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Join a Trailblazing Mobility Innovator – Become a Remote Customer Service Champion
Imagine shaping the future of transportation while working from the comfort of your home. At Via, a leader in on‑demand mobility solutions, we are on a mission to transform how people move, reduce carbon emissions, and create smarter cities worldwide. Partnered with CPM International, we combine cutting‑edge technology with a people‑first philosophy. As a Remote Customer Service Representative – English‑Speaking, you will be the friendly voice and digital ally for our growing community of riders across the United States, ensuring every journey is safe, seamless, and satisfying.
Why This Role Is a Game‑Changer for Your Career
Our customers rely on real‑time assistance for everything from ride‑booking queries to payment issues, and they expect prompt, empathetic support. In this position, you will be the first line of defense, delivering exceptional service through phone, email, and chat platforms. This is not a generic call‑center job; you will dive deep into the world of mobility tech, learn about route‑optimization algorithms, and become a trusted advisor who helps shape the way modern transportation works.
Key Responsibilities – What You’ll Do Every Day
- First‑Contact Resolution: Answer inbound inquiries via phone, email, and live‑chat, aiming to resolve issues on the first interaction whenever possible.
- Escalation Management: Identify complex cases, follow defined escalation pathways, and ensure seamless hand‑offs to specialist teams, keeping the customer informed at every step.
- Accurate Documentation: Log each contact in our CRM with detailed notes – reason for the call, steps taken, resolution provided, and any follow‑up actions required.
- Service‑Level Adherence: Meet and exceed agreed SLA targets and contact‑center KPIs, including average handling time, response time, and customer satisfaction scores.
- Continuous Learning: Participate in regular training sessions, product briefings, and performance reviews to stay current on Via’s technology stack and mobility policies.
- Feedback Loop: Share insights and recurring pain points with product and operations teams to drive improvements in the customer journey.
- Policy Compliance: Operate in line with client‑specific policies, EU data‑protection regulations, and local Spanish labor laws.
- Brand Advocacy: Embody the core values of CPM and Via – care, curiosity, and achievement – in every customer interaction.
Essential Qualifications – The Foundations of Success
- Fluent English (C2 level): Superior written and spoken communication skills enable you to articulate solutions clearly and courteously.
- Customer‑First Mindset: Genuine passion for helping people and solving problems in a fast‑paced environment.
- Tech Proficiency: Comfortable navigating MS Office, CRM platforms, and new software tools with minimal guidance.
- Organizational Skills: Ability to juggle multiple tickets, prioritize urgent issues, and maintain high service quality under pressure.
- Eligibility to Work in Spain: Legal right to be employed in Spain, with the flexibility to work remotely from any location within the country.
Preferred Qualifications – What Will Set You Apart
- Prior experience in a contact‑center, help‑desk, or customer‑support role, especially within the SaaS or transportation sector.
- Knowledge of on‑demand mobility concepts, ride‑hailing platforms, or public‑transport integration.
- Experience with ticketing systems such as Zendesk, Freshdesk, or ServiceNow.
- Basic understanding of EU GDPR principles and data‑privacy best practices.
- Multilingual capabilities (e.g., Spanish, French) to assist a diverse rider base.
Core Skills & Competencies – Your Success Toolkit
- Active Listening: Capture the full context of a customer’s issue before proposing a solution.
- Problem‑Solving: Break down complex scenarios into actionable steps, employing both technical knowledge and creativity.
- Empathy & Emotional Intelligence: Build rapport, de‑escalate tense situations, and make every rider feel valued.
- Time Management: Balance high‑volume contact flow while maintaining accuracy and compliance.
- Adaptability: Thrive in a rotating schedule (10 pm – 2 am, Monday‑Sunday) and adjust to evolving product releases.
- Team Collaboration: Share insights and support peers through knowledge bases, internal forums, and peer‑review sessions.
