Customer Support Process Program Manager
Are you a master at transforming intricate challenges into streamlined solutions? If you're passionate about bridging business intent with frontline reality to deliver fast, scalable, and high-quality support, and you thrive on continuous improvement, we want to hear from you. This is a unique opportunity to own and optimize the systems that underpin exceptional customer interactions.
Location: Tallinn, Estonia | Warsaw, PolandView all roles
About the role
We're searching for a Strategic Process Designer who will be the central architect behind the internal support processes that elevate our customer experience. You'll be instrumental in shaping the future of our customer support operations.
What you can expect
Main tasks and responsibilities:
Designing and Implementing Scalable Processes: Architect and deploy robust, efficient processes across multiple support teams and geographies, ensuring they meet the demands of a rapidly growing business.
Bridging Business & Frontline Operations: Translate high-level business and product policies into actionable, agent-friendly support workflows that deliver seamless customer journeys.
Driving Continuous Improvement: Proactively identify inefficiencies, conduct root cause analysis, and implement data-informed solutions to enhance agent productivity, resolution times, and overall support effectiveness
Collaborating Cross-Functionally: Work closely with Product, Operations, Policy, Enablement, and Data teams to align on shared goals and drive process adoption.
Manage the Process Lifecycle: Oversee processes from initial intake and design through to rollout, adoption, and ongoing iteration.
What we expect
About you:
Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying!
Experience: 5-7 years in customer support operations, process design, or service delivery roles, preferably in fast-paced tech or BPO environments.
Process Mastery: Proven success in designing and implementing scalable processes, with strong knowledge of process documentation, workflow design, and change management.
Analytical Acumen: Exceptional analytical and problem-solving skills, capable of root cause analysis and interpreting operational metrics.
Collaborative Spirit: Ability to work effectively with cross-functional teams, align stakeholders, and influence without direct authority.
Communication Skills: Excellent written and verbal communication, able to simplify complex topics for diverse audiences.
Customer-Centric Mindset: You approach process design with empathy for agents and customers, prioritizing efficiency, quality, and satisfaction.
Apply now and join us to make cities for people, not cars.
Become part of our Customer Support team
Why you’ll love it here:
Play a direct role in shaping the future of mobility.
Impact millions of customers and partners in 600+ cities across 50+ countries.
Work in fast-moving autonomous teams with some of the smartest people in the world.
Accelerate your professional growth with unique career opportunities.
Get a rewarding salary and stock option package that lets you focus on doing your best work.
Enjoy the flexibility of working in a hybrid mode with a minimum of 3 days in the office each week to foster strong connections and teamwork.
Take care of your physical and mental health with our wellness perks.
*Some perks may differ depending on your location.About us
We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, age, or disability.Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!
