Rider Support Lead

Mission:

As the Rider Support Lead at Apollo Scooters, your mission is to do whatever it takes to keep our riders riding. You are responsible for transforming rider support from a “good enough” function into a competitive advantage. You will have the full backing of the executive team to accomplish this. Our scooters and riders will inevitably face challenges; your role is to turn these challenges into consistently delightful interactions, ensuring our riders feel confident in their decisions and are back on their scooters as quickly as possible.

Key Responsibilities:

Customer Support Strategy:

• Own the customer journey, understanding how, when, and where our customers need support, and empower the team to deliver it effectively.

• Collaborate closely with servicing, marketing, product, and supply chain teams to ensure a consistently high level of service across all touchpoints.

• Manage the support technology stack, auditing and optimizing tools as necessary to ensure the support team is well-equipped to assist riders.

• Audit, improve, and implement customer-facing policies, such as warranty, returns, and shipping. Be the voice of the customer within the organization, advocating for changes that benefit our riders above all else.

Team Leadership:

• Lead Tier 1 and Tier 2 support teams, ensuring that individual agents meet daily KPIs and the team operates efficiently.

• Own training and quality control initiatives to drive continuous improvement within the team.

• Handle escalations, sensitive cases, and approve ad-hoc discounts and replacements.

• Oversee hiring, career progression, and performance reviews to build and maintain a high-performing team.

Reporting & Metrics:

• Systematically collect and share customer feedback with relevant teams, including hardware, software, marketing, and supply chain.

• Identify key metrics that drive results and cover the full spectrum of experiences, beyond just CSAT.

• Be accountable for response times and satisfaction scores across all support channels.

Requirements:

• A self-directed, resourceful individual who takes initiative and is willing to experiment with calculated risks.

• A blend of strategic and hands-on skills; you must be able to work on the business as well as in it. This means being involved in annual planning, building the roadmap for rider support, and driving strategic initiatives, while also being ready to take calls with upset customers, dig into tickets that fall short, and continually work to improve service levels.

• Strong leadership skills with experience in leading and developing customer support teams.

• Excellent communication and problem-solving abilities, with a customer-first mindset.

• Ability to work collaboratively across departments to ensure a seamless customer experience.

Why Apollo Scooters?

At Apollo Scooters, we are passionate about providing innovative and reliable transportation solutions. We believe in creating an exceptional experience for our riders, and the Rider Support Lead will play a critical role in ensuring that experience is nothing short of amazing. Join us in our mission to keep riders riding and take our support function to the next level.