Customer Care Manager

Job Description:

Location: Athens!
Freenow by Lyft empowers smarter mobility decisions helping people to move freely and cities to thrive.

We are looking for a highly motivated and experienced Customer Care Manager to join our team in Athens. 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.
Be ready to work in a multinational, diverse, highly motivated and collaborative team who strive for excellence and like to have fun.
Are you ready for your next ride?

Please send your application in English

YOUR DAILY ADVENTURES WILL INCLUDE:

* Manage the day-to-day of your team to ensure a high-quality support experience for all customers
* Set, monitor, and report on KPIs and team performance metrics
* Coach customer care executives, contributing to a supportive and growth-oriented environment, ensure team is meeting performance expectations and KPIs
* Foster a positive and collaborative team environment, ensuring that team members are engaged and motivated
* Coordinate with other departments to improve the experience of the team and customers
* Provide regular reports on customer support performance to senior management
* Evaluate workflows and processes to recommend improvements that increase team and customer satisfaction
* Analyse customer feedback and data to identify areas for improvement and develop plans to address them
Our Tools: Google Suite | Zendesk

TO BE SUCCESSFUL IN THIS ROLE:

* You have demonstrated experience in customer support/operations management/general management & in leading a team (10-15 team members)
* Strong communication skills, with the ability to clearly present insights and recommendations
* 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!
* Fluency in English is required; German and Greek are a strong advantage
* Ability to work in a dynamic environment and manage time-sensitive tasks effectively
* Availability to work flexible schedules, including rotational shifts, based on business needs

BENEFITS & PERKS IN A NUTSHELL:

* Flexible working arrangements

* LinkedIn Learning

* Sabbatical & special leave policies

* WeRoad partnership

* Birthday, 24th + 31st December off

* Short term EU work policy

* Mobility Credit

* Health Insurance

* Employee assistance program

Plus more local benefits depending on your work location!

DIVERSITY, EQUITY & INCLUSION:

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.
We want you to grow and evolve, bring your true self to work.

ABOUT FREENOW:

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.
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?

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