Customer Care Manager

<p style="text-align: center;"><strong><em>Location</em></strong><em><span style="font-weight: 400;">: Athens!</span></em></p> <p>Freenow by Lyft empowers smarter mobility decisions helping people to move freely and cities to thrive.<br><br>We are looking for a highly motivated and experienced <strong>Customer Care Manager</strong> to join our team in Athens.&nbsp;Your role will be to manage and improve Customer Care Operations for several markets with a heavy focus on solving problems through data analytics and leading teams to deliver stellar support for our users.<br>Be ready to work in a multinational, diverse, highly motivated and collaborative team who strive for excellence and like to have fun.&nbsp;</p> <p>Are you ready for your next ride?<br><br><strong>Please send your application in English</strong></p> <hr> <h2><strong>YOUR DAILY ADVENTURES WILL INCLUDE:</strong></h2> <ul> <li>Manage the day-to-day of your team to ensure a high-quality support experience for all customers</li> <li>Set, monitor, and report on KPIs and team performance metrics</li> <li>Coach customer care executives, contributing to a supportive and growth-oriented environment, ensure team is meeting performance expectations and KPIs</li> <li>Foster a positive and collaborative team environment, ensuring that team members are engaged and motivated</li> <li>Coordinate with other departments to improve the experience of the team and customers</li> <li>Provide regular reports on customer support performance to senior management</li> <li>Evaluate workflows and processes to recommend improvements that increase team and customer satisfaction</li> <li>Analyse customer feedback and data to identify areas for improvement and develop plans to address them</li> </ul> <p>&nbsp;<strong>Our Tools</strong>: Google Suite | Zendesk</p> <hr> <h2><strong>TO BE SUCCESSFUL IN THIS ROLE:</strong></h2> <ul> <li>You have demonstrated experience in customer support/operations management/general management &amp; in leading a team (10-15 team members)</li> <li>Strong communication skills, with the ability to clearly present insights and recommendations</li> <li>The ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must!</li> <li>Fluency in English is required; German and Greek are a strong advantage</li> <li>Ability to work in a dynamic environment and manage time-sensitive tasks effectively</li> <li>Availability to work flexible schedules, including rotational shifts, based on business needs</li> </ul> <hr> <h2><strong>BENEFITS &amp; PERKS IN A NUTSHELL:</strong></h2> <table> <tbody> <tr> <td> <ul> <li>Flexible working arrangements</li> </ul> </td> <td> <ul> <li>LinkedIn Learning</li> </ul> </td> </tr> <tr> <td> <ul> <li>Sabbatical &amp; special leave policies</li> </ul> </td> <td> <ul> <li>WeRoad partnership</li> </ul> </td> </tr> <tr> <td> <ul> <li>Birthday, 24th + 31st December off</li> </ul> </td> <td> <ul> <li>Short term EU work policy</li> </ul> </td> </tr> <tr> <td> <ul> <li>Mobility Credit</li> </ul> </td> <td> <ul> <li>Health Insurance</li> </ul> </td> </tr> <tr> <td> <ul> <li>Employee assistance program</li> </ul> </td> <td>&nbsp;</td> </tr> </tbody> </table> <p>&nbsp;</p> <table style="width: 36.5523%; height: 47.5938px;"> <tbody> <tr style="height: 47.5938px;"> <td style="width: 96.2269%; height: 47.5938px;"> <p><strong>Plus more local benefits depending on your work location!</strong></p> </td> </tr> </tbody> </table> <p>&nbsp;</p> <hr> <h2><strong>DIVERSITY, EQUITY &amp; INCLUSION:</strong></h2> <p><span style="font-weight: 400;">Freenow is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age. <br></span><span style="font-weight: 400;">We want you to grow and evolve, </span><span style="font-weight: 400;">bring your true self to work</span><span style="font-weight: 400;">.&nbsp;<br><br></span></p> <hr> <h2><strong>ABOUT FREENOW:</strong></h2> <p>Freenow by Lyft empowers smarter mobility decisions, helping people to move freely and cities to thrive. Through our multi-mobility app, we feature broad options for everyone across 9 European markets and over 180 cities. Millions of passengers can access services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds, and public transport within a single app.&nbsp;</p> <p>In July 2025 Freenow was acquired by Lyft, a global mobility platform, which connects riders and drivers for billions of rides across North America and Europe. Together, Freenow and Lyft are creating a more caring and connected world, with transportation for everyone. We are a global, diverse, highly motivated, and collaborative team that strives for excellence and likes to have fun. Ready for your next ride?</p> <p>&nbsp;</p> <p><a href="https://www.glassdoor.de/%C3%9Cberblick/Arbeit-bei-FREE-NOW-EI_IE954578.11,19.htm" target="_blank"><img style="max-width: 100%;" src="https://eu-images.contentstack.com/v3/assets/blt6e28a7086c72dd55/bltadef6ed7354e9cc4/65a10957984e23040a418da6/glassdoor-logotype-rgb_2.png" alt="" width="150"></a>&nbsp; &nbsp; &nbsp; &nbsp;<a href="https://www.kununu.com/de/mytaxi-intelligent-apps" target="_blank"><img style="max-width: 100%;" src="https://eu-images.contentstack.com/v3/assets/blt6e28a7086c72dd55/blte53af231aaa0c840/65a109382311a30407ba07ce/kununu_logo_black_2.png" alt="" width="150"></a> &nbsp; &nbsp; &nbsp; &nbsp;<a href="https://www.linkedin.com/company/free-now/life/2b1603ea-741a-49f8-9847-f1214f483a1a/" target="_blank"><img style="max-width: 100%;" src="https://brand.linkedin.com/content/dam/me/business/en-us/amp/brand-site/v2/bg/LI-Logo.svg.original.svg" alt="" width="143"></a></p>