Customer Support Lead DE (German speaking)

at  Donkey Republic

ABOUT US

Donkey Republic is looking for a German-speaking Rider Support Team Coordinator. We are a Danish purpose-driven company, operating a fleet of 22,000+ bicycles, serving 1m+ customers in 70+ locations in Europe. We are working to provide flexible, affordable and sustainable transportation around the world - and we need you!

THE FORMAL YET EQUALLY IMPORTANT PART

Donkey Republic is a purpose-driven impact company in the micro-mobility industry, dedicated to delivering top-quality services and bikes to our riders and partners. Since our inception in 2014, we have grown to become a leading provider of flexible, affordable and more sustainable mode of transportation to communities and partner cities.
We are committed to fostering a culture of innovation and collaboration. We believe in empowering our employees to take risks, try new things, and push the boundaries of what is possible. In addition to our commitment to excellence, Donkey Republic is also deeply committed to sustainability and social responsibility.
Donkey Republic is a publicly traded company listed on the Nasdaq First North Growth Market.
The company was listed in 2021 to onboard investors and support its growth and expansion into the European Market, and to continue securing its foothold and developing its market position in the European Micro mobility space. With over 15,000 Donkey bikes successfully implemented, Donkey Republic aims to grow its business and fulfill its vision of making urban city life quality better through responsible bike sharing.
We encourage everyone with any kind of background to apply. If you think you’re the right fit for the Donkey Team then we are looking forward to get to know you!

YOUR ROLE & TEAM

You will be part of a full-remote customer support team supporting our riders with all kind of inquiries. The support channels we are working with are live SoMe, live chat, email support and voice.
The Rider Support team is the team that is wellbeing and eNPS-wise on top within Donkey Republic. We focus on our team members and make sure that they shine while helping our riders get on their Donkey bikes. Of course, working schedules are available in good time so there are no surprises. We are supporting our riders in many different languages, for example Danish, Dutch, German, Spanish, Finnish, Swedish and French.
You will be working remotely and it’s therefore not important where you are based. However, we will make sure that you part of the team despite the distance :) You will be reporting to the Head of our Rider Support Team.

WHAT YOU’LL BE DOING:

• Giving all our riders an excellent customer experience by the channels that we are available on.
• Making sure that you are on top of our product/processes to provide the right information to all our riders.
• Processing of different kind of rentals.
• Act as a superuser of our systems and work processes.
• Updating our content, FAQ’s and other ad hoc tasks.
• Taking charge on escalated rider inquiries.
• Assist the Head of Department with organising the daily drift.
• Keep track of team performance.
• Helping out on onboarding of new employees.
• QA & Feedback management.