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Head of Customer Operations Support

Market Operations - Paris - Full-time

We’re the world's leading carsharing platform, with millions of users around the world, sharing thousands of cars in over 950 cities across 8 countries.

Our mission is simple: Make our cities better places to live through carsharing.

Carsharing empowers people to move in a smarter and more sustainable way: studies show that one shared car replaces between 4 and 10 privately owned cars, which frees up space in our cities while giving communities 24/7 access to cars when they need them.

With our connected car technology, users can quickly and easily book and unlock a wide variety of vehicles directly from our app, without ever having to meet anyone in person, carry an access card, wait in line, or coordinate picking up keys.

To reach our vision of a world where all cars are shared, we need a strong team to help us disrupt car ownership. We look for people who are curious, positive, and engaged; who can adapt and learn quickly; who have the skills and smarts to reach their goals autonomously, while having the generosity and mindset to work collaboratively. No matter your role, background, or level of experience, we believe that every member of the team can have an impact.

We’re extremely proud to be certified a “Great Place to Work” in 2022!

Your mission:

  • As Head of Customer Operations support, you will be an important part of our journey, being responsible for the day-to-day management of our Customer operations strategy team. You will bring your vision and methodical approach, to help us pilot our strategy in Europe. 

What you’ll work on:

  • In the European Customer Operations team, you’ll oversee a team of 2 in charge of:
  • - Tooling, Performance analytics, Workforce management, and process design
  • - Quality assurance, training & coaching strategy
  • Identify solutions to user pain points & opportunities to improve our operational performance through process design, content, and/or improved tooling
  • Develop strategies to drive our service quality and help ensure the scalability of our 4 ops teams (Claims, Customer Support, Fraud and Safety)
  • Own our tooling stack (Zendesk, voice management, etc.)
  • Build and steer workforce management performance

Who you’ll work with:

  • On a daily basis, you will work closely with several teams (Customer support, Claims & Risk notably).
  • You will report to Pierre, our VP Customer Operations for Europe.

What you’ll bring to the table:

  • 4-5 years of experience in project management, preferably in a customer care/operations setting or in the mobility industry
  • Experience in team management
  • Analytical, with strong creative problem solving skills
  • Organized and self-motivated, able to prioritize and oversee multiple projects simultaneously
  • Clear communicator with flexible interpersonal style. Ability to collaborate with people from various services and backgrounds
  • Advanced skills in Zendesk and/or similar CRM tools
  • Fluent in English and French 

  • Not essential but could be a plus
  • Knowledge of excel or SQL and/or a general familiarity with programming logic
  • Enthusiasm for tools/tech
  • Knowledge of management methodologies

What we offer:

  • Getaround Europe is a fast-growing startup located in the centre of Paris, with global headquarters in San Francisco. We offer one of the most dynamic and diverse company cultures in town, and give every employee the opportunity to grow and the power to define their impact at Getaround.
  • The opportunity to have a positive impact on climate change. Cars are responsible for 17% of carbon emissions. In France, an independent study has shown that each connected car shared on Getaround replaces more than 4 self-owned cars.
  • A place to learn and grow: weekly 1 on 1 meetings with your manager, frequent 360° feedback from your teammates, personal objectives to develop your potential, unlimited access to Udemy (learning platform), optional annual training, plus a team wiki that you’ll contribute to improve
  • A competitive salary based on your level of experience
  • An international team and company: our product is live in the US, France, Norway, Germany, the UK, Spain, Belgium and Austria. We have headquarters in San Francisco and European offices in Paris and Oslo
  • A remote friendly policy: this position is based in our Paris office with up to 3 days of remote work per week (we’re also open to full remote applications). Like all our employees, you’ll get a monthly subsidy to cover part of your work-related expenses at home
  • A company culture that seeks to reinforce Diversity, Equity and Inclusion thanks to a dedicated task force. A work environment where you’re empowered and can be authentic
  • A Swile lunch card
  • The latest Apple equipment
  • Unlimited €30 vouchers for your Getaround bookings
  • Health insurance