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About the Role
We at GETAWAY are shaping the future of mobility and fleet management. Our goal is to ensure the smooth operation of our fleet and provide our customers with the best service. To further strengthen our operational processes, integrate modern AI technologies, and provide excellent support to both end customers and fleet processes, we are looking for a talented and motivated Customer Support & Operations Lead (m/f/d) starting immediately.
Responsibilities
- Directly support end and fleet customers with inquiries, resolve complex technical issues, and process incidents systematically using our ticketing system.
- Manage and oversee operational back-office activities in fleet management, including independent handling of claims processing and fleet processes.
- Utilize modern AI tools to automate support and operations workflows and actively contribute to integrating new AI-driven workflows into daily processes.
- Analyze existing operational procedures, identify weaknesses, and develop efficient solutions for scaling operations.
- Collaborate closely with product, development, and fleet teams to incorporate feedback from daily operations directly into product and process optimization.
Requirements
- Several years of practical experience in team leadership or as a lead (e.g., Team Lead, Senior Specialist, or Shift Lead) in Customer Support, IT Service, or Operations is mandatory.
- Proficient experience in shift planning, conducting quality controls, and managing and supervising external service providers (e.g., call centers).
- Excellent German language skills, both written and spoken, are essential.
- Good English language skills are a plus.
- Affinity for digital tools and a strong interest in integrating and using AI solutions for process optimization.
- Experience or strong interest in operational fleet processes (e.g., claims processing, fleet back-office).
Skills
- Team Leadership
- Customer Support
- IT Service
- Operations Management
- Shift Planning
- Quality Control
- External Service Provider Management
- AI Tools
- Process Optimization
- Digital Tools
- Fleet Processes
- Claims Processing
Location
- Remote
- Hybrid
Work Type
- Full-time
Experience Level
- Lead
- Senior
Benefits
- Flexible working hours
- Home office / Hybrid Work options
- Innovative environment promoting the use of modern AI tools
- Varied tasks at the interface between end customers, technology, and fleet operations
- Flat hierarchies
- Short decision-making paths
- Dynamic team
- Personal development opportunities
About the Company
- GETAWAY is shaping the future of mobility and fleet management.
- Our goal is to ensure the smooth operation of our fleet and provide our customers with the best service.