Customer Experience Lead – Incidents

Job description

At YEGO, we do more than move people — we help cities breathe. As a certified société à mission and purpose-driven company, we have already enabled over 10 million journeys across 9 European cities. We are looking for a Customer Experience Lead - Incidents to lead the integral management of our most complex service challenges: traffic fines, accidents, towing, and parking incidents. You won’t just manage cases; you will design the systems that solve them, train the teams that execute them, and collaborate with the partners that instrumentalize them. Your work has a direct economic, regulatory, and user experience impact.: ⚡ What You Will Do - Team Leadership: Supervise, train, and develop a team of 5-10 people, organizing daily work based on criticality, SLA, and market needs. - Process Architecture: Design and implement specific flows for incident types such as traffic fines (appeals, re-billing), accidents (insurance coordination), and vehicle impounds. - Partner Management: Supervise specialized providers, including fine management firms and insurance intermediaries, while following up on SLAs and quality. - High-Stakes Resolution: Directly manage incidents of high complexity or...