ABOUT WEROAD: CONNECTING PEOPLE, CULTURES, AND STORIES Founded in 2017, WeRoad is a fast-growing startup that is disrupting the travel industry in Italy, Spain, Switzerland, UK and also...in Germany and France!
With more than 160 team members and 2k Travel Coordinators, 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 TEAM LEAD LOCATION: MILAN TYPE OF CONTRACT: FULL TIME, FIXED TERM OR PERMANENT DEPENDING ON SENIORITY SALARY RANGE: UP TO €32.000 + BONUS. What you'll do: Manage the Customer Care team, supporting in the hiring, onboarding and training of new hires
Come up with new operational frameworks for Customer Care, to improve current processes and reduce manual work
Being the 'watchdog' and monitoring all phases of post-booking experience
Achieve agreed upon post sales targets and team SLAs
Support team operations and clients' management (both inbound & outbound requests)
Check customer feedback to create strong, positive experience that exceeds their expectations
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 overall online reviews & cancellation rate
Manage the payment process
Be a customer advocate while capturing customer feedback and reporting requests to other teams
Analyze representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model
Listening carefully our few WeRoaders complaints, transforming the hiccups of on-tour experience in a best in class post tour support
Emergency coverage: map anomalies, emergencies or potential crises, in order to offer the best support on-site to pax & coordinators. Be calm, effective & efficient in delivering the right solution
What we're looking for: 3+years experience in customer-facing roles, such as Customer Service, Customer Support or Sales Management. Excellent Customer Service skills. Strong empathy skills
Strong leadership skills to motivate and boost the team performance
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.
Ability to remain calm under pressure and to thrive in a dynamic and fast environment
Awesome communication skills both in English and Italian
Out-of-the-box thinking and strong attention to details
Competent in Data analysis & interpretation You will love working at WeRoad if: You are ambitious, want to build and be part of something huge, growing faster than you thought possible
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 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
What we can 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 abroad even more often.
A great workspace. You will be working in our HQ in Milan, our very own coworking space called "C30" which embodies our company culture. There you'll find an open space layout, a fully equipped kitchen, an area for relaxing, table football, a company library, and a Tibetan bridge (yes.. we're serious!).
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. In addition, we invest in training our employees, both on an individual basis but also as a team.
Best-in-class benefits. We have a generous paternity and maternity leave policy and give a bonus to newlyweds and new parents!
Unlimited Holiday. You are the master of your own time. We have an unlimited holiday policy and encourage each employee to be their own entrepreneur. We also have a tradition that everyone takes at least a half-day off on their birthday.
Fun! We schedule regular team-building events throughout the year and provide plenty of opportunities to meet our Travel Coordinators and WeRoaders.
Hybrid working. Remote and flexible working, and we support you to work from your destination of choice up to 1 month per year.
SELECT Ready to apply? The selection process will consist of:
introductory call with P&C and Business Case
technical and background-based interview with Hiring Manager
Final Step with internal stakeholders
WeRoad is an equal opportunity 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.
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