Customer Support Lead DE (German speaking)

Donkey Republic Remote Work Full-time

Salary Competitive

About Us
Donkey Republic is looking for a German-speaking Rider Support Team Coordinator. We are a Danish purpose-driven company, operating a fleet of 22,000+ bicycles, serving 1m+ customers in 70+ locations in Europe. We are working to provide flexible, affordable and sustainable transportation around the world - and we need you!

Your Role & Team
You will be part of a full-remote customer support team supporting our riders with all kind of inquiries. The support channels we are working with are live SoMe, live chat, email support and voice.

The Rider Support is open from 6am to 8pm, every day of the week, every day of the year. It's important that you are flexible and willing to take any shift if needed. Of course schedules are available in good time so there are no surprises. We are supporting our riders in many different languages, for example Danish, Dutch, German, Spanish, Finnish, Swedish and French.

You will be working remotely and it's therefore not important where you are based. However, we will make sure that you part of the team despite the distance :) You will be reporting to the Head of our Rider Support Team.

What you’ll be doing:

• Giving all our riders an excellent customer experience by the channels that we are available on.
• Making sure that you are on top of our product/processes to provide the right information to all our riders.
• Processing of different kind of rentals.
• Act as a superuser of our systems and work processes.
• Updating our content, FAQ's and other ad hoc tasks.
• Taking charge on escalated rider inquiries.
• Assist the Head of Department with organising the daily drift.
• Keep track of team performance.
• Helping out on onboarding of new employees.
• QA & Feedback management.

We expect you:

• Are fluent in English and German. Applications from candidates that are not fluent in both will not be considered.
  
• Dutch or French would be a huge plus as additional language

• To have 2+ years experience in Customer Support. Preferably in coordinating roles.
• Available to start mid-January. We're happy to wait for the right candidate.
• Can work at least 30 hours per week, any day of the week.
• Are empathetic and love to talk to people.
• Are structured and process oriented.
• Are a fast learner, and a skilled user of mobile and web tools.
• Don't mind working in weekends and holidays as it's part of the job.

What we offer

• A chance to work in a fast-paced scale-up environment.
• A position that gives you the chance to apply your language skills, learn new skills and tools and to develop your role in the company and in the team.
• An open and honest environment, where we put a lot of effort into building a great team.
• Competitive salary and benefits package

The formal yet equally important part
Donkey Republic is a purpose-driven impact company in the micro-mobility industry, dedicated to delivering top-quality services and bikes to our riders and partners. Since our inception in 2014, we have grown to become a leading provider of flexible, affordable and more sustainable mode of transportation to communities and partner cities.

We are committed to fostering a culture of innovation and collaboration. We believe in empowering our employees to take risks, try new things, and push the boundaries of what is possible. In addition to our commitment to excellence, Donkey Republic is also deeply committed to sustainability and social responsibility.

Donkey Republic is a publicly traded company listed on the Nasdaq First North Growth Market.

The company was listed in 2021 to onboard investors and support its growth and expansion into the European Market, and to continue securing its foothold and developing its market position in the European Micro mobility space. With over 15,000 Donkey bikes successfully implemented, Donkey Republic aims to grow its business and fulfill its vision of making urban city life quality better through responsible bike sharing.

We encourage everyone with any kind of background to apply. If you think you're the right fit for the Donkey Team then we are looking forward to get to know you!

Application deadline: 31st of December 2024. Interviews will be held on an ongoing basis.

Only applications through TheHub will be considered!