Italy Customer Operations Manager

Founded in 2017, WeRoad is a fast-growing startup that is disrupting the travel industry in Italy, Spain, the UK and now also…in Germany and France!

We are a community of travelers, united by their love for travel, adventure, and discovering faraway lands and cultures. We bring together small groups of like-minded millennials and send them on life-changing experiences to 100+ destinations all over the globe.

We’re on a mission to design and deliver experiences worth living and sharing, through rewriting the rules of the travel industry.

ABOUT THE ROLE

JOB TITLE: CUSTOMER OPERATIONS MANAGER

LOCATION: MILAN

TYPE OF CONTRACT: FULL-TIME, FIXED TERM, OR PERMANENT DEPENDING ON SENIORITY

SALARY RANGE: UP TO €40.000 + 10% OF BONUS.

Customer Operations Manager

Being in a customer-centric business where we strive to give all WeRoaders the best travel experience of their lives, we go all-out to delight them in every way possible. Whether you are a first-time traveler or the most faithful WeRoader, we go the extra mile for you.

In this role, you’ll be responsible for ensuring nonstop customer delight, providing a stunning post-booking & trip experience as well as giving the right insights related to market, offering and operations.

What you’ll do:

• Paint the vision for Customer Care and extend that vision to how it should be conducted across other entities in the company.
• Being the ‘watchdog’ and monitoring all phases of the post-booking experience
• Achieve agreed upon post-sales targets and team SLAs
• Check customer feedback to create a strong, positive experience that exceeds their expectations

• Come up with new operational frameworks for Customer Care and create a culture of constant innovation.
• Work closely with Sales & Community Management teams to ensure a best-in-class customer experience and take care of any customer issues.
• Own certain operational metrics including repeat rates and overall online reviews
• Manage the payment process
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management
• Analyze representative performance data as well as customer interaction results to manage the team’s performance and to make improvements to the servicing model, engage in cross-functional tactical process design to support end-to-end issue resolution.
• Listening carefully to our few WeRoaders complaints, transforming the hiccups of the on-tour experience into a best in class post tour support
• Emergency coverage
• Be the guarantee of the right departure forecasting, fill rate, and tour status management together with the Country Manager

What are we looking for:

• Several years experience in customer-facing role, such as Customer Service, Customer Support or Sales Management. Excellent Customer Service skills.
• Experience in Team management
• Strong managerial skills to motivate and boost the team performance
• Competent in Data analysis
• Passionate about driving success for customers. Mentality that the client is never at fault and that we meet them where they are to deliver the kind of value they need from us.
• Goal orientation
• Awesome communication skills in English.
• Out-of-the-box thinking

You will love working at WeRoad if:

• You are ambitious and want to build and be part of something huge
• You love travel and want to join a young, smart, and fun team of people who love it, too
• You prefer adventure instead of daily routine and love working in a fast-paced, dynamic environment
• You are an entrepreneur at heart and aren’t afraid to get your hands dirty in order to get things done
• You are a self-starter and aren’t afraid to take on a lot of responsibility, right from the start
• You welcome feedback and see mistakes as stepping stones to success
• You want to grow faster than you ever thought possible, as a person and as a professional

What we offer:

A free WeRoad trip every year to the destination of your choice. You didn’t think we’d leave you hanging, did we? Become one of our Travel Coordinators and you could go even more often.

A great workspace, a vibrant co-working space and community

Opportunities to learn and build your network. Join the training program of our holding company, OneDay, and participate in the many meetups and events we host at our HQ or local offices to have fun and share knowledge with other people in the industry.

Best-in-class benefits. We have a generous paternity and maternity leave policy and give a bonus to newlyweds and new parents!

Holiday. You are the master of your own time. We have an unlimited holiday policy and encourage each employee to be their own entrepreneur.

Fun! We schedule regular team-building events throughout the year and have plenty of opportunities to meet our Travel Coordinators and WeRoaders from all over the world.

Hybrid mode. Remote and flexible working, and we support you to work from your destination of choice up to 1 month per year.

Ready to apply?

The selection process will consist of:

introductory call with P&C

technical and background-based interview with Hiring Manager

Case Study/ Second technical interview

WeRoad is an equal opportunity and affirmative action employer. We consider for employment all applicants, regardless of their race, religion, color, ancestry, national origin, sex, sexual orientation, gender, gender identity, age, family status, political affiliation, disability, and any other legally protected characteristic.

Statistically speaking, women are less likely to apply for roles where they don’t fit the job description perfectly. DON’T TRY AND BE PERFECT but just go for it and send us your application regardless.