Customer Operations • Mid-Level

Who you are

You have at least 2 years of experience in customer service or operations, ideally within a high-end service environment. Your fluency in English allows you to communicate effectively with both customers and team members, ensuring that feedback is understood and acted upon. You possess strong analytical skills, enabling you to monitor service quality and identify trends in passenger feedback. Your ability to provide constructive feedback helps chauffeurs improve their performance and adhere to the Wheely Standard.

You are detail-oriented and capable of conducting thorough investigations into incidents, producing unbiased reports that include recommended outcomes. Your collaborative nature allows you to partner with peers across regions to enhance processes and exceed passenger expectations. You thrive in an office-based environment but appreciate the flexibility of working from home when necessary, aligning with Wheely's in-person culture.

What you'll do

In this role, you will monitor passenger feedback to ensure that an exceptional level of service is consistently provided. You will prepare reports on trends and conduct investigations into incidents, producing unbiased reporting with actionable recommendations. Ensuring timely resolution of incidents while adhering to operational SLAs will be a key part of your responsibilities. You will assess chauffeurs against The Wheely Standard through vehicle checks or online assessments, providing effective feedback to help them improve their performance.

You will support the building of a feedback loop between quality, customer service, training, and operations to continuously improve standards. Partnering with peers in other regions, you will work to enhance processes and ensure that passenger expectations are consistently exceeded. Your role is crucial in maintaining Wheely's high standards and contributing to the overall success of the company as it expands across EMEA and the US.

What we offer

Wheely offers a dynamic work environment where you can contribute to a high-end ride-hailing service that is redefining premium transportation. You will have the opportunity to work in an office-based role located in Syon Park, with flexible working hours and the option to work from home when needed. The company values its employees and provides free parking at Syon Park, fostering a supportive and collaborative culture. As Wheely continues to grow, you will play a vital role in shaping the customer experience and ensuring that the company maintains its reputation for excellence.