Head of Customer Service

About the role

Green SM, a leading electric vehicle and sustainable mobility provider, is looking for a Head of Customer Service to lead nationwide customer service and driver support operations. You will be responsible for ensuring service excellence, operational efficiency, and a seamless experience for both customers and drivers as the company expands globally.

Key responsibilities

• Develop and execute customer service strategies aligned with corporate objectives.
• Set performance KPIs for teams and individuals, and monitor results.
• Manage all customer service and driver support activities across the country to meet operational and service targets.
• Coordinate staffing, scheduling, and resource allocation to maximise efficiency.
• Identify incidents, collaborate with cross‑functional teams, and resolve customer and driver issues.
• Track performance metrics and propose continuous improvement initiatives.
• Design and deliver training programs to raise team expertise and service quality.
• Standardise operational workflows and customer service guidelines.
• Coach and mentor team members to ensure compliance with standards and system requirements.
• Research, evaluate, and recommend enhancements for Call Center and CRM systems.

Required profile

• Bachelor’s degree or higher, preferably in Economics, Marketing, Tourism, Business Administration or related fields.
• Minimum 3 years of managerial experience in Customer Service, Driver Support or Service Operations.
• Proven experience leading teams of 30+ members.
• Background in Call Centers, customer support, traditional taxi companies or ride‑hailing platforms.
• Fluent in English and French.

Required skills

• CRM systems

What we offer

• Opportunity to shape the future of sustainable mobility on a global scale.
• Leadership role with significant impact on operational performance.