Senior Customer Services Manager

Who we are

Cowboy is a Belgian startup that is developing innovative electric bikes for urban riders. Cowboy’s main goal is to improve urban mobility and take commuters to their destination in a more enjoyable, sustainable and efficient manner.

Founded in 2017 by entrepreneurs Adrien Roose, Karim Slaoui and Tanguy Goretti, Cowboy is headquartered in Brussels, Belgium. Cowboy is the winner of the Eurobike 2017, the Red-Dot bicycle design award 2018 and the Red-Dot “Best of the Best” award for the Cowboy 2.

With traffic congestion plaguing metropolitan areas, electric bikes are proving to be the fastest means of transportation, beating cars and ground public transport. Cowboy’s vision is to elevate the daily commute to the next level in terms of speed, comfort and freedom of movement around the city. Cowboy enhances the riding experience by unifying intelligent technology, delightful design and meticulous customer service.

In April 2019, Cowboy launched its third model, the Cowboy 3, where it is sold in 8 countries (Germany, France, the Netherlands, Luxembourg, Austria, Italy, Spain and the United Kingdom). In May 2021, Cowboy unveiled its fourth generation electric bike, the Cowboy 4.

In July 2020, Cowboy raised €23 Million from international investors (including Exor Seeds, the early stage investment arm of Exor, Isomer Capital, Future Positive Capital and Index Ventures) in the Series B round. Cowboy plans to recruit 30+ new talent in the next six months, scale operations, and expand its footprint across Europe through its Test Ride and Mobile Service networks.

The Role

We are seeking an experienced Customer Service Manager to join our team in Brussels. This role involves managing two team leaders, each overseeing seven customer service agents. The primary objective is to ensure rapid response to customer inquiries within one hour and effectively resolve their issues. This includes diagnosing technical problems with electric bikes, ordering necessary parts, and providing customers with clear timelines for resolution.

Targets

• Time to answer, Time to diagnose: Ensure customer inquiries are responded to within one hour and resolved efficiently.
• CSAT and Trustpilot scoring: Enhance customer satisfaction through effective communication, saved replies, and tone of voice both in private interactions with customers (CSAT) and public ratings like Trust pilot score 
• Cost per ticket: Manage the Customer Service P&L, aiming to reduce the current cost per ticket from €40.

What you’ll be doing

• Manage and support two team leaders and their teams of 7 agents each, ensuring high performance and motivation.
• Diagnose technical issues with electric bikes, order required parts, and provide updates to customers through Intercom 
• Handle a volume of 300-400 tickets per week, addressing complex repair issues and identifying root causes.

Key Projects

• Liaise with the product team to improve the spare parts order interface and communication processes.
• Provide ongoing training and updates to the team on new features and software updates for electric bikes.
• Work with partner bike shops and home repair services to assist with technical issues.
• Develop processes and incentives to increase the return rate of used parts for recycling and supplier refunds. Collaborate with the logistics team to streamline e-commerce delivery processes.

Requirements

Who we are looking for

• Minimum of five years of experience in customer service, with at least three years in a managerial role.
• Strong technical background or interest in hardware and repairs.
• Proven ability to diagnose and resolve hardware issues.
• Excellent communication skills and experience using CRM platforms, preferably Intercom.
• Strong organizational skills and the ability to manage a high volume of complex inquiries.
• Experience with e-commerce logistics and delivery processes.
• Ability to develop training programs and provide continuous education to the team.
• Experience in managing P&L and reducing operational costs.

Benefits

What we offer you

• Highly competitive package
• Opportunity to become one of the key employees of a fast-growing startup with open, respectful and fun company culture
• Having a real impact on the company’s growth and evolution
• Working with people who love what they do every day
• A Cowboy bike to use throughout your employment
• A daily meal allowance of €10
• A monthly flat rate reimbursement of €200
• Fully paid extended maternity and paternity leave
• Hospitalisation insurance
• Share warrant plan

Just like our rider community in cities across Europe, diversity is a strength. No matter where you come from, or the path you're on, Cowboy is inclusive and so is our workplace. Your unique skills, passion, and perspective will help us continue to transform mobility and urban life for the better.