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About the job

Here at Dott, we believe in a future where our cities are free from cars and pollution. With our on-demand e-bikes and e-scooters, we want to help co-create liveable cities where space is given back to people. We dream of cities where it is easy to move from one place to another with less congestion and more socialisation. All work we do is to continue reaching for our mission, to free our cities with clean rides for everyone.

Though founded in Europe, our passionate, mission-driven people come from over 55 countries globally. With such representative employees working in over 9 countries, we can better meet our users’ diverse needs. We collaborate with each other, transportation providers, and city officials to ensure what we do today has a tangible impact on tomorrow. Moreover, each employee is equally invested and accountable for making each decision socially and environmentally sustainable.

As a User Support Associate, you’ll be the voice of our Dot, providing the best service to our users and their communities. You’ll be the first point of contact, prioritising communication skills to meet their needs. With the responsibility of handling issues and complaints quickly and professionally, you’ll need to be a multitasking pro who thrives under pressure.

We’re looking for someone who can thrive under pressure and multitask like a pro. You’ll need to work well independently and as part of a team and be excited to learn new skills.

Previous customer service experience is highly recommended but optional. More important is your ability to empathise with users, actively listen to their needs, and proactively solve problems. You should also be comfortable using a range of technology with solid computer skills.

If you’re looking for a challenging yet rewarding role where you can make a real difference in the day-to-day lives of our users, we encourage you to apply for our Customer Support Associate position.

What You Will Do

• Strive to deliver top-notch customer service through email, chat, or phone. Users should feel heard, understood, and valued.
• Show empathy and compassion when interacting with customers. Try to put yourself in their shoes and understand their perspective.
• Use customer feedback to make process recommendations and decision-making. User insights can be invaluable in helping us provide better service.
• Investigate and resolve any escalated customer complaints or issues. Identify the root cause of the problem and propose appropriate solutions.
• Tackle any complex customer support issues that require investigation. Don’t shy away from a challenge – embrace it!
• Be vigilant in identifying and escalating any bugs, fraudulent behaviour, or incidents. We want to minimise any negative impact on our users.
• Support local city teams with any local tasks or ad hoc activities that may arise. Be a team player and lend a helping hand whenever possible.

What You Will Need

• Must speak Polish, English and French or Italian fluently.
• Empathy and passion for customer service: you can interpret the root of customer issues to transform the customers’ experience and exceed their expectations.
• Discipline and high work ethic: you are ready to work in shifts, and you will always be on time according to your schedule (schedule will include some nights, weekends & holidays).
• Curiosity and proactiveness: you think about how you can simplify and improve the tasks you are working on and continuously improve processes on behalf of users.
• Being a team player: central teams and local teams will depend on you to contribute to their success .

What Is Our Employee Value Proposition (EVP)

We embrace change in our cities, our work, and ourselves. We empower each other to make a lasting impact. We spark meaningful connections by fostering a supportive community. We succeed by adapting the way we work. Unlock the Change

Check out our EVP Video here (bit.ly/3ZHHvlR)

Benefits & Policies*:

🚀 Employee Stock/Equity plan

💰 A fair, mid-market salary package

🧑‍💻Weekly All-hands meetings

🧘 Mental health support with Open-up

🫂Employee Resource Groups

🪹Pension scheme

👶 Parental policies

🏡 Hybrid Work Policy

🌎 Short-term Remote Work Policy

🏞️ Sabbatical Policy

🪑 Work from home budget

(* benefits will vary based on the country and position)

Sustainability Statement

We continuously measure and improve our environmental and social impact. We’re not claiming we’ll save the world, but we’re relentlessly striving to do the right thing for people, cities, and the planet. We’re constantly putting the environment and our social impact at the heart of every business decision. For more information on our sustainability, check out our Sustainability Report & Manifesto (bit.ly/3KB9dwq) .

Equity, Diversity, and Inclusion (ED&I) Statement

Dott is an equal-opportunity employer and aims to be intentional in our ED&I strategy. We operate throughout Europe in the hometowns of countless people, including our employees. To truly free OUR cities, we must have a workforce that not only understands the unique needs of our cities but also represents the diversity within them. To support all our employees to be their authentic selves, we have a zero-tolerance policy for discrimination and harassment in any regard.

Data Privacy

At Dott, we respect fundamental privacy rights. We process your personal data per the requirements of the General Data Protection Regulation (“GDPR”). Read our Applicant Privacy Statement for a clear explanation of how we process your personal data.