Based in Bordeaux, you will join Eva’s team within the Customer Care department for a 1 to 2 years apprenticeship
Pony operates a fleet of 12,000 e-bikes and scooters across 23 European cities. The Customer Care team of 4 handles over 20,000 tickets per month, supporting users around the clock. In this role, dedicated to supporting our users daily and making sure their voices are heard across teams.
Your mission: provide the best possible experience to our users. You’ll be in direct contact with them, handling their requests and sharing their feedback internally to actively contribute to the continuous improvement of our product and service.
Main ResponsibilitiesUser support: Handle incoming requests via chat, email, and phone, delivering clear, prompt, and empathetic responses.
Ticket analysis: Analyse customer tickets (types of requests, root causes, response quality) and help produce reporting to improve internal processes.
Quality & audit: Review some of the conversations handled by agents and evaluate them using a quality checklist, with a continuous improvement mindset.
User surveys: Occasionally conduct calls or surveys to gather feedback on features, better understand pain points, and share insights with the product or tech teams.
Profile- Education: Currently enrolled in a top business school or engineering school, seeking for a 1 to 2 years apprenticeship.
- Communication: You communicate clearly and work well with cross-functional teams, from field staff to management.
- Teamwork: Comfortable working in a team with strong interpersonal skills.
- Customer Focus: Committed to delivering a positive user experience and providing high-quality support.
- Languages: Excellent written and spoken French; English proficiency is a strong plus.
- Initial call with Laura, HR : a 30-minute conversation to align on expectations
- Culture fit test: a short written exercise (10 min) to confirm alignment with our values.
- Case study + interview with Eva, CS Manager: a hands-on exercise to assess your skills, followed by a discussion to present your results and go deeper into the role and expectations.
