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Customer Support Training & QA Manager

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Lime

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Remote

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30+ days ago

Lime's mission is to realize a future for transportation that is shared, electric and carbon-free. As the world's leading provider of shared electric vehicles, Lime partners with cities to deploy electric bikes, scooters and mopeds to serve any trip under five miles. One of Time Magazine's 100 Most Influential Companies in 2021, Lime has powered more than 250 million rides in more than 200 cities across five continents, spurring a new generation of clean alternatives to car ownership. Learn more at li.me!

We’re looking for a world-class Training and Quality Assurance Manager, passionate about producing smooth agent experiences that translate into the best customer experiences through effective onboarding and quality programs. You will have the opportunity to define and execute the Training and QA strategy for our almost 200 outsourced agents while working closely with Lime’s central and local teams. This role is perfect for you if you are passionate about creating engaging training content while constantly identifying ways to improve the customer experience through a fair and insightful quality program.

What You'll Do

    • Own the Training and Quality roadmap for the CX team identifying and driving vision and goals to increase customer satisfaction and compliance
    • Create training material and maintain the entire Lime CX Onboarding program ensuring alignment with latest processes and policies
    • Manage the relationship with our BPO Partner Training and Quality leads
    • Collaborate cross departmentally (Product, Legal, Marketing…) to ensure upcoming changes are reflected in agents resources
    • Create insightful QA dashboard and perform root-cause analysis to understand what can be done better to improve support quality and create effective recommendations to internal decision makers
    • Drive continuous improvements on the main Training and QA KPIs: Time To Proficiency, Training NPS, CSAT and QA

About You

    • 2+ years of Training and/or Quality Management experience
    • Proven track record of implementing new solutions from end to end, including strategy, planning, and execution
    • Experience in delivering large-scale learning programs that effectively simplify complex and foreign topics
    • Proficiency in data analysis: ability to gather, synthesize, analyze and prioritize information to make recommendations that will improve customer experience and improve the marketplace experience
    • Ability to balance attention to detail with expeditious execution in a fast-paced and ambiguous environment
    • Strong knowledge of Customer Support organization and logics
    • Demonstrated ability to influence and gain consensus
    • Experience using Zendesk or other CRM applications, and strong knowledge of Gmail, Google Docs, and Excel
    • Bonus: Experience with learning management systems (LMS) and/or quality management systems (QMS)

What We Offer

    • Opportunity to revolutionize transportation in cities around the world with the leader in urban mobility solutions
    • Scale with a rapidly growing organization, with significant opportunity for growth
    • Play a role in the transformation of urban mobility and sustainability
    • Work with a team of successful, fun and motivated people
    • Competitive salary and benefits
At Lime, we strive to build a workforce composed of individuals with diverse backgrounds, abilities, minds, and identities that will help us to grow as a company and as individuals. Lime is an Equal Opportunity Employer.

This job cannot be performed in Colorado.