We’ve signed up to an ambitious journey. Join us!

As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

About the Role:

As Customer Care Team Leader, you are responsible for the development and continuous management of a team of Representatives, Professionals, and Experts. Your focus is the onboarding and support of EasyPark customers across Phone, Email, Chat, and Social Media.

Operating in a fast-paced and ever-changing environment, you will work closely with the Customer Care Manager and fellow Team Leaders to evolve our functional performance. You will hold full people management responsibility.

You will contribute & make an impact through:

• Operational Leadership: Leading, supporting, and motivating a multi-site team in daily operations.

• Performance Management: Monitoring and reporting on individual KPIs on a daily, weekly, and monthly basis.

• Resource Planning: Scheduling and prioritizing team resources in collaboration with the Customer Care Manager and Workforce Manager.

• Strategic Alignment: Taking an active role in ensuring aligned ways of working across the global EasyPark footprint.

• People Development: Dedicating time to the individual development of each team member using a coaching approach.

• Talent Acquisition: Recruiting new team members to support growth when necessary.

About You

To thrive in this dynamic role, you are a naturally collaborative person with exceptional communication and people skills. You enjoy problem-solving, getting things done, and supporting the professional growth of others.

You are self-motivated, patient, and capable of managing high-pressure situations. While you will have significant freedom in how you lead your team, you will work in an open-minded, collaborative way with leadership to provide a state-of-the-art premium service experience.

Your Background

We don’t believe one size fits all, but a successful candidate likely possesses:

Leadership & People Management

• At least 2 years of leadership experience with full people management responsibilities, or clearly demonstrated competencies in:

  • Building trusting, respectful, and prestigeless relationships.

  • Unifying teams and creating clarity around common goals.

  • Listening to and recognizing the needs of both the collective and the individual.

  • Encouraging initiative and creating a safe environment to learn from mistakes.

  • Managing time and prioritizing tasks effectively for the whole team.

Data & Operational Excellence

• Proven Track Record: Consistently delivering results across Customer Care KPIs (CSAT, efficiency, employee engagement, answering ratios, and response times).

• Data-Driven Decision Making: Ability to use reporting and analytics as guidance for resource allocation and process improvements.

Qualifications & Skills

• Contact Center Experience: Proficiency in Phone and Email (Chat experience is a plus).

• Communication: Excellent spoken and written English skills.

• Education: A University degree in business administration or a similar field is considered a plus.