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Customer Success Manager
Full-time
Based in Bordeaux, you will lead the Customer Care team as Pony scales across Europe, ensuring growth translates into a seamless experience for every rider. Pony operates a fleet of 12,000 e-bikes and scooters across 23 European cities, with a Customer Care team of 4 handling over 20,000 tickets per month.
This is a hands-on role combining people management, operational rigour, and continuous improvement. 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, balance workload, and help each member grow through coaching and feedback.
Partners and AI Performance: Work closely with the AI support partner and 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 collaborate with product and operations to fix root causes.
Process & Knowledge Management: Design scalable support processes, maintain internal and external knowledge bases, and build tools that help agents resolve issues faster.
Performance Monitoring & Reporting: Track and analyse key Customer Care KPIs and build clear reporting to support faster, more informed decisions.
Requirements
Educational background: Master's degree from a top business school.
Professional experience: 2+ years in customer service, with a strong understanding of 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 with AI tools, prompt iteration, and automation, or genuinely excited to learn.
Problem-solving: Analytical mindset with a structured approach to identifying root causes and driving topics forward proactively.
Communication: Communicate clearly and work well across all levels, from internal teams to external partners.
