Customer Success Manager

Join Pony, a rapidly growing e-bike and scooter company operating in 23 European cities. As the Customer Success Manager, you will lead the Customer Care team, ensuring a seamless experience for every rider. You will be responsible for team leadership and development, operational excellence, process and knowledge management, and performance monitoring and reporting. This is a hands-on role that requires strong people management skills, a passion for AI, and a problem-solving mindset.

• Diriger et soutenir une équipe de 4 assistants de service client, organiser les opérations quotidiennes et aider chaque membre de l'équipe à se développer grâce au coaching et aux retours d'expérience.
• Collaborer étroitement avec notre partenaire de support AI et notre équipe de support externe pour améliorer l'automatisation, la qualité et l'efficacité.
• Surveiller la performance des équipes internes et externes, identifier les goulets d'étranglement et mettre en œuvre des améliorations de processus.
• 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.