Customer Service Team Leader - Italy

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 revolutionise 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. 

• We have an ‘’office-first’’ culture and we place collaboration at the center of everything we do! 
• We have a non-vanilla personality and feedback mindset. We don’t shy away from difficult conversations - we see them as a gift! 
• We work with high intensity and have fun along the way.  We also celebrate the wins (a lot!). 
• We celebrate diversity in all its forms and foster an inclusive culture where everyone can bring their authentic selves to work. 

💪Our career development philosophy. 

• We are building a talent house of high performing teams and leaders. We invest in people who raise the bar and help others reach their full potential. 
• We take ownership of our career development. We don’t believe in linear and predictable career paths - we create the job of our dreams! 
• We embrace opportunities to move the needle and make an impact beyond our scope. 

🤝Our commitment to being a force for good. 

• Our platform is an important economic tool for millions of people (customers, partners, couriers) and we are taking action to amplify our positive impact. 
• We invest in doing good by dedicating time and resources into social and environmental initiatives. 
• We have the ambition of being DIB role models across the tech industry. We are creating environments, systems, and processes that provide equal opportunities, break biases, and empower our communities.

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 Italy. 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

• Be responsible for the effective operation and results of Customer Service hubs providing service to Italy, one of the biggest Glovo countries with +200 HC agents.
• Report to Italy Live Operations Manager
• Directly manage the hub team (trainers, quality managers, supervisors...)
• Drive satisfaction, efficiency and quality in the hubs
• Collect, analyze and act to drive KPIs (Service Levels, Quality, Satisfaction, Costs, service level, customer service metrics) of large operations
• Evaluate performance with key metrics (accuracy, waiting time, average waiting time, etc.) and identify and implement improvement initiatives on large scale operations
• Review hub workforce planning ensuring it captures key local priorities
• Ensure full alignment at agent level with training and quality processes 
• Be the main point of contact of Business and Operations Local Managers with regards customer service in your country
• Create a culture that ensures collaboration and goals achievement
• Empower and Engage the agents, our Live Ops Heroes Team
• Act as the Voice of the Customer across the organization.
• Drive cost efficiency with effective budget planning & manage the relationship with the hub providers.
• Translate Masterplan targets in daily objectives for the call center’s day-to-day activities.
• Continually develop improvements and embed successful change projects.

WHAT YOU WILL BRING TO THE RIDE

• Extensive experience (+2years) of leading large operational customer service teams (>200 HC)
• Strong strategic and customer focus with a clear understanding of performance evaluation and customer service metrics.
• Strong analytical and numerical skills with track record of of exceeding targets, KPI’s SLA’s in fast paced environments
• Understanding of reporting and budgeting procedures
• Demonstrate ability to motivate and communicate with others at all levels
• Evidence of well-developed Vendor management skills
• Ability to coach, motivate and drive team performance
• Excellent organizational and leadership skills with a problem-solving ability.
• Able to adapt and succeed in a changing environment
• Fluency in Italian and English is a must
• An empathetic, inclusive and curious attitude

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:

• 🌟 An enticing equity plan that lets you own a piece of the action.
• 💪 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, and nursery benefit.
• 🧠 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!