Beat is one of the most exciting companies to ever come out of the ride-hailing space. One city at a time, all across the globe we make transportation affordable, convenient, and safe for everyone.
We also help hundreds of thousands of people earn extra income as drivers.
Today we are the fastest-growing ride-hailing service in Latin America. But serving millions of rides every day pales in comparison to what lies ahead.
Our plans for expansion are limitless. Our stellar engineering team operates across a number of European capitals where, right now, some of the world’s most ambitious and talented engineers are changing how cities will move in the future.
Beat is currently available in Greece, Peru, Chile, Colombia, Mexico and Argentina.
About the role
Our Customer Experience Supervisor will take the helm, and lead a team of agents who support drivers and passengers in person! The ideal candidate is vigorous about creating an unsurpassed level of service for the Beat community, and focused on standardization and time reduction to serve.
This Beater must be calm in the face of a storm, and remain a lighthouse to the agents working in his / her shift.
What you will do
Ensure continued Front Office availability within our open hours, making sure customers are attended promptly and professionally
Serve as an escalation point for complex cases that require higher level attention
Elaborate KPIs to keep track of critical cases and to follow up on the agents’ performance on a weekly and monthly basis
Implement effective policies and procedures regarding the team's performance
Be a key player in onboarding and mentoring new team members in a fast-paced environment
Supervise Drivers Center and coordinate all maintenance and logistics with the administration team
Follow up on the resolution of critical cases
Responsible to clearly communicate set objectives to Front Office agents and provide feedback accordingly
Work closely with Front Office Coordinator to improve internal processes & boost efficiency
Provide insights and suggestions to Front Office Coordinator on how to further improve customer experience
What you will need to have
Bachelor's degree or equivalent
2+ years experience in customer support
2+ years experience in a supervising role
Ability to speak, read and write Spanish and English fluently
Ability to inspire and motivate teams to achieve individual and company goals
Excellent communication, problem solving and active listening skills
Be friendly, enthusiastic, and have a positive can do attitude
What’s in it for you
Competitive full-time salary
Private Health Coverage on the Company’s group program
Beat rides-travel in our city for free, at the tap of a button
High-quality daily lunch for free, fruit, and snacks all day long
Flexible working hours, top line tools
A great opportunity to grow and work with the most amazing people in the industry
Being part of an environment that gives employees large goals, autonomy and mentoring, which creates incredible opportunities, both for you and the company
Corporate Discount Program to be used in almost all LatAm countries
As part of our dedication to the diversity of our workforce, Beat is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion.