Service Delivery Coordinator

hlpy, born in 2020, is a roadside assistance company founded by visionaries who saw a gap in the market and redefined the industry with a cutting-edge digital solution.

What started as a bold idea in Italy quickly expanded to France and Spain, and as of September 2024, we are proud to announce our entry into Germany! This marks another milestone in our journey to becoming the go-to solution for modern roadside assistance across Europe—and beyond.

We operate on a B2B2C model, partnering with key players in the automotive world—insurance companies, car manufacturers, rental agencies, and mobility providers. Through our advanced digital platform, their customers can instantly request roadside assistance and replacement solutions in real-time, transforming the way help is delivered on the road.

As we continue to scale globally, our ambition and market demand propel us toward becoming a major force in the sector. That’s why we’re on the lookout for a highly motivated customer service professional to join our dynamic team, optimize our processes, and help us set new industry standards for excellence.

Are you ready to be part of this journey? 🚀

This role involves supporting the operational functions and ensuring the quality of our services. The ideal candidate will be organized, proactive, and committed to delivering high-quality customer service.

Key Responsibilities:

• Team training and involvement
• Reducing the time to close missions within 48 hours (follow up) and within the following days (task)
• Verification of arrival on site and delivery to destination
• Tracking and management of cases awaiting destination
• Complaint or critical case management raised by BPs
• Balance of deposits and organisation of releases
• Search garages
• Monitoring communications with strategic BPs (e.g. Arval in Italy, Hertz in France), on dedicated boxes
• Reporting bad practice on the operational side for training or retraining purposes
• Continuous internal processes and tools development

Qualifications:

• Bachelor's degree or equivalent.
• 3/4 years of experience in an equivalent role within an Operating Center / Customer Service environment, ideally with a strong digital/IT component (e.g. AI agents applied to service delivery).
• Fluent in English and French
• Advanced proficiency in MS Office automation tools and in KPI/SLA metrics analysis.
• Solid experience with IT systems such as CRM, DWH, and Trouble Ticketing platforms.
• Preferably, in-depth knowledge of the Automotive market or a similar innovative Operating Center context.
• Strong ability to work in complex, fast-paced, and result-oriented environments, coordinating with cross-functional teams and suppliers to ensure service continuity.

Ready to make an impact? We'd love to hear from you 🚀