Customer Service Lead (They/She/He)

If you’re here, it’s because you’re looking for an exciting ride.

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone.

We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together.

Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 25 countries.

Together we revolutionize the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique?

Our culture and strong values.

Our career development philosophy.

Our commitment to being a force for good.

We have a vision: To give everyone easy access to anything in their cities. And this is where your ride starts.

YOUR MISSION

We are looking for a Live Operations Lead to lead the Customer Service Operations in Portugal. Glovo Live Operations helps Clients, Glovers and Partners through different channels (chat, email and phone) to solve their issues and to ensure they have an excellent experience with Glovo.

THE JOURNEY

• Oversee the efficient operation and performance of Customer Service hubs in Portugal, with a team of over 200 members.
• Provide direct supervision to the hub team, which includes trainers, quality managers, and supervisors.
• Take charge of enhancing satisfaction, efficiency, and quality across the hubs.
• Monitor and respond to vital performance indicators (KPIs) such as Service Levels, Quality, Satisfaction, and Costs.
• Assess performance through metrics like accuracy and waiting time, implementing improvement strategies on a broad scale.
• Review workforce planning strategies to effectively address local priorities.
• Ensure alignment with training and quality protocols at the agent level.
• Serve as the primary point of contact for Business and Operations Local Managers regarding customer service matters in Portugal.
• Cultivate a collaborative culture geared toward achieving objectives.
• Empower and engage agents by serving as a key-member within our Live Ops Heroes Team.
• Represent the Voice of the Customer throughout the organization.
• Drive cost efficiency through meticulous budget planning and effective management of hub providers.
• Translate Masterplan objectives into actionable daily targets for call center operations.
• Continuously develop enhancements and lead successful change initiatives.

What You Will Bring To The Ride

• Extensive experience (+2 years) in leading large operational customer service teams (>200 employees).
• Demonstrated strategic acumen and customer-centric mindset, coupled with a deep understanding of performance evaluation methodologies.
• Proficient in data analysis and numerical reasoning, with track record of achieved targets, KPIs, and SLAs in dynamic and fast pace environments.
• Familiar in reporting and budgeting procedures, ensuring transparency and accountability all operations.
• Skilled in motivating and effectively communicating with individuals at all organizational levels, fostering a culture of engagement and collaboration.
• Demonstrated expertise in vendor management, ensuring seamless partnerships and efficient service delivery.
• Strong coaching abilities to empower and inspire team members, driving performance and growth.
• Exceptional organizational and leadership skills, complemented by a problem-solving aptitude to address complex HR challenges.
• Adaptable and resilient, capable of thriving in a constantly evolving work environment.
• Fluency in both Portuguese and English is a must.
• Demonstrated empathy, inclusivity, and a natural curiosity, promoting a positive and supportive work culture aligned with best HR practices.

Individuals representing diverse profiles, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

We Believe Driven Talent Deserves

• Top-notch private health insurance to keep you at your peak.
• Monthly Glovo credit to satisfy your cravings!
• Discounted gym memberships to keep you energized.
• ️ Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year!
• Enhanced parental leave.
• Online therapy and wellbeing benefits to ensure your mental well-being.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard.

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life?

Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website!