Customer Experience Manager, YEGO
Poblenou, Barcelona
Eco-friendly shared mobility
Be an early applicant
Eco-friendly shared mobility
101-200 employees
Be an early applicant
Poblenou, Barcelona
101-200 employees
Company mission
To empower citizens to move with ease and style by sharing sustainable vehicles.
Role
Who you are
- Experienced Leader: You have 5+ years of experience in CX or Operations, with proven team and team-lead management experience
- Data-Driven & Analytical: You don’t just look at numbers; you identify patterns and turn them into solutions
- Process-Oriented: You have a hands-on mindset and a strong ability to structure complex operations
- Language Skills:
- Spanish: Native or Fluent
- Italian: Native or Fluent Very highly valued
- French: Native or Fluent Very highly valued
- English: Professional level
What the job involves
- We are looking for a Customer Experience Manager to lead and scale our service operations. You will sit at the intersection of operational excellence and customer experience, ensuring a seamless, scalable, and high-quality service across all markets
- Strategic impact: You will help shape and structure the CX function within a growing international organization
- Team leadership: You will directly manage 2 Team Leads and oversee an indirect team of 20+ people, as well as external partners
- Operational ownership: From automating repetitive tasks to negotiating with strategic partners such as BPOs and insurers, you will have the autonomy to drive efficiency and improvement
- Lead & Develop: Manage the Live Support and Incidents Team Leads, fostering a culture of feedback, accountability, and ownership
- Process Architecture: Map and optimize the full user journey, from app onboarding to complex incident resolution
- Operational Excellence: Define quality frameworks and monitor key metrics such as CSAT, FRT, and TTR to support data-driven decisions
- Scale & Standardize: Create playbooks and documentation to ensure our service is consistent and scalable as we expand into new markets
- Partner Management: Oversee strategic providers such as BPOs and insurance partners to optimize our hybrid internal/external model
Our take
YEGO offers a unique solution in the form of on-demand rental electric motorcycles and scooters, accessible through its mobile app. This innovation comes at a time when shared transportation, exemplified by city bike-sharing programs, is gaining traction across Europe.
YEGO stands out by focusing on service execution rather than bike manufacturing; its vehicles, crafted by German company Emco, are easily unlocked, and users can initiate the ride with a simple tap on their mobile device.
The European market for electric scooter providers is experiencing a significant surge, projected to nearly double annually. With a current presence in six cities spanning Spain and France, along with its launch of YEGO Mobility Kenya Limited, a customised taxi-hailing service in Kenya. The company is focused on expansion within these locations, alongside the addition of new areas to its operational portfolio.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Jul 2020
$8.8m
EARLY VC
Nov 2018
$1.5m
ANGEL
Total funding: $11.1m
Company benefits
- Unlimited rides with Yego
- Private health insurance for you and your family
- Gym membership
- Flexible working hours & remote working
- Continuous learning environment
- Free fruits & coffee/tea at the offices
- Special discounts
Company HQ
El Poblenou, Barcelona, Spain
Leadership
Benjamin Viguier
(Co-Founder & CEO)Previously worked in a number of senior roles at BMW, Tesla, and Audi.
Salary benchmarks
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