Offer summary

Qualifications:

High school diploma or equivalent with relevant certifications in hospitality, service management, or customer experience., At least 2 years of experience in high-standard, detail-oriented industries such as luxury hospitality, retail, or transportation., Excellent interpersonal and communication skills with a focus on empathy., Ability to work flexibly across office and city locations, with some remote work options..

Key responsibilities:

Conduct mystery shopping journeys to assess service quality against Wheely standards.

Provide on-the-spot feedback and coaching to chauffeurs to improve performance.

Support the development of feedback loops between quality, customer service, and operations.

Collaborate with regional teams to enhance processes and exceed passenger expectations.

Job description

Wheely is not a traditional ride-hailing company. We are building a platform with user privacy at its core while successfully scaling a five-star service to millions of rides across multiple cities.

The Quality Team is responsible for independently assessing the Quality of the services provided by the Chauffeurs and by our Customer Service team. Enabling a virtuous feedback loop between our theories and the outcome of our services provided.

A successful candidate will act as a Mystery Shopper, taking journeys and ensuring our standards are met, providing feedback and coaching Chauffeurs at the end of the journey - helping them to achieve the Wheely Standard in the service levels they provide to passengers.

What you will be doing

Assess chauffeurs against The Wheely Standard through mystery shopping journeys using an internal Quality Check tool, followed by effectively delivered on-the-spot feedback to improve performance.
Support in building the feedback loop between quality, customer service, training and operations to continuously improve standards.
Partner with peers in other regions to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded.

Requirements

Must-have:

2 years in a relevant role (experience within high-standard, disciplined, detail-oriented industries, such as luxury hospitality, retail, transportation, military, etc).
High school diploma or equivalent (any certifications, diplomas, or qualifications in hospitality, service management, customer experience, or other relevant and transferrable subject).
An appreciation for high standards, attention to detail, and enthusiasm for customer experience.
Excellent interpersonal and communication skills - empathy is key.
Flexibility, able to work at our offices and conduct mystery shops all around the city. Some work-from-home flexibility is also available if required.

Beneficial:

Direct experience as a mystery shopper.
Experience in delivering feedback, coaching, or training.
Experience managing adherence to SOPs and quality standards, especially those involving customer interactions.
Diploma or degree in hospitality, customer experience management, or similar.
Knowledge of luxury vehicles and their specifications.

Benefits

Wheely expects the very best from our people, both on the road and in the office. In return, employees enjoy flexible working hours, and an exceptional range of perks and benefits.