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Join Forest, London's top sustainable shared ebike operator, as a Customer Support & Insights Manager and influence its greening mission
Overview
Salary
No salary declared 😔
Location
London, UK - Hybrid
Expires
Expires at anytime
Organisation summary
Forest, the leading sustainable shared ebike operator in London, is renowned for its unique, tree-like bicycles. Bridging the gap between affordability and sustainability, Forest utilises advertising revenue to provide 10 minutes of free daily cycling to all users. Their mission is to promote greener city transportation, and they are currently in a phase of rapid expansion.
Role Summary
- Manage the customer service experience as the primary point of contact for riders.
- Leads a team of fourteen agents and two supervisors, overseeing operations from 8 am until midnight, seven days a week.
- Monitor performance metrics, coach team members, manage insurance cases, and maintain service levels.
- Collaborate with departments like Marketing, Tech, Policy, and Operations to provide customer feedback and influence the company strategies.
Role Requirements
- 3-4 years of experience in customer support, with 1-2 years in a managerial role.
- Experience in managing large teams in fast-growing environments and proficiency with tools like Dixa, Sling, Slack, Tableau, and Google Drive.
- Comfortable with managing remote teams and capable of handling high-pressure situations.
Application Process Details
- Benefits include free Forest bike rides, 25 days of holiday plus bank holidays, private medical insurance, an annual personal development budget, free lunch on Fridays, enhanced parental leave, and regular social events.
- Equal opportunity employer, committed to an inclusive environment.
- Role based in the Moorgate office and Borough workshop with one work-from-home day per week.
A bit about Forest We're Forest, known for our shared ebikes in London that resemble trees. As London's most sustainable shared ebike operator, we aim to bridge the gap between affordability and sustainability. By leveraging advertising revenue, we offer all users 10 minutes of free cycling daily. Our mission is to promote greener city movement, and we are rapidly expanding.
The role As the Customer Support & Insights Manager, you will be the primary point of contact for our riders' experiences. Leading a team of 14 agents and 2 supervisors, you will oversee operations from 8 am to midnight, seven days a week. Your responsibilities include monitoring performance metrics, coaching agents, managing insurance cases, and ensuring service levels are maintained. You will also collaborate with other departments like Marketing, Tech, Policy, and Operations to relay customer feedback and influence company strategies.
Job requirements The ideal candidate will have 3-4 years of experience in customer support, with at least 1-2 years in a managerial role. Experience managing large teams in fast-growth environments and proficiency with tools like Dixa, Sling, Slack, Tableau, and Google Drive are essential. You should be comfortable managing remote teams and capable of handling high-pressure situations.
Benefits Joining Forest, you will receive benefits such as free Forest bike rides, 25 days of holiday plus bank holidays, private medical insurance, an annual personal development budget, free lunch on Fridays, enhanced parental leave, and regular social events. We are committed to creating an inclusive environment and are proud to be an equal opportunities employer.
Location This role is based in our Moorgate office and Borough workshop, with one day of work from home allowed per week.
