Customer Service Lead for a Mobility Platform
A confidential US mobility platform is expanding customer coverage across the US and Europe. It needs a service lead who combines empathy, structure and follow-through.
Service leadership for a growing mobility platform.
You will support high-value customers, improve response quality and coordinate escalations. You will also help the company move from founder-led support to a service playbook that scales.
Key facts
Salary band
US$45k to 65k
Market estimate, shared before you apply. The final offer depends on country, seniority and scope.
Location and remote scope
Remote from LATAM with US and some European coverage. Shift design is discussed before introduction to the client.
Company
Confidential US mobility platform scaleup expanding customer operations for enterprise and mid-market accounts in the US and Europe.
Experience and languages
4+ years in customer service, customer support, service operations, travel, mobility, logistics, or B2B customer care. English plus Spanish or Portuguese required.
What you will own
- Handle priority customer requests with clear communication and timely resolution.
- Coordinate escalations across product, operations, billing, and account teams.
- Improve service macros, playbooks, and quality standards as the team scales.
- Track recurring issues and turn them into practical process improvements.
- Support onboarding and calibration for new customer service team members.
What we are looking for
- Strong service judgment with the maturity to protect trust under pressure.
- Experience supporting international customers, ideally in mobility, logistics, SaaS, travel, or marketplace environments.
- Excellent written English and customer-facing tone.
- Structured problem solving and comfort using support tools, CRM systems, and dashboards.
How we evaluate candidates for this role
Every application is reviewed with our 5-Lens Method. For this role, each lens looks for:
- Craft. Service improvements the candidate led, with response or satisfaction metrics.
- Context. Experience supporting international customers in mobility, logistics, SaaS or travel.
- Communication. Excellent written English and a calm, warm tone with customers.
- Cultural Fluency. Comfort coordinating escalations with US and European teams.
- Drive. Motivation to build a service playbook, not only to answer tickets.
How to apply
- Send the short form below with your LinkedIn and, if you like, your CV.
- We reply within 72 hours, including when the answer is no, and we explain why.
- If there is a fit, you speak with a senior recruiter about the role and your goals.
- Shortlisted candidates meet the client, with interview preparation from us.
The client remains confidential at this stage. We share the company name and interview process before introducing any candidate.
Send us your application.
We read every application personally and reply within 72 hours, including the no's.