Customer Experience Manager

At YEGO, we do more than move people — we help cities breathe. As a certified société à mission and purpose-driven company, we have already enabled over 10 million journeys across 9 European cities.

We are looking for a Customer Experience Manager to lead and scale our service operations. You will sit at the intersection of operational excellence and customer experience, ensuring a seamless, scalable, and high-quality service across all markets.

Why this role?

• Strategic impact: You will help shape and structure the CX function within a growing international organization.
• Team leadership: You will directly manage 2 Team Leads and oversee an indirect team of 20+ people, as well as external partners.
• Operational ownership: From automating repetitive tasks to negotiating with strategic partners such as BPOs and insurers, you will have the autonomy to drive efficiency and improvement.

What You Will Do

• Lead & Develop: Manage the Live Support and Incidents Team Leads, fostering a culture of feedback, accountability, and ownership.
• Process Architecture: Map and optimize the full user journey, from app onboarding to complex incident resolution.
• Operational Excellence: Define quality frameworks and monitor key metrics such as CSAT, FRT, and TTR to support data-driven decisions.
• Scale & Standardize: Create playbooks and documentation to ensure our service is consistent and scalable as we expand into new markets.
• Partner Management: Oversee strategic providers such as BPOs and insurance partners to optimize our hybrid internal/external model.

Who You Are

• Experienced Leader: You have 5+ years of experience in CX or Operations, with proven team and team-lead management experience.
• Data-Driven & Analytical: You don’t just look at numbers; you identify patterns and turn them into solutions.
• Process-Oriented: You have a hands-on mindset and a strong ability to structure complex operations.

• Language Skills:
  • Spanish: Native or Fluent.
  • English: Professional level.
  • Italian: Very highly valued.
  • French: Valorable

Why join us?

• Purpose-driven mission: Join a team committed to transforming urban mobility into a more sustainable experience.
• Ride for free: Enjoy free use of YEGO scooters around the city.
• Health & wellness: Private medical insurance and discounts on gyms and sports activities through Urban Sports Club.
• Flexible compensation: Use our flexible benefits plan through Cobee for transport, meals, or childcare.
• Growth environment: Work in a dynamic, inclusive, and international environment at our Poblenou headquarters.

We are an equal opportunities employer. We celebrate diversity and welcome applications from people of all backgrounds, genders, ages, sexual orientations, religions and abilities.