Autzu is a mobility-tech company driving the transformation of urban transportation. Our goal is to enable a sustainable, efficient future by building the infrastructure needed for electric and autonomous for-hire vehicles. With innovation at our core, we’re reshaping urban mobility and setting new standards for city travel.

Responsibilities:

• Develop and implement customer service policies and procedures that ensure timely and effective responses to customer inquiries and issues
• Manage, hire, and lead a team of customer service representatives and specialists, providing coaching and feedback to help them achieve their goals
• Monitor customer service metrics, such as response time and customer satisfaction, and take corrective actions as needed
• Collaborate with other teams, such as operations and product, to ensure that customer needs are met and that issues are resolved quickly
• Manage customer escalations and work with other teams to identify and resolve the root causes of customer issues
• Identify opportunities to improve the customer experience and provide feedback to the product development team
• Keep up-to-date with product developments, industry trends, and competitor activities
• Maintain accurate records of customer interactions and support activities
• Assist with other customer-focused initiatives as needed

Requirements:

• Bachelor's degree in a related field
• 5+ years of customer service management experience
• Excellent communication skills
• Excellent at active listening, empathetic customer support
• Advanced troubleshooting and multi-tasking skills
• Proven experience with managing local and/or remote teams and customer support
• Strong attention to detail
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases, and tools
• Ability to think strategically and to lead
• Customer obsessed, ability to think in the customer's perspective

Autzu is searching for a customer-focused and highly experienced Head of Customer Success to lead our customer success Team. The Head of Customer Success will ensure that our customers receive excellent service and support, and will play a key role in promoting our brand and reputation in the market. You will collaborate with cross-functional teams to improve SOPs, customer retention, and product recommendations to provide a better customer service experience to our users.