Customer Care Vendor Manager

Location: Come and join us in Athens!

Freenow empowers smarter mobility decisions helping people to move freely and cities to thrive.

Freenow’s Passenger and Driver Care is driving the delivery of best-in-class customer care. We are obsessed with our Customers (Drivers and Passengers) and devoted to enhancing the experience at every step of their journey.

We are firmly committed to becoming #1 in delivering a superior customer experience in mobility. 

To support our ambition, we are looking for experienced and highly motivated customer-centric individuals to join our thriving Passenger and Driver Care team, based in Athens, Greece.

YOUR DAILY ADVENTURES WILL INCLUDE:

As the Customer Care Vendor Manager, you will be responsible for developing and deploying a best-in-class customer care setup driving performance, retention and loyalty with our Vendors. You will oversee the operational delivery of customer care whilst identifying new opportunities to improve our support offering. For this, you will work closely with our Vendors and our markets in Europe.

• Support and drive the PDC set up and launch of our Customer Care model and other centralized channels with our vendor partners
• Support and drive the implementation of new processes and improvements
• Consult with central teams and local markets on new strategic and tactical business requirements
• Monitor and measure key performance indicators and SLAs for the service quality of our partners
• Convert market requirements into functional processes and flows for teams and partners
• Collaborate closely with local teams and partners to define market-specific execution strategies and coordinate across markets to create synergies and facilitate cross-market learnings
• Work closely with the Head of PDC to ensure correct implementation of process changes and ensure updates are correctly deployed to our Vendor partners
• Manage and coordinate performance of our vendor partners across all scopes
• Identify opportunities to enhance customer care (via e.g., benchmarking, customer intelligence)
• Present Vendor performance and programs to Head of PDC and Central Operation Leadership
• Travel is required (up to 25%) to visit operational partners (vendors) at their sites, which may include locations outside the EU, and to other Freenow offices as necessary

TO BE SUCCESSFUL IN THIS ROLE:

• Minimum of 5+ years’ experience working as a Customer Care / Customer Service Manager, Vendor Manager or Customer Care Contact Center Manager (1-2 years working within a Mobility would be a plus)
• Good understanding of the customer care vendor industry, ability to negotiate with vendors and define state-of-the-art SLAs
• Knowledge of customer care vendor operation launches best practices, hyper care phase after launch, and day-to-day management of operations
• Derive accurate initiatives to execute and implement defined, state-of-the-art customer care strategy on the vendor level by quantifying customer care interaction volumes, required team sizes and costs, would be advantageous
• One-on-one and group communication skills across functions and at all levels, with the ability to work independently and as part of the team
• Influencing skills both with internal and external stakeholders
• Ability to multi-task and seamlessly prioritize whilst working under pressure
• Savvy in MS Office tools with a good understanding of Customer Care systems such as service platforms (e.g., ZenDesk, Amazon Connect)
• Understanding and adoption of agile ways of working
• Fluent high-level English, both verbal and written (additional language skills beneficial)

BENEFITS & PERKS IN A NUTSHELL:

• Flexible working arrangements

• LinkedIn Learning

• Sabbatical & special leave policies

• WeRoad partnership

• Birthday, 24th + 31st December off

• Short term EU work policy

• Mobility Credit

• 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.