Process Coordinator – Customer Care (m/f/d)

TIER Mobility

THIS IS US

TIER Mobility is Europe's leading shared micro-mobility provider, with a mission to Change Mobility for Good. By providing people e-scooters, e-bikes, e-mopeds and other sustainable modes of transport, TIER helps cities to reduce their dependence on cars and move towards a zero-emission future. Founded in 2018, TIER employs more than 1,000 people and operates in 170+ cities across 18 countries in Europe and the Middle East.

With a $2 billion valuation, TIER has raised a total of $660 million in equity and debt funding to date, backed by prestigious investors like SoftBank Vision Fund 2, Mubadala Capital, Northzone, and Goodwater Capital.

TIER is at the forefront of the sustainable transport revolution in one of the fastest growing industries. We’d love for you to join the ride.

Permanent employee, Full-time

THE ROLE AND YOUR IMPACT AT TIER

Your main responsibilities in Customer Experience team:

  • Be one of the main point of contact of internal and external CC teams on processes
  • Animate, update the knowledge base
  • Write, define processes and operating models
  • Communicate on new/updated processes to internal and external CC team
  • Define, follow a process evaluation strategy
  • Actively participate in projects with other departments
  • Benchmark tools/processes of different platforms
  • Analyze user paths to implement improvements
  • Organize exchanges and round tables with internal/external CC teams
  • Detect breakpoints in the processes
  • Problem solving with the ability to multitask and manage competing priorities
  • Setting and maintain high standards
  • Bringing your own flare on customer obsession into all aspects of the role

YOU’LL FIT GREAT WITH THESE SKILLS AND QUALIFICATIONS

  • At least 3 years’ experience in a process role
  • Experience of BPO or contact center
  • Demonstrated experience working with remote teams
  • Excellent communication skills for the purpose of knowledge transfer including superior skill in explaining technical topics
  • Excellent coordination and organization skills
  • Attention to detail has no secret for you, you are very patient.
  • You are very interested in learning new things, you are curious and always willing to challenge current processes
  • You do not wait for the information, you go and search for it!
  • You love providing feedback, but always with humility
  • You've been working professionally using both English and German

THIS MAY INSPIRE YOU

  • Join us at the forefront of one of the most exciting and rapidly moving industries 
  • We’re agile, we’re growing and so will you! At TIER, there’s space for exponential professional development and room to make a huge impact on the business going forward
  • Being part of the team means you’re part of its success. Our ESOP program gives you an opportunity to have a share in the company – nothing like invested interest!
  • We appreciate your talent and support your growth with an annual development budget
  • Surf your city with free rides on our e-scooters and e-mopeds
  • Diversity and inclusivity is super important to us, so enjoy initiatives and programs such as #WomenofTIER
  • Expect company onboarding and team events with international colleagues from all over the world
  • Benefit from flexible hours and our work from home policy
  • Enjoy amazing views at our centrally located office at Potsdamer Platz, with a variety of different restaurants and great transport connections

We actively encourage a diverse and inclusive environment that fosters each employee’s individuality at TIER. We take affirmative action to ensure equal opportunity for your application, regardless to your nationality, ethnic or national origin, skin color, religion, disability, sex, sexual orientation or gender identity. Come as you are and join our ride! 

In case you are living with disabilities, chronic illness or neurodiversity please inform us, to provide you with the proper assistance in the application process.

If we could spark your interest and you want to change mobility for good with us, apply now and let us know why you’re the one for the job! We encourage everyone to apply and grow with us. Even if you may not tick all the boxes of the requirements, we are happy to hear about the value you can add to the team. We are all learners!

We are looking forward to your application!

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