The Role
Lead Benelux customer-facing operations across customer care, logistics, warranty, and new demand models. Manage a 15+ support team, own escalations and recovery, ensure quality, optimize inbound/outbound logistics and partner relationships, and implement operational improvements with product and central teams.
Summary Generated by Built In
Upway is looking for a Regional Operations manager for the Benelux region. This is a management role for someone who combines strong customer empathy with operational discipline, and who can bring structure, clarity, and consistency to complex, fast growing environments.
The Regional Operations Manager oversees all customer-facing operations, from pre-sales to warranty management, logistics Quality and new demand models ( such as Leasing ) for the Benelux market.
They will work closely with the General Manager, UpCenter Operations team (particularly the UpCenter leads of Amsterdam and Antwerp) and product and central teams to identify, implement, and monitor operational improvements across the business.
Key Responsabilities
Costumer Care
- Manage a growing team of 15+ support agents including team leads.
- Ensure quality standards are met, analyze customer feedback to keep raising the bar.
- Own escalations and recovery — senior owner for major customer issues, coordinating internally and turning bad moments into trust-building ones.
- Act as the Voice of the Customer into product, commercial, and ops.
- Be the Primary point of contact for leasing partners on operational and support matters.
Logistics
- Responsible for inbound and outbound cost efficiency by optimizing routes and negotiating quotes.
- Be the point of contact for our main logistics partner, ensuring the best customer experience.
Skills, knowledge & expertise
- Strong academic background
- 2/3 years of experience in Operations, with previous experience in customer care operations seen as a plus
- Previous people management experience is a plus
- Fluency in Dutch and in English
- Ability to be both operational and data driven
- Good problem solving skills
- Comfort with working in a fast-paced and changing environment
- Attention to details and obsession for operational excellence
- Readiness to be fully accountable for a complex operational scope
Why join Upway
- Impact: You are directly contributing to the decarbonization of mobility by giving thousands of e-bikes a second life.
- Autonomy: You are the owner of your team and region. We give you the tools, but you build the strategy.
- Growth: Join a Series C scale-up backed by top-tier investors (Sequoia, Exor) during our hyper-growth phase in Europe.
About
At Upway, we are making electric mobility accessible to everyone. We are looking for high intelligence, high energy and high integrity people to join us on an exciting journey and reshape mobility with us.Our mission is to make e-bikes the norm, redefining how the world moves. As the global leading platform for certified pre-owned and refurbished e-bikes, we proudly serve customers across nine countries, including France, Germany and the US.We are an international company and operate from Paris, Antwerp, Berlin, Dusseldorf, Los Angeles, Amsterdam and New York. In just three years, we achieved a fast paced growth, ambitious expansion and secured $120M+ from leading investors, including Sequoia, Exor Seed, Korelya Capital & GFC.
Skills Required
- Strong academic background
- 2/3 years of experience in Operations
- Previous people management experience
- Fluency in Dutch and in English
- Ability to be both operational and data driven
- Good problem solving skills
- Comfort with working in a fast-paced and changing environment
- Attention to details and obsession for operational excellence
- Readiness to be fully accountable for a complex operational scope
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The Company
What We Do
Upway is a leading international marketplace for certified pre-owned electric bikes. Founded in 2021, the company specializes in the refurbishment and resale of e-bikes, aiming to make sustainable electric mobility accessible and affordable. Upway operates an extensive circular mobility network, partnering with retailers and individuals to recondition bikes and provide them with a one-year warranty across multiple countries, including the US and Europe.
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