At YEGO, we do more than move people — we help cities breathe. As a certified
société à mission
and purpose-driven company, we have already enabled over 10 million journeys across 9 European cities.
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.
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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.
High-Stakes Resolution:
Directly manage incidents of high complexity or reputational risk, balancing costs with legal risks and user experience.
Quality & Compliance:
Ensure all area processes comply with local regulations in every market and keep internal guides updated.
Data & Reporting:
Monitor KPIs such as TTR, CSAT, and cost per incident to provide insights and improvement proposals to the CX Manager.
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Who You Are
Experienced Leader:
3 to 5 years of experience in managing complex incidents or back-office operations, with proven experience managing people.
Extra Plus:
We especially value experience in insurance, legal-ops, mobility, urban logistics, or public administration.
Multi-stakeholder Coordination:
You have the ability to coordinate multiple stakeholders simultaneously without losing track of individual cases.
Structured & Analytical:
You feel uncomfortab

📌 Customer Experience Lead Incidents (España)
🏢 Yego
📍 España