Customer Experience Lead - Incidents

To help us with this mission, we are looking for a Customer Experience Lead - Incidents to lead the integral management of our most complex service challenges: traffic fines, accidents, towing, and parking incidents. You won’t just manage cases; you will design the systems that solve them, train the teams that execute them, and collaborate with the partners that instrumentalize them. Your work has a direct economic, regulatory, and user experience impact.

What You Will Do

• Team Leadership: Supervise, train, and develop a team of 5-10 people, organizing daily work based on criticality, SLA, and market needs.
• Process Architecture: Design and implement specific flows for incident types such as traffic fines (appeals, re-billing), accidents (insurance coordination), and vehicle impounds.
• Partner Management: Supervise specialized providers, including fine management firms and insurance intermediaries, while following up on SLAs and quality.
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