Head of Support

Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalized, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalized way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.

Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.

• One of the highest-rated global transportation companies with a rating of 4.9/5 stars
• 280 destinations with a goal to reach 350 by 2024
• Over 4,000 travel partners including 2,500 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month
• Over 2.5 Million happy travelers every year

⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, click on  to check our TikTok account.⭐️

The Team

We are a group of vibrant diverse people who love traveling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals. The role reports to the HR Director.

About the role

Welcome is looking for a Head of Customer Support to join our fast-growing and dynamic organization. As a Head of Customer Support, you will lead and manage a diverse team of 25+ people to ensure the delivery of high-quality support services across all customer personas including travelers, drivers, and partners. You will develop and implement strategic initiatives to enhance customer satisfaction, operational efficiency, and team performance. Additionally, you will collaborate with cross-functional teams to integrate customer feedback into product and service improvements, ensuring a seamless and positive experience for all users. The role reports to a member of the leadership team.

Core Responsibilities:

• Leadership & Management: Lead and manage a team of 25+ support agents, including those contracted through a BPO, ensuring consistent and high-quality support across all channels.
• Strategy Development: Develop and implement customer support strategies that align with the company's goals and enhance the overall customer experience for travelers, drivers, and partners.
• Operational Excellence: Oversee daily operations, monitor performance metrics, and continuously improve processes to achieve efficiency and customer satisfaction.
• Training & Development: Create and execute training programs to enhance the skills and knowledge of the support team, fostering a culture of continuous improvement and professional growth.
• Customer Experience: Ensure a seamless and positive experience for all marketplace personas by addressing and resolving complex issues, and developing proactive measures to prevent recurrence.
• Stakeholder Collaboration: Work closely with internal teams (Product, Driver Operations, Commercial, Finance) to provide insights from customer feedback and advocate for improvements that benefit users.
• Quality Assurance: Implement and maintain robust quality assurance processes to ensure consistency and excellence in customer interactions.
• Crisis Management: Effectively handle high-priority escalations and crisis situations, maintaining composure and delivering solutions in a timely manner.
• Reporting & Analysis: Generate regular reports on support performance, customer satisfaction, and other key metrics to inform decision-making and strategy.
• Tools & Processes: Establish effective processes and utilize optimal tools and technologies to create a seamless operation capable of supporting millions of customers

• Education: Bachelor's degree in Business, Management, or a related field. Master's degree is a plus.
• Experience: Minimum of 7+ years of experience in customer support management, with at least 4 years in a leadership role overseeing a multi-channel support team.
• Startup / Scaleup Experience: Prior experience working in a startup/ scaleup environment is highly desirable.
• Technical Proficiency: Expertise in modern support tools (Intercom, Aircall etc), CRM systems, and analytics tools (Klaus, Powerbi).
• Exposure to QA and Complaints: Experience in all facets of Customer Support including Quality Assurance, Training, and Complaint Management is highly desirable.
• Cultural Fit: Alignment with our company values and our company mission, and a passion for creating exceptional customer experiences.
• Communication: Excellent communication skills in English, both verbal and written, for clear and effective interactions.
• Data Fluency: Strong ability to read, understand, analyze, and report on data. Proven capability in leveraging data insights to drive strategic decisions and improve support operations.
• Leadership Skills: Proven experience in leading a team and being an effective people manager. Ability to inspire, mentor, and develop team members to achieve their full potential.

• Competitive salary package
• Vibrant and fresh work environment at the center of Athens
• Flexible work-from-home policy
• The tools you need to successfully perform your daily tasks
• The unique opportunity to join “the next big thing” at the ground level
  

Interested? If we got you excited and you think you have what it takes to join a fast-growing startup, then just hit the "Apply for this job" button!