Customer Experience Lead – Incidents

Customer Experience Lead – Incidents Lead a purpose-driven CX team at YEGO, mastering incidents end-to-end — from fines to towing — driving better urban mobility with care, data, and clear processes. At YEGO, we do more than move people — we help cities breathe. As a certified société à mission and purpose-driven company, we have already enabled over 10 million journeys across 9 European cities. We are looking for a Customer Experience Lead - Incidents to lead the integral management of our most complex service challenges: traffic fines, accidents, towing, and parking incidents. You won’t just manage cases; you will design the systems that solve them, train the teams that execute them, and collaborate with the partners that instrumentalize them. Your work has a direct economic, regulatory, and user experience impact. ⚡ What You Will Do Team Leadership: Supervise, train, and develop a team of 5-10 people, organizing daily work based on criticality, SLA, and market needs. Process Architecture: Design and implement specific flows for incident types such as traffic fines (appeals, re-billing), accidents (insurance coordination), and vehicle impounds. Partner Management: Supervise specialized providers, including fine management firms and insurance intermediaries, while following up on SLAs and quality. High-Stakes Resolution: Directly manage incidents of high complexity or reputational risk, balancing costs with legal risks and user experience. Quality & Compliance: Ensure all area processes comply with local regulations in every market and keep internal guides updated. Data & Reporting: Monitor KPIs such as TTR, CSAT, and cost per incident to provide insights and improvement proposals to the CX Manager. 👤 Who You Are Experienced Leader: 3 to 5 years of experience in managing complex incidents or back-office operations, with proven experience managing people. Extra Plus: We especially value experience in insurance, legal-ops, mobility, urban logistics, or public administration. Multi-stakeholder Coordination: You have the ability to coordinate multiple stakeholders simultaneously without losing track of individual cases. Structured & Analytical: You feel uncomfortable without documented processes and are comfortable translating data patterns into concrete proposals. Detailed & Resilient: You possess high attention to detail and the ability to manage sensitive topics with calm, criteria, and empathy. Language Skills: Spanish: Native or Fluent. Italian: Native or Fluent Very highly valued. French: Native or Fluent Very highly valued. English: Professional level 🎁 Why join us? Purpose-driven mission: Join a team committed to transforming urban mobility into a more sustainable experience. Ride for free: Enjoy free use of YEGO scooters around the city. Health & wellness: Private medical insurance and discounts on gyms and sports activities through Urban Sports Club. Flexible compensation: Use our flexible benefits plan through Cobee for transport, meals, or childcare. Growth environment: Work in a dynamic, inclusive, and international environment at our Poblenou headquarters. We are an equal opportunities employer. We celebrate diversity and welcome applications from people of all backgrounds, genders, ages, sexual orientations, religions and abilities. Team Customer Support Locations YEGO Barcelona Headquarters Remote status Hybrid YEGO Barcelona Headquarters About YEGO Founded in 2016