Glovo Zagreb, Croatia
Nov 15, 2019
At Glovo, we are looking for an experienced and enthusiastic Customer Support Manager, located in Zagreb, to help us lead our customer support team in two countries: Croatia and Serbia. This is your opportunity to help us redesign the way we take care of our customers and help us streamline our processes. This is a position for a senior manager who can think on his own and act with great autonomy in a growing start-up. You will: Develop objectives for the call center’s day-to-day activities Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) Collect and analyze call-center statistics (costs, service level, customer service metrics, team happiness etc.) Assume responsibility of budgeting and tracking expenses Hire, coach and provide training to personnel to maintain high customer service standards Monitor and improve email management, telephone handling, and other procedures Evaluate performance with key metrics (accuracy, call-waiting time etc.) Prepare reports for different departments or upper management Requirements: Proven experience as call center manager or similar position Experience in customer service is required Knowledge of performance evaluation and customer service metrics Solid understanding of reporting and budgeting procedures Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.) Proficient in MS Office, G-docs and call center equipment/software programs Outstanding communication and interpersonal skills Excellent organizational and leadership skills with a problem-solving ability Positive and patient Our core values are very important to us: Gas: We think big and take calculated risks to go for all business opportunities, no matter how challenging they are! We work hard as a team and execute fast. Everyone Wins: We are here for the long run. Glovers, Partners, and Users are in the very center of everything we do. If they win, Glovo wins. So for every decision, we make sure we are positively impacting them. Good vibes: Our teams are built of people that radiate positive energy and managers that are honest and fair. No assholes allowed! We stay optimistic no matter what, infecting each other with positivity, joy, and the desire to spend time together. Stay Humble: Always act humble: Everybody must roll up their sleeves and get their hands dirty to make our big plans a reality. We are tiny! We are conscious of how big the opportunity is and how much we’ve got left to do. Glownership: Act as one company—one team: Care first about Glovo, not your role or your department. Own your stuff, no question, but go beyond your role; help before you are asked. Everything you need to make things happen, you do it. Glow it! If you believe you match these values, we look forward to meeting you! Benefits: A ticket to the moon sitting on the fastest rocket - an adventure filled with challenges and professional growth Generous equity pack for all employees Social benefits A young, international and talented team, used to work in a fast paced and vibrant way - currently, we are over 1000 employees from all over the world!