Operations and Customer Support Team Lead - Night Role
Full-Time | Fluency in German desired but not essential
£35,000 per annum
Location: fully remote
About RideTandem (www.ridetandem.com)
RideTandem is a tech-for-good startup on a mission to enable sustainable commuting for all. Our technology enables green, flexible transport that connects people with vital work and educational opportunities.
We’re growing - fast. We've been ranked in the top 150 fastest growing companies in Europe two years in a row in the Financial Times 1000 list, growing net revenue by about 50x in the last 5 years. We’ve been featured twice in the Sunday Times Best Places to Work and across that time we’ve delivered nearly 4 million passenger journeys, enabled our passengers to earn over £168 million in wages, and helped passengers to avoid over 16000 MT in carbon emissions.
Our team believes in four core values: driving impact, building partnerships, growing sustainably and going the extra mile. We apply these values not just to the way we work with our B2B customers, transport operators and our passengers, but also the way we work with one another. As a RideTandem team member you’ll have the opportunity to ‘work from home’, with regular opportunities to catch up with your colleagues both online and in-person. We also have an award winning employee recognition culture, private health insurance and a generous annual leave offering of 28 days (plus bank holidays).
About the role
You’ll be part of a growing and diverse team, working directly alongside our Heads of Operations and other Operations team colleagues. The role will be extremely fast paced at times and will provide an opportunity to develop a range of skills whilst playing a crucial role in the company’s growth.
The role encompasses a range of customer service, operations and administrative tasks, so you’ll need to be brilliant with people with an eye for detail. No two days at RideTandem are the same, and you’ll be involved in a range of tasks from monitoring live journeys and supporting customers via email, phone and chat, to working alongside our account management team to provide more complex support. We provide full and ongoing training. This is a rare opportunity to join a fast-growing, ambitious startup with global ambitions.
We need someone independent who we can rely on to get their job done effectively and efficiently, however you will receive as much support and training as you need. This may mean doing slightly different hours while we settle you in, but training hours would be mutually agreed to make sure you receive training at a pace that suits you. Familiarity with Google Suite, as well as experience in customer support, account management or other similar roles would both be advantageous.
We’re looking for someone who is happy to be hands-on in the day-to-day role but has the leadership skills to step in when needed. You’ll lead by example, support the team, make confident decisions, and maintain an overview of operations to ensure everything runs smoothly.
We are currently hiring for a full-time night shift position (45 hours per week, including a 1-hour daily break).
Core Working Hours:
- Monday to Friday: 10:00 PM – 07:00 AM (following morning)
Our Operations team works 24/7, so there are multiple support teams working throughout the day and night. This means there’s also opportunity to take on additional paid overtime shifts should you wish.
Key Responsibilities
As an Operations and Customer Support Team Lead at RideTandem, you will play a crucial role in ensuring the smooth operation of our transport services. Your responsibilities will include:
- Team Oversight – Working alongside the team while providing support, guidance, and leadership when required. You'll help ensure workloads are managed effectively, maintain operational standards, and keep the wider operation running smoothly throughout your shift.
- Decision Making – Taking ownership of operational decisions during your shift, confidently resolving issues as they arise and escalating only when necessary. You'll be trusted to make informed decisions that support both the customer experience and the wider business.
- Real-time Monitoring – Overseeing live trips to ensure services run smoothly and addressing any issues promptly.
- Frontline Customer Support – Providing assistance to passengers via phone and email, handling inquiries, resolving issues, and ensuring a seamless user experience.
- Liaising with Transport Operators – Communicating with transport providers to coordinate services, resolve operational issues, and maintain smooth daily operations.
- Client Relationship Support – Maintaining professional relationships with clients, addressing concerns, and escalating issues when necessary.
- Administrative Tasks – Managing key operational processes, such as setting up journeys in our backend system and processing passenger payments efficiently.
This role requires strong problem-solving skills, attention to detail, and the ability to work in a fast-paced environment. If you thrive in live operations and customer service, we’d love to hear from you!
About you…
- Fluency in both English and German is preferred. While not essential, please indicate any languages spoken on your application.
- You have previous proven leadership or supervisory experience and are confident guiding and supporting a team when needed.
- You enjoy being part of a small but fast-growing team, solving meaningful problems and are motivated by our purpose and mission.
- You’re a confident all-rounder, with a proven ability to think on your feet.
- You have a proven ability to juggle and prioritise multiple time-sensitive tasks.
- You’re able to work under pressure, with experience in turning problems of all sizes into positive outcomes.
- You’re a ‘people person’ with strong listening skills and excellent written and spoken communication skills, including telephone etiquette.
- You’re detail oriented and proactively spot problems before they happen.
- You’re confident using office computer software and adapting to new tech - prior experience with Google Drive or Microsoft Office is preferred but not essential.
- Experience in the passenger transport industry would be advantageous but is not essential for this role.
What we offer
- The opportunity to work towards a meaningful mission with a team committed to doing good in the world.
- The ability to “work from home”, both within the UK and Germany
- Regular opportunities to catch up online and in-person with a super friendly team
- Award-winning employee recognition culture
- Employee options scheme (so that you own a bit of the company too!)
- Private health insurance through Vitality healthcare
- Confidential financial wellbeing support provided by Mintago
- Enhanced employer pension contribution
- MacBook Air for you to work from
- 28 days per year annual leave plus bank holidays, plus additional annual leave after 2 years of service (adjusted pro-rata)
Working Details
This is a full time remote based role with our colleagues based all across the UK and German. You’ll be provided with a MacBook Air to work from, and we’ll support you to make sure you have the tools you need to succeed in this role.
We host quarterly in-person team away days, where we cover key business updates, in-person working sessions and a chance to unwind with the whole team in person with activities like bowling, minigolf, karaoke, escape rooms or VR darts.
Our Operations team is a 24/7 team, so your working hours will include bank holidays. If you end up working a bank holiday, you’ll receive additional pay and TOIL in return.
How to apply:
If you’re interested in working with us, please submit your CV and a cover letter outlining your interest in and suitability for the role.
We can only accept applicants that have the right to work in the UK or Germany.
If you have any questions – please get in touch by emailing and we’ll be happy to help!
We’re an equal opportunity employer dedicated to building a diverse and inclusive team. We really do want applications from a range of candidates. If you can do most of the above, but you’ve got a nagging doubt that it’s not quite everything or the core hours illustrated aren’t quite what you’re looking for - please do go ahead and apply. If you explain why you’re a great candidate - we promise to consider your application carefully.
Job Type: Full-time
Pay: £35,000.00 per year
Benefits:
- Company pension
- Financial planning services
- Private medical insurance
- Work from home
Experience:
- Leadership: 1 year (preferred)
Language:
Work Location: Remote
