Job Description
About Mevron
Mevron is a leading ridesharing platform dedicated to transforming urban transportation. We connect riders with safe, reliable, and affordable rides while empowering service providers to earn a flexible income. Our mission is to enhance the mobility and convenience of millions of people worldwide through innovative technology and exceptional service.
Job Description:
As the Support Team Lead at Mevron, you will play a crucial role in ensuring the delivery of outstanding customer service to our riders and service providers. You will lead a team of support representatives, oversee daily operations, and drive continuous improvement initiatives to enhance the overall customer experience.
Responsibilities:
- Lead and manage a team of support representatives, providing guidance, coaching, and performance feedback to ensure high levels of productivity and customer satisfaction.
- Develop and implement strategies, policies, and procedures to streamline support operations, optimize efficiency, and meet service level agreements (SLAs).
- Monitor and analyze support metrics, including response times, resolution rates, and customer feedback, to identify areas for improvement and implement corrective actions as needed.
- Act as a point of escalation for complex or sensitive customer issues, demonstrating strong problem-solving skills and empathy in resolving disputes or complaints.
- Collaborate cross-functionally with other departments, including operations, product development, and marketing, to address customer concerns, implement process improvements, and drive product enhancements.
- Conduct regular training sessions and workshops for support team members to ensure ongoing skill development, product knowledge, and adherence to company policies and procedures.
- Stay updated on industry trends, best practices, and emerging technologies in customer support and ridesharing services, and share knowledge with the team to foster a culture of continuous learning and innovation.
- Prepare and present regular reports and updates on support team performance, key metrics, and initiatives to senior management, highlighting achievements, challenges, and opportunities for improvement.
Requirements:
- Bachelor’s degree in Business Administration, Management, or related field; advanced degree preferred.
- At least 5 years of experience in customer service or support roles, with 5 years in a leadership or supervisory capacity.
- Proven track record of effectively managing teams, driving performance improvements, and delivering exceptional customer service in a fast-paced, dynamic environment.
- Strong interpersonal and communication skills, with the ability to interact professionally and empathetically with customers, team members, and stakeholders at all levels.
- Excellent problem-solving abilities, with a focus on root cause analysis, issue resolution, and process optimization.
- Proficiency in customer support software, ticketing systems, and CRM platforms.
- Ability to work flexible hours, including evenings and weekends, as needed to support 24/7 operations.
Join Mevron and become a key player in shaping the future of urban mobility and delivery services. Support Team Lead, you will have the unique opportunity to make a significant impact on the growth and success of our Super App operations across multiple cities within your region. If you are ready to take on this challenging role and lead a dedicated team to new heights, we invite you to submit your application. We look forward to considering you for this exciting position.