Customer Solutions Lead

Cowboy is about 'customer obsession', creating a seamless customer experience and being close to our riders from the moment of discovery to the moment where a problem arises and when we want to be close to solve it. Building a new way to move in your city we aim to reinvent customer relations through mobile service, automation, predictive maintenance whilst building long-term partnerships with our customers on trust and care.

The customer success team is on a mission to help customers move freely through the city and feeling happy about Cowboy, delivering top-notch support and working out creative solutions to our customers' problems, every single day.

What you'll be doing

Reporting to our Customer Director, you will be responsible for leading our Customer Success Repair/Technical function. Our Repair/Technical team handles all customer issues related to bike support and maintenance, bike repairs and software issues. This team is the contact point for the customer throughout the issue resolution process and works with other teams (e.g. our mobile service technicians) to solve all customer technical/repair issues quickly, and with an exceptional customer experience.

As Customer Solutions Lead, you will lead a support team of 10-12 Customer Success Experts. You are also directly responsible for our overall repair/technical performance. You will help us provide a better customer experience, at lower cost as we scale. This is both a people management and operational role suited for individuals who enjoy a fast-paced operations environment.

• Owning and improving Team Performance: tracking individual and team-level metrics, ensuring that SLAs and targets are being reached, identifying ways to continuously improve results (~30%).
• Optimising and developing processes to improve Customer Success' efficiency and customer experience (e.g. content, quality control, automate processes,..) (~30%)
• Managing, training, coaching and helping your team on a continuous basis (e.g. Weekly 1 - 1's, regular conversation coachings, answering questions, first POC for escalated cases,..) (~20%)
• Directly serving customers is an important part of the job. It's key to be flexible and help out when it's needed (~10%)
• Other (e.g. help with onboarding, owning SLA's and targets, proactively flagging cases with CS Lead,..) (~10%)

Who we are

In 2018, Cowboy introduced the most beautiful, simple, and connected electric bike for urban riders. With a vision to be the ideal mode of transport, Cowboy has transformed the electric bike to be a fully connected ecosystem that our riders experience every day. Over time, the cultural impact we imagine is one of creating the living city - urban environments that are more mindful of us and the way we want to move and more sustainable for all its inhabitants.

We are a disrupter in the market with ambitious goals, winning Red-Dot awards in 2018, 2019, and 2021. We enhance the riding experience by unifying intelligent technology, delightful design, and meticulous customer service. Our mission is to become the most desirable micro-mobility company in Europe & US by 2025.

In May 2021, Cowboy launched its fourth model, introducing a new frame with a wireless phone charging feature. Our bikes, on-demand test rides, and repair services are available in more than 10 European countries and our bikes are available across the U.S.A. In January 2022, Cowboy raised $80 Million of funding from international investors led by HCVC and Siam Capital with continued support from previous investors Index and Tiger Global. in the Series C round.

A Cowboy is someone with the courage, despite their fears, to follow their own intuition and to move their own way. Courage is the human emotion shared among our riders and with us as a brand.

Requirements

Who we are looking for

• We are looking for someone who comes from a professional environment where
• Results, quality & output, rather than efforts, are valued
• Discipline is a cornerstone of operational excellence
• You have 2+ years managing, coaching and up-skilling a team.
• Proven excellent team or stakeholder management
• You are driven by goals and results oriented while maintaining a great team atmosphere.
• You have a strong track record of improving individual and team performance.
• You are efficient and organised and can manage several projects simultaneously.
• You can report and present results objectively and you base your decisions and actions on these results.
• You actively look for simplicity and you encourage the team to make things efficient and effective while maintaining great Customer Satisfaction scores.
• You have a challenger mindset and you embrace the unpredictability of being part of a fast growing start-up .
• You can see the bigger picture and you actively encourage the team to strive for excellence.

Benefits

• Highly competitive salary
• 30 days paid holiday
• Health insurance
• Cowboy bike for use throughout your contract.
• Lunch stipend
• Flexible work location (work from home possibilities)
• Become one of the key employees of a fast-growing startup with an open, respectful, and fun company culture.
• Have a real impact on the company's growth and evolution
• Work with people who love what they do every day

Just like our rider community in cities across Europe, diversity is a strength. No matter where you come from, or the path you're on, Cowboy is inclusive and so is our workplace. Your unique skills, passion, and perspective will help us continue to transform mobility and urban life for the better.