About us
Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.
Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.
- One of the highest-rated global transportation companies with a rating of 4.9/5 stars
- 280 destinations with a goal to reach 350 by 2024
- Over 4,000 travel partners including 2,500 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month
- Over 2.5 Million happy travelers every year
⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, click on to check our TikTok account.⭐️
The Team
We are a group of vibrant diverse people who love traveling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals.
About the Role
As a Support Supervisor, your role is pivotal in enhancing our customer experience and optimizing our operations. You play a vital role in setting us apart from the competition, enabling us to efficiently serve a large customer base with a compact and agile team.
You act as the embodiment of our brand and ideals, ensuring exceptional customer service and going above and beyond to exceed customer expectations.
Your responsibilities include evaluating and training the team to achieve excellence, while also serving as the primary point of escalation for traveler and driver-related issues, guiding them through unfamiliar challenges.
We provide you with cutting-edge customer service technology, such as Intercom, Aircall, Klaus and CRM integrations, to ensure fast and effective support.
Responsibilities
Customer Experience Enhancement:
- Creates an exceptional, friendly, personalized experience for customers and drivers.
- Develops and implements business policies/processes to achieve a first-class customer experience in alignment with the Head of Support.
- Suggests and implements improvements to daily business operations.
Performance Monitoring and Quality Assurance:
- Suggests and monitors performance KPIs to ensure accuracy, productivity, and quality.
- Monitors the performance and quality of services provided by Support agents against set metrics.
- Performs quality audits on the support agents and reports overall quality to the QA.
- Conducts random checks on cases related to Travelers and Drivers to ensure correct processes and procedures were followed.
- Conducts weekly updates with the Head of Support, providing feedback on the team's performance.
Communication and Collaboration:
- Identifies and reports new trends based on customer and driver feedback.
- Constantly communicates with other business units to stay informed about Welcome's products and services.
Training and Development:
- Provides timely and empathetic support, handling problems cross-functionally to find prompt solutions.
- Performs necessary training based on team requirements following QA evaluation results.
- Creates training materials and updates resources with new processes for Traveler and Driver-oriented cases.
Project Management:
- Works on high-level projects in tandem with the Head of Support to enhance the overall experience for Customers, Drivers, and Employees.
- Works on monthly projects in conjunction with daily duties to achieve large-scale goals.
Team Management and Coaching:
- Real-time management of Support agents.
- Coaching and retraining for mishandled cases.
- Conducts daily check-in with the team.
- Conducts monthly 1-to-1 discussions with agents about performance.
- Bachelor's Degree in Management or a related field.
- At least 5 years of customer service experience (experience in the technology industry preferred).
- A minimum of 2 years of supervisory experience.
- Ability to empower employees to maximize utilization of resources.
- Ability to deal effectively with conflict.
- Excellent communication and interpersonal skills.
- Excellent written and verbal communication skills in English.
- Creative thinker and independent problem solver.
- Excellent organization and record-keeping skills.
- Must be proficient with MS Word, and Excel.
- Ability to effectively communicate with coworkers, customers/vendors, and management. Present a positive professional image to all levels of the organization, treating all with dignity, respect, and courtesy.
- A friendly and upbeat personality.
- Digital native: fluent in web and digital technologies.
- Vibrant and fresh work environment
- Flexible work-from-home policy
- The tools you need to perform your daily tasks successfully
- L&D personal budget
- Private Insurance Plan
- The unique opportunity to join “the next big thing” at ground level
Interested? If we got you excited and you think you have what it takes to join a young, well-funded, and fast-growing startup, then just hit the "Apply for this job" button!
