Customer Success Manager
Based in Bordeaux, you will lead the Customer Care team as Pony scales across Europe, playing a central role in ensuring that growth translates into a seamless experience for every rider.
Pony operates a fleet of 12,000 e-bikes and scooters across 23 European cities. The Customer Care team of 4 handles over 20,000 tickets per month, supporting users around the clock. In this role, you will continuously raise the standard of how we support our users, how the team operates internally, and how we leverage automation and AI to scale efficiently.
This is a hands‑on role where people management, operational rigour, and continuous improvement come together. Beyond running day‑to‑day support, you will turn customer insights into concrete actions across the business and help define what excellent Customer Care looks like at scale.
Main Responsibilities
Team Leadership & Development: Lead and support a team of 4 Customer Care Assistants. Organise daily operations, ensure workload balance, and help each team member grow through coaching and feedback.
Partners and AI Performance: Work closely with our AI support partner, and our external support team to improve automation, quality, and efficiency. Continuously test and refine how AI handles customer requests.
Operational Excellence: Monitor performance across internal and external teams (response times, quality, SLA). Identify bottlenecks and implement process improvements. Identify recurring user issues and collaborate with product, operations, and other teams to fix root causes and improve the user experience.
Process & Knowledge Management: Design scalable support processes, maintain up-to-date internal and external knowledge bases, and build the tools that help agents resolve issues faster and more consistently.
Performance Monitoring & Reporting: Track and analyse key Customer Care KPIs, and build clear reporting to help the team and the company make faster, more informed decisions.
Qualifications
- Educational background: Master’s degree from a top business school.
- Professional experience: 2+ years of experience in customer service, with a strong understanding of customer support operations and service excellence.
- People Management: First experience leading a team, with the ability to coach, motivate, and develop people in a fast‑paced environment.
- AI‑curious: Comfortable working with AI tools, prompt iteration, and automation, or genuinely excited to learn.
- Problem‑solving: Analytical mindset with a structured approach, identify root causes, propose practical solutions, and drive topics forward proactively.
- Communication: Communicate clearly and work well across all levels, from internal teams to external partners.