International Support Manager (SaaS - New mobility)

At Vulog, we are committed to making a positive impact on the planet through technological innovations that revolutionize mobility while building a greener future, one city at a time. By replacing private vehicles with electric, shared mobility options, we clean our air, decongest our streets, and help people move around more freely and seamlessly in and across cities on 5 continents - and even islands!

Vulog is the world’s leading technology provider for shared mobility solutions. With Vulog’s AiMA platform, we have the very best open API, AI-powered tech, and data intelligence behind each mobility service, powering up over 20 million shared trips per year. We redefine fleet operations, enhance the user experience, and maximize business profitability; our technology is a key driver in the mobility revolution. With Vulog Labs, we are preparing the future of mobility based on artificial intelligence and data science: predictive demand management, smart-pricing, smart-charging, autonomous fleet management.

Our AiMA platform enables major mobility players like WeShare (Volkswagen), KINTO Share (Toyota), Free2Move (Stellantis), aimo (Sumitomo Corporation), Wible (Kia Motors), and evo (British Columbia Automobile Association) to launch and operate shared-vehicle services (cars, mopeds, electric bicycles or scooters) anywhere around the world. As a pioneer with a strong global footprint, we play a key role in shaping connected, electric, and shared mobility for the future.

Our impact extends beyond just our technology; we strive to bring a direct, positive impact to communities worldwide through sustainable and inclusive mobility solutions. We also help companies achieve their net-zero emission goals in their digital and CSR transformation.

Our customers are international, and so is our team - we represent over a dozen nationalities! We value diversity and welcome people from all backgrounds who are driven, passionate, and excited about making an impact and are motivated to work towards a greener and electrified future. If you are looking for a professional challenge, personal growth opportunities, and an enriching, positive work environment, join our team!

Vulog is looking for a Support Manager for our B to B customer support team, to join us in our sunny headquarters in Nice, France!

In this role specifically, you will lead a team of 4 people, and you will be responsible for the quality of service and the happiness of our international customers. You will organize a close relationship with our main customers all over the world, with the help of the Vulog team.

What you’ll do:

• Attend to customer’s needs and requests by driving the team to effectively resolve customer tickets, responding to escalated customer support issues, providing detailed reports on the findings and improving support processes to enhance customer satisfaction,
• Collaborate with Support Engineers, Product Management, Customer Success Management, Professional Services, and Engineering to serve as the voice of the customer and identify areas for product/solution improvement,
• Create a customer-centric culture focused on finding solutions and wowing customers,
• Create, implement, and monitor key performance indicators (KPIs), service level agreements (SLAs), and relevant performance metrics to ensure we are meeting and exceeding our customer service standards,
• Coach, support, and develop talent within your team,
• Establish a client-centric mentality aligned to customer support values and strategy to build trust and lasting customer relationships,
• Raise the Bar – drive initiatives to continuously work with the team to ideate, build and scale new ways of driving increased value for customers.

Who you are:

• Good technical background especially in IT,
• Significant experience in working in a customer support function,
• Min. 2 years of people management experience ideally acquired within a customer support environment,
• Excellent organizational skills,
• Well-developed arbitration skills with the ability to remain impartial,
• Excellent communications skills coupled with a customer satisfaction and quality driven personality,
• Passionate about technology and making a difference in the world,
• Fluent in English (French is a plus),
• Ready to live in a sunny place (Nice).

What we offer:

• Scale with the company bringing meaningful changes to our cities,
• Opportunity to guide the future of transportation, at home and abroad,
• Work with an international team of passionate mobility experts,
• A competitive salary in a dynamic industry,
• Health insurance, meal tickets, …
• A flexible work environment.

Interested?

If you are looking to join a dynamic and fast growing company in a truly unique and international role, please apply.