About The Role

As part of the Quality team in New York, reporting directly to the General Manager, you will be responsible for assessing the quality of the services provided by Wheely Chauffeurs across NYC.

A successful candidate will act as a Mystery Shopper, taking ownership of service quality and ensuring that every journey consistently delivers an exceptional, luxury experience that exceeds customer expectations.

Responsibilities

• Assess chauffeurs against Wheely Standards through regular mystery shops across New York City.
• Deliver constructive, on-the-spot coaching to chauffeurs, fostering a culture of continuous improvement and accountability.
• Uphold Wheely's high standards of customer experience by ensuring every chauffeur interaction consistently meets our expectations.
• Act decisively and follow established protocols when addressing service quality issues, including blocking chauffeurs who fail a quality assessment where necessary.
• Use the QC tool to provide detailed, accurate and consistent documentation following each inspection.
• Identify recurring issues and contribute insights to continuously improve Wheely Standards, training and service delivery based on observations and feedback gathered during inspections.
• Oversee operations at key locations, including airports, train stations and major events. This may involve advising on the ideal passenger experience, selecting appropriate in-app pick-up and drop-off points, and coordinating on-site security where applicable.

Requirements

You are someone who takes personal pride in high standards and believes luxury is delivered through consistency, discipline and attention to detail.

• 2+ years of experience in a customer-facing luxury environment, such as five-star hospitality, premium or private aviation, luxury services or high-end retail.
• Experience working in environments where service quality is measured, audited and non-negotiable.
• Proven ability to coach, influence and challenge others while maintaining trust and credibility.
• Excellent attention to detail, with the confidence to identify shortcomings and take action when standards are not met.
• Passion for luxury vehicles and knowledge of their specifications is a plus.
• Experience driving in New York City is a plus.
• Flexibility to work from the office and conduct mystery shops across New York City, including evenings and weekends when required.

What We Offer

• Base salary of $65,000–$85,000 per year, plus equity in a high-growth startup.
• Comprehensive benefits package, including health coverage and other benefits designed to support your wellbeing.
• Monthly credit for journeys with Wheely, allowing you to experience our service as a passenger and stay closely connected to the product.
• Professional development support, including subsidies for relevant training and learning.

Candidates must be authorised to work in the United States without the need for visa sponsorship, now or in the future.