Head of User Support

Bond Mobility is one of Europe’s leading micro-mobility companies and the only scaled speed pedelec provider on the continent. We operate a fleet of e-bikes in Switzerland, Germany and France with big ambitions to expand all over Europe. We have raised over 20M USD from top investors and are only getting started.

We are currently looking for an experienced Head of User Support to build the foundation of our user support team. Our HQ is in Zurich but remote applicants in European timezones are welcome. This is a senior operational role, with an opportunity to develop a crucial part of the business from a very early stage in our journey.

Bond’s Head of User Support will be instrumental in building the function that is our frontline to our customers. We are building a culture of customer obsession at Bond and are looking for a motivated builder to join us on this journey.

Responsibilities

The successful applicant will:

• be an individual contributor to begin with but, as the business grows, you will need to build out a high-performing team and a function that scales;
• respond directly to user support enquiries via ZenDesk;
• report key issues to the operations, tech and sales functions;
• be responsible for building key user support processes for multiple markets and business lines;
• manage key metrics and reports – like ticket response times, ticket volumes and key issue reporting;
• work cross-functionally with touchpoints across markets and into senior management;
• set the strategic direction of the user support function;
• report into the Vice President Operations;
• take ownership – Bond has a culture of empowerment, ownership and taking responsibility.

Background

The successful applicant should possess:

• A Bachelor’s degree from a good university
• 3-5 years of experience in a customer support function, preferably at a high-growth startup or scale-up
• Previous team leadership experience (optional but looked upon favourably)
• Strong analytical and interpersonal skills
• A good work ethic and the desire to take ownership
• Fluent English and German – a working knowledge of French is optional but looked upon favourably

For Your Hard Work

We offer:

• a competitive compensation package;
• ground floor entry to a future European mobility giant;
• free Bond rides in markets where we operate;
• a motivated, international team of high-performing, respectful and fun colleagues;
• top opportunity to grow personally and professionally.

Interested? Send a message to Alex with your CV to career@bond.info

19/02/2021