CS Operations Team Lead (Mobility)

TL;DR

CS Operations Team Lead (Mobility): Managing an in-house support team and outsourced BPO partners to ensure seamless real-time execution with an accent on KPI delivery and operational stability. Focus on driving a high-performance culture through active coaching, optimizing queue health, and implementing data-driven process improvements.

Location: Hybrid in Nicosia, Cyprus (minimum 12 in-office days per month)

Company

hirify.global is a global mobility platform providing ride-hailing, food delivery, and micro-mobility services across 50 countries.

What you will do

• Lead, develop, and engage a team of Customer Support agents and specialists through coaching and performance management.
• Own real-time operations, including queue health and staffing across in-house and BPO teams.
• Drive team performance against key KPIs such as speed, quality, resolution, and customer satisfaction.
• Oversee customer support quality via QA oversight and calibration alignment.
• Manage hiring, onboarding, and training while maintaining updated knowledge base content.
• Collaborate with stakeholders to translate data-driven insights into operational and strategic improvements.

Requirements

• Proven experience leading Customer Support teams in fast-paced, operational environments.
• Ability to work in a shift-based setup and manage real-time operations.
• Strong skills in coaching, feedback, and performance management.
• Data-driven mindset with the ability to translate metrics into actionable improvements.
• Confident stakeholder management and clear communication skills.
• Must be based in Nicosia, Cyprus, and able to work in a hybrid model (12+ office days/month).

Culture & Benefits

• Competitive salary and stock options.
• Wellness perks for physical and mental health.
• One-month paid sabbatical after 5 years with the company.
• Annual company events and regular team gatherings.
• Hybrid work model balancing flexibility and in-person collaboration.
• Culture of AI integration where daily use of AI tools is a baseline expectation.