Customer Service Lead

Hey, it's time for you to join us showing the world we are the company that is changing paradigms, where we revolutionize the hours, minutes and seconds!

Do you want to know why Rappi?

️ WE SEE OPPORTUNITIES where others see problems

️ WE SEE CLOSE where others see distance

️ WE SEE ADRENALINE where others see pressure.

Join a team where we are all capable of EVERYTHING, where we all have the same opportunities, regardless of gender, race, sexual orientation, religion, nationality, age, disability, training or experience.

Did you like what you have read so far? Find out how you will deliver magic together with us through your Rappi mission

Check out how it will impact our ecosystem:Live Operations is a team that is committed to provide the best possible experience when our end User, Rt, Ally or Business partner interacts with an agent. This stands for our agents to be our frontline champions that work hard to deliver results by solving our customer's problems in one contact. Our team efforts are invested in providing the right tools, agile processes, fair policies and high bar agent performance considering quality and efficiency.

The Operations lead is responsable for operational efficiency in Riders Vertical.

As part of Rappi, you will be responsible for:

You are responsible for managing operational efficiency in Riders Vertical.

You will master operational and quality metrics and acknowledge how success look like.

You build a strong and close relationship with our business partner outsourcing to improve customer experience by monitoring agent performance, quality outcomes, tools developments demand, and process improvement initiatives among others.

You lead Customer Service workshops and work with leadership to continue building programs and CS labs that provide key drivers that can contribute to operational success.

You work and build strong relationships with stakeholders that involved Product, Fulfillment, Tech, Training, Work Force Management, Voice of the Customer and PMO.

You deep dive in Rider Vertical services, understanding contact reasons, root causes, targets, deviation, incidents and escalate to teams with business opportunities and priorities.

You are mindful and creative, understand business overall strategy that articulates the big picture with CS mission and service delivery north star.

You participate actively with Training and Content team to collaborate on agent training program deliveries.

You make connections and deeply understand our business priorities, workflows, tools, among other main resources to get the job done.

You understand automations impact and are part of the solution. ]

You know what success looks like and work hard to achieve it.

You are the frontline!

Good and now, what are the requirements for me to be part of this neon universe?

5+ People manager experience

5+ years in Customer Service Management, BPO, preferably in technology, e-commerce or food delivery industry.

Bachelor’s degree on Engineering, Business and other related fields.

Fluent English, writing and speaking (B2).

Excellent knowledge of performance evaluation and change management principles.

Leadership, communication, problem solving and dealing with ambiguity is highly valued.

Proficiency on Excel, SQL Jira, Slack, Google Sheets, Monday, Lean/Sigma

Worker type:Regular

Company:Rappi Technology Colombia

For more information check our website and check our reviews on Glassdoor

we are waiting for you to build and deliver the magic together! #Rappi

JR109176