Content & Communications Manager, FREE NOW
Customer Support
More information about location
1 day a week in office
Multi-service ride-hailing app
Job no longer available
Multi-service ride-hailing app
1001+ employees
Job no longer available
More information about location
1 day a week in office
1001+ employees
Company mission
Free Now's mission is to make urban mobility better for passengers, drivers and communities, and to help cities move more freely.
Role
Who you are
- Demonstrated experience and deep understanding of industry best practices in Customer Care Self-Service
- Be an advocate for the voice of the customer and be committed to delivering a best-in-class support experience
- Proven ability to proactively innovate and improve processes for efficiency, including regular communication with stakeholders to gather insights and drive innovation
- Demonstrated proficiency in data-driven decision-making, problem-solving, and strategic thinking
- Strong communication skills demonstrated through regular updates and collaboration with key stakeholders, both internally and externally, to ensure alignment and drive continuous improvement initiatives
- Proficiency in Zendesk, particularly in Guide, Macro, and Flow Builder features
- Excellent level of written, analytical and verbal communication skills in English. Any other language is a plus
What the job involves
- As a Content & Communications Manager, your main job is to develop and deliver a content and self-service strategy for FREENOW users
- Your objective is to ensure that passengers and drivers have easy access to high-quality support information
- You'll lead the way in improving how our support system works, including introducing a ChatBot in 2024
- Your focus will be on making things easier for everyone by reducing the need for direct contact, improving self-service options, and making sure customers have a great experience
- Develop and implement a self-service strategy to improve support for passengers and drivers, aiming to reduce direct contact and enhance satisfaction
- Drive KPIs & metrics to track self-service effectiveness, focusing on reduced contact, improved satisfaction, and increased self-service usage
- Lead the launch of ChatBot for Passenger and Driver apps, ensuring effective decision trees, content creation, and tracking of its impact
- Manage our Help Centers to ensure accurate content and user-friendly layout, supporting our goal of reducing inbound contact and improving user experience
- Oversee the accuracy and effectiveness of outbound communication templates, aiming for high customer satisfaction and minimal reopen rates
- Collaborate with Local Markets and Localization Team to translate content effectively, maximising the impact of our self-service materials across languages
- Gather industry best practices and partner with other members of our Central Operations and Technology Teams to ensure our content is optimised to tackle the main questions faced by our users
- Maintain strong stakeholder relationships for self-service strategy alignment and support, through regular communication and collaboration
Salary benchmarks
Otta's take
Sam Franklin
CEO of Otta
FREE NOW is a multi-service mobility joint venture backed by BMW Group and Mercedes-Benz Mobility. The company aggregates numerous mobility brands with the ambition to make urban mobility more efficient and sustainable without adding new vehicles on the street. These include Beat, Kapten and Clever Taxi.
FREE NOW’s unique integration of mobility brands and payments services gives users access to the widest range of mobility options on the market. These options include finding the nearest taxi, private hire vehicle or car share, as well as micro-mobility options such as e-scooters, e-mopeds and e-bikes. In doing so, the company makes urban mobility more efficient and sustainable, without bringing new vehicles to the street.
FREE NOW operates across 170 cities with over 56 million users. In the UK, it faces competition from the likes of Uber and Bolt. However, the company has been focused on investing and growing further in London, successfully quadrupling UK journeys in 2022. Whilst businesses like Uber have struggled to secure licenses with Transport for London, FREE NOW has received a three year license, which is longer than any major competitor.
Insights
Some candidates hear
back within 2 weeks
44% female employees
-3% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2014
$50m
SERIES C
Dec 2012
$30m
SERIES B
Total funding: $97m
Company benefits
- Flexible working hours
- Subsidised gym membership
- Monthly budget for FREE NOW rides
- Quarterly team events
- Birthday-off
- Language classes and internal peer-to-peer trainings
- Work from home opportunities
- Health Insurance
Company values
- Aim Higher
- Make The Customer The Hero Of Your Story
- Default To Trust
- Disagree In Discussions, Commit To Decisions
- Move Fast To Learn Fast
- Make An Impact
- Take Charge
- Win As Team, Grow As Individual
Founders
Thomas Zimmermann
(CEO)Previously VP of Marketing and Operations at IONIQ Group, CMO at Goodgame Studios, Online Advertising Lecturer at macromedia hochschule für medien und kommunikation.
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