Customer Experience Specialist

Wheely is not a traditional ride-hailing company. We are building a platform with user privacy at its core while successfully scaling a five-star service to millions of rides across multiple cities.The Quality Team is responsible for independently assessing the Quality of the services provided by the Chauffeurs and by our Customer Service team. Enabling a virtuous feedback loop between our theories and the outcome of our services provided.A successful candidate will act as a Customer Experience Specialist by thoroughly investigating feedback, conducting in person and virtual coaching / feedback sessions with chauffeurs to support their ongoing performance improvement by adhering to Chauffeur Performance Management Framework.They will also act as a Mystery Shopper, taking journeys and ensuring our standards are met, providing feedback and coaching Chauffeurs at the end of the journey - helping them to achieve the Wheely Standard in the service levels they provide to passengers.What you will be doingUphold Wheely's high level of customer experience by ensuring every chauffeur passenger interaction meets our Wheely luxury standards.Thoroughly investigate feedback Jira and incidents to build robust and evidence based cases, while also operating with a sense of urgency to ensure problems are solved.Conduct in person and virtual coaching / feedback sessions with chauffeurs to support their ongoing performance improvement by adhering to Chauffeur Performance Management Framework.Act as a Mystery Shopper, taking journeys and ensuring our standards are met, providing feedback and coaching Chauffeurs at the end of the journey - helping them to achieve the Wheely Standards in the service levels they provide to passengers.Contribute insights gained through basic data analysis and observation, to continually improve Wheely standards (observed trends and feedback gathered during investigations).RequirementsMust-have:Minimum C2 level English2+ years of experience within high-standard, disciplined, detail-oriented industry, such as luxury hospitality, luxury retail, Quality Control, HR, L&D, etc.High school diploma or equivalentPrior experience in delivering feedback, coaching, or trainingPassion for exceptionally high standardsExcellent interpersonal and communication skills - empathy is keyMethodical approach to building quality improvement and exceptional attention to detailFlexibility, able to work at the office and conduct mystery shops all around the city area. Some work from home flexibility is also available if requiredNice to have:Experience as a chauffeurExperience as a mystery shopperExperience managing quality standards adherencePassion for luxury vehiclesWhat we OfferWheely expects the very best from our people, both on the road and in the office. In return, employees enjoy flexible working hours, stock options and an exceptional range of perks and benefits.Competitive salary of AED 12,000/month and equity packagePrivate health insuranceMonthly credit for journeys with Wheely (outside of mystery shopping)Lunch allowanceProfessional development subsidiesBest-in-class equipmentThis is an office-based role located in Dubai. Wheely has an in-person culture but allows flexible working hours and work from home when needed. In most cases, we expect team members to be in the office at least four days a week.Wheely is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.All of your personal information will be collected stored and processed in accordance with Wheely's Candidate Privacy Notice