Mystery Shopper

About Wheely

Wheely is a premium transport company serving major cities across Europe, the US, and the Middle East. It combines advanced technology with high-end chauffeuring to create an experience relied on by over 100,000 active riders and 1,200 corporate clients. The business is profitable, expanