:

Glovo is building the future of cities by enabling anyone to get any product from any store in their city delivered in minutes. Our goal is to provide on-demand delivery infrastructure for every city in the world.

The B2B team is in charge of deploying new logistics offers to partners in order to enable them to reach their clients.

We want our partners to be able to use Glovo in their daily operations, from retailers or eCommerce companies sending products to their customers, restaurants sending food to their clients, to lawyers and clinics sending documents to their partners and clients.

In this role, you will be reporting to the Global B2B Customer Experience Manager and be responsible to help design our Customer Support product roadmap and strategy for one of our B2B segments. You will propose and implement solutions in order to provide exceptional customer service. You will create engaged customers, facilitate organic growth, loyalty and advocacy for our service. You will be responsible for defining requirements and processes, implementing them and ensuring their day to day running.

Be a part of a team where you will:

Implement the customer support strategy: Being responsible for improving end to end customer journey experience of your assigned segment, whether it’s about fixing pain points or coming up with brand new ideas to deliver world class support to our clients, engaging our customers.
Define requirements, resources (people, competencies, outsourced vendors, technology, etc), high level processes, agreeing with business teams across the company (Commercial, operations, product, liveops, BI, etc).
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Coordinate the operation of the assigned Live Ops hubs.
Ensure the satisfaction of our clients through the different contact channels.
Define and document internal Customer support and request management processes (scripts, troubleshootings, refund processes etc).
Manage End-to-End Project: Overall initiate, plan, execute, monitor, control, close of key strategic projects. Oversee & report customer experience KPIs & Performance
Develop a detailed project plan to monitor and track progress
Help build and manage a team of local CS managers, who report indirectly to you.
Work jointly with country/cross-regions stakeholders to ensure that all projects are delivered on-time, within scope, with successful implementations considering all stakeholders with early identification and mitigation of potential risks and issues.
Support the monitoring of all KPIs & initiatives and ensure we deliver quality, reliability, scalability, productivity as per plan. Act as the Voice of the customer across the organisation.
Manage & analyze feedback to generate insights on customers’ pain points and map them across the customer journey.
Drive quality and consistency.

You have:

Have gained 3+ years of work experience in a top-tier consulting firm, or functions in global brands, or in high-growth start-ups.
Experience in companies providing direct support or services in a B2B environment (Both national accounts and SMEs) is a must. Preferably in e-services and building long term relations with clients, but not mandatory.
Have demonstrated strong service design, project management, and presentation skills.
Experience in managing directly or indirectly high-performance customer support, customer service, customer success or customer account management teams is a plus.
Proficient in analysing data, reporting, and basic financial analysis (cost-effectiveness, cost-benefit etc.) : knowledge in analytical tools such as Looker, excel, among other analytical tools; Knowledge in R, Python, SQL, is a plus
You are a great communicator who is capable of influencing diverse stakeholders.
Entrepreneurial drive and the ability to achieve goals in a fast paced environment complete your profile.
Curious by nature, have great attention to detail, and have the attitude and aptitude to make things better.
Make a good business case and convince people to help you execute.
Native/Fluent in English & Spanish; other language from EU is a plus.
Hands-on attitude is a must. You’ll have to roll up your sleeves!

Experience our Glovo Life benefits:

Enticing equity plan
Top-notch private health insurance
Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders!
Discounted gym memberships
Flexible time off (take the time you need) and hybrid working model (own your time)
Enhanced parental leave including nursery support!
Online therapy and wellbeing benefit
External learning budget

What you’ll find when working at Glovo:

Gas: Driven to deliver quality results quickly
Good Vibes: Bring positivity and communicate openly
Stay Humble: Self-aware and open to learning
Care: Uplift people and the planet
Glownership: Act as proud owners
High Bar: Focus on Top Performance

If you believe you match these values, we look forward to meeting you!

Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook!

_{Glovo is transforming the way consumers access local goods, enabling anyone to get almost any product delivered in minutes. Our on-demand logistics connect customers with independent local couriers who acquire goods from any restaurant or store in a city, as well as deliver urgent packages for a variable fee.}

_{For additional information on Glovo, please visit https://about.glovoapp.com/}