Customer Success Manager

pony; Bordeaux; Sur place; EUR 60 000 - 95 000; Plein temps

Résumé du poste

Pony in Bordeaux seeks a hands-on Head of Customer Care to lead a four-person team and scale support across Europe. You will drive day-to-day operations, coach staff, and partner with an AI support partner to improve automation and efficiency.

You will monitor KPIs, fix root causes with cross-functional teams, and shape scalable processes and knowledge bases. Based in Bordeaux, you will translate insights into actions that raise the rider experience.

Qualifications

• Master’s degree from a top business school.
• 2+ years of experience in customer service, with strong operations understanding.
• First leadership experience coaching and developing a team.
• Comfort with AI tools, prompts, and automation.

Responsabilités

• Lead and develop a team of 4 Customer Care Assistants, organize daily operations and coaching.
• Collaborate with AI support partner and external teams to improve automation and quality.
• Monitor performance, SLA adherence, identify bottlenecks, and drive process improvements.
• Design scalable support processes and maintain knowledge bases for faster issue resolution.
• Track KPIs and provide clear reporting to inform decisions.

Connaissances

People management

Customer service

AI tools

Analytical thinking

Cross-functional collaboration

Formation

Master’s degree

Outils

AI tools

Description du poste

Based in Bordeaux, you will lead the Customer Care team as pony scales across Europe, playing a central role in ensuring that growth translates into a seamless experience for every rider.

Pony operates a fleet of 12,000 e-bikes and scooters across 23 European cities. The Customer Care team of 4 handles over 20,000 tickets per month, supporting users around the clock. In this role, you will continuously raise the standard of how we support our users, how the team operates internally, and how we leverage automation and AI to scale efficiently.

This is a hands‑on role where people management, operational rigour, and continuous improvement come together. Beyond running day‑to‑day support, you will turn customer insights into concrete actions across the business and help define what excellent Customer Care looks like at scale.

Based in Bordeaux, you will lead the Customer Care team as pony scales across Europe, playing a central role in ensuring that growth translates into a seamless experience for every rider.

Pony operates a fleet of 12,000 e-bikes and scooters across 23 European cities. The Customer Care team of 4 handles over 20,000 tickets per month, supporting users around the clock. In this role, you will continuously raise the standard of how we support our users, how the team operates internally, and how we leverage automation and AI to scale efficiently.

This is a hands‑on role where people management, operational rigour, and continuous improvement come together. Beyond running day‑to‑day support, you will turn customer insights into concrete actions across the business and help define what excellent Customer Care looks like at scale.

Main Responsibilities

Team Leadership & Development: Lead and support a team of 4 Customer Care Assistants. Organise daily operations, ensure workload balance, and help each team member grow through coaching and feedback.

Partners and AI Performance: Work closely with our AI support partner, and our external support team to improve automation, quality, and efficiency. Continuously test and refine how AI handles customer requests.

Operational Excellence: Monitor performance across internal and external teams (response times, quality, SLA). Identify bottlenecks and implement process improvements. Identify recurring user issues and collaborate with product, operations, and other teams to fix root causes and improve the user experience

Process & Knowledge Management: Design scalable support processes, maintain up-to-date internal and external knowledge bases, and build the tools that help agents resolve issues faster and more consistently.

Performance Monitoring & Reporting: Track and analyse key Customer Care KPIs, and build clear reporting to help the team and the company make faster, more informed decisions.

• Educational background: Master’s degree from a top business school

• Professional experience: 2+ years of experience in customer service, with a strong understanding of customer support operations and service excellence.

• People Management: First experience leading a team, with the ability to coach, motivate, and develop people in a fast‑paced environment

• AI‑curious: You're comfortable working with AI tools, prompt iteration, and automation, or genuinely excited to learn

• Problem‑solving: Analytical mindset with a structured approach, you identify root causes, propose practical solutions, and drive topics forward proactively.

• Communication: You communicate clearly and work well across all levels, from internal teams to external partners.