Donkey Republic is European bike share service. With 4000 bikes in 40+ destinations, we are making cities better to live for everyone. We facilitated up to 10k trips per day this year and expect 30k trips per day in 2018. We provide riders with a smooth experience and operators with effective fleet management. As Head of Customer Service, you will manage a 3-person customer support team to help riders, operators, to keep an up-to-date FAQ, to give product input and to test the product.

Head of Customer Service role is one of the five business units at Donkey Republic, working closely with operations and product. You’d be handling around 300k total riders in 2018, hopefully many more in 2019 and after. Our aim is to have <10k tickets to support.  You’d be doing direct support 20-40% of the time, especially the more complex issues - rest would be analysing, team management, product feedback, testing. 

Your main goals will be:

- Ensure the Riders can get support on phone (restricted hours) and via email (within 24 hours) by coordinating the schedules of the support team, and taking the Rider support requests yourself where needed

- Improve the customer support by providing insights to product team to take out friction points, improve and keep up-to-date the self-help guides i.e. FAQ, interactive voice response (IVR), and by training the customer support team.  

- Resolve disputes with Riders

- Pre-empt potential issues with the Apps by executing final smoke-tests on them before release mimicking customers

- Be prepared to align business units to advocate for better services to riders and partners when something doesn’t make sense for them.

What we are looking for: 

- You led a customer service team before, or are ready to step up into managing the team. 

- You are well-structured, and you like creating guidelines/documentation when they are not there

- You take the lead to make support shift schedule (including all public holidays) with the support team.

- Make sure the support team are kind and patient, while also efficient, helping Riders who might be slow in getting the trivial thing

- You take the time to understand the product feature roadmap while push for changes to help riders and partners.

- You maintain an overview of what's not working well. You look at the reports and numbers to see trends, construct new reporting formats with the business intelligence to constantly gain insights on what shall improve

- Enjoy the fast-pace environment at a startup where a small team of 25 delivers bike-sharing across Europe

What we offer: 

- Management position in a fast-growing startup with interesting challenges

- A fantastic team of 3 customer support crew

- Being part of a passionate team on a mission to redefine urban transport on bicycles

- Flex hours, great food (lunches provided by Meyer's)

- Great office in Islands Brygge / Startup Village

- Competitive salary and warrants

More about Donkey Republic

Donkey Republic is a bike share service set out to revolutionize the way we transport ourselves. Our in-house developed smart-lock is operated through the users’ smartphones which provide us the flexibility required to change the way bike sharing works. We do not own or operate bikes, instead, we work closely with local partners all over the world to spread the reach of Donkey Bikes. We are based in Copenhagen, Denmark and our service is spreading all over the world.

Read more: www.donkey.bike 

The job starts between now and January 2018. Applications are acted upon immediately.

How to apply

To apply, please use the Hub application process, where besides sharing your Linkedin profile, write a few words driving your interest. 

For more information please contact Erdem Ovacik, CEO on: erdem@donkeyrepublic.com or +45 26372996.