Operations & Customer Experience Specialist (Maternity Cover)

FREENOW; Hamburg; Vor Ort; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

A European multi-mobility app is looking for an Operations & Customer Experience Specialist for maternity cover in Hamburg. The role involves supporting drivers, maintaining relationships, and providing excellent service. Successful candidates will have fluent German skills, be detail-oriented, and possess good communication skills. The position offers flexible working and various perks, and is crucial for enhancing driver operations in a fast-paced environment.

Leistungen

Flexible working arrangements

Sabbatical & special leave policies

WeRoad partnership

Birthday, 24th + 31st December off

Mobility Credit

Health Insurance

Employee assistance program

Qualifikationen

• Experience in an operational or customer facing role.
• Strong detail orientation and focus on quality.
• Ability to manage projects and stakeholders is a plus.

Aufgaben

• Be the first point of contact for drivers and company partners.
• Deliver excellent support to drivers across various channels.
• Build strong relationships with the local driver community.
• Enable driver engagement and performance improvement.
• Collaborate with Central Teams for organization-wide projects.
• Conduct quality assurance and monitor driver performance.

Kenntnisse

Fluent German skills (C1 level or higher)

Good English skills (at least B2 level)

Good communication skills with stakeholders

Operational or customer facing experience

Eye for detail

Jobbeschreibung

Operations & Customer Experience Specialist (Maternity Cover)

Hamburg

Location: Hamburg

Join our team in a highly visible department at the core of our taxi business. We define the European multi-mobility ecosystem. We are looking for someone who takes charge to build and maintain relationships with drivers through in-center support, onboarding and ongoing engagement. We strive to provide drivers with a fantastic experience, enabling them to in turn provide a superior service to passengers. The position as Driver Operations Executive will be part of our Driver Operations team in Hamburg. We are looking forward to your application and can’t wait for you to join us on the journey! Please note that this is a maternity cover, we'll offer a 1 year fixed-term contract.

YOUR DAILY ADVENTURES WILL INCLUDE:

• Being the first point of contact for drivers and company partners who arrive at our Driver Center in the heart of Hamburg.
• Delivering excellent and personalised support to new and existing drivers across a range of channels as and when needed (including inbound and outbound calls).
• Building and fostering strong relationships and networks with the local Driver community.
• Enabling successful performance through driver engagement campaigns including outbound calls to improve our share of vehicle advertising, activate onboarded drivers, improve the performance of existing drivers, or expand into new cities.
• Cross-functional collaboration with Central Teams throughout the organisation to support a wide range of additional projects including the deployment of advertisement, driver app improvement & bug reporting and testing, competitor research & market share analysis.
• Quality Assurance and monitoring of Driver Performance.

TO BE SUCCESSFUL IN THIS ROLE:

• Highly motivated to support our drivers and partners with a positive attitude
• Experience in an operational or customer facing role
• You have an eye for detail and a focus on quality in everything you do
• Fluent German skills (C1 level or higher) and good English skills (at least B2 level)
• Good Communication skills with internal and external stakeholders
• Experience in project and stakeholder management is a big plus
• Onsite availability during office hours (Monday 9-18, Wednesday 9-14 and Friday 9-16)

BENEFITS & PERKS IN A NUTSHELL:

• Flexible working arrangements
• Sabbatical & special leave policies
• WeRoad partnership
• Birthday, 24th + 31st December off
• Mobility Credit
• Health Insurance
• Employee assistance program

Plus more local benefits depending on your work location!

DIVERSITY, EQUITY & INCLUSION:

Freenow is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age. We want you to grow and evolve, bring your true self to work.

ABOUT FREENOW:

We are Freenow, the European taxi app with the broadest multi-mobility offering, available in 9 markets and over 180 cities. Our app gives millions of passengers the freedom to move with a wide choice of services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds and public transport. Headquartered in Hamburg and led by our CEO Thomas Zimmermann, we are on a mission to make urban mobility more efficient, sustainable and inclusive. Since July 2025 we have been part of Lyft, a global mobility platform connecting riders and drivers for billions of rides across North America and Europe. Together we are building a more caring and connected world, creating new opportunities for innovation, growth and impact.