Growth Opportunities – Your Career Path at Via & CPM
At Via, we view every employee as a future leader. As you master the fundamentals of mobility support, you will have clear pathways to advance into specialist or supervisory roles, such as:
- Senior Customer Experience Analyst: Lead trend‑analysis projects, create reporting dashboards, and influence service‑strategy decisions.
- Team Lead – Remote Operations: Manage a cohort of support agents, coach performance, and ensure adherence to quality standards.
- Product Specialist – Mobility Solutions: Partner with engineering and product teams to test new features, gather user feedback, and shape roadmap priorities.
- Training & Development Coordinator: Design onboarding curricula, conduct workshops, and champion continuous learning across the organization.
Our commitment to professional development is backed by:
- Access to LinkedIn Learning and industry‑specific certifications.
- Mentorship programs pairing you with senior leaders in operations, product, and strategy.
- Quarterly “Career Sprint” reviews that help you set goals, track progress, and celebrate milestones.
Work Environment & Culture – The CPM Difference
CPM International nurtures a collaborative, inclusive, and innovative atmosphere. We believe that a vibrant culture fuels great service. Here’s what you can expect:
- Diverse and Inclusive Community: We celebrate gender, race, religion, disability, and sexual orientation, ensuring every voice is heard.
- Hybrid Working Model: While the role is remote, you will attend a one‑week, on‑site training in Barcelona, fostering personal connections with fellow teammates.
- Flexibility Within Structure: Rotating night‑shift schedules are balanced with guaranteed two weekends off per month, supporting work‑life harmony.
- Employee‑Centric Programs: From an Employee Assistance Program (EAP) to wellness initiatives, we prioritize mental and physical health.
- Recognition & Rewards: Celebrate achievements through peer‑nominated awards, performance bonuses, and a robust Referral Program.
Compensation, Perks, & Benefits – What We Offer You
- Competitive Salary: €9,743 gross per year, proportionate to part‑time hours.
- Holiday Entitlement: 24 days annual leave (full‑time equivalent), accruing proportionally for part‑time staff.
- Fully Paid Training: One‑week intensive onboarding (9 am – 6 pm, Monday‑Friday) to equip you with product knowledge, communication techniques, and compliance basics.
- Health & Wellness Benefits: Optional discounted private health insurance, plus free confidential employee assistance services.
- Learning Resources: Complimentary access to LinkedIn Learning courses and internal knowledge hubs.
- Employee Benefits Club: Exclusive discounts on travel, entertainment, and lifestyle services.
- Referral Bonus: Earn a monetary reward for successful recommendations of qualified candidates.
- Engagement Activities: Virtual coffee chats, team‑building challenges, and cultural celebrations to keep the remote community connected.
Day‑In‑The‑Life – A Snapshot of Your Typical Shift
Every shift begins with a brief stand‑up on the team Slack channel, where the night‑shift lead highlights any product updates, known issues, or priority tickets. You then log into the CRM, review the queue, and start handling inbound contacts. Throughout the shift, you maintain real‑time notes, flag escalations, and contribute to the shared knowledge base. At the end of the night, you update the daily hand‑off report, ensuring the morning team has clear visibility of pending matters. Between tickets, you might join micro‑learning sessions or participate in a virtual “coffee break” with colleagues from other departments.
How to Apply – Take the First Step Toward an Exciting Future
We understand that perfection is rare, but a positive attitude and eagerness to learn are priceless. If you are ready to help redefine urban mobility, deliver world‑class support, and grow within a forward‑thinking organization, we invite you to submit your application today. Click the link below, attach your resume and a brief cover letter outlining why you’re passionate about the role, and let’s start this journey together.
Apply Now – Become a Remote Customer Service Champion
Don’t Hesitate, Apply!
We value enthusiasm and a growth mindset above a perfect checklist. Even if you don’t meet every single requirement, we encourage you to apply. Your unique perspective could be exactly what we need to enrich our team.
#WeCare #WeAreCurious #WeAchieveTogether
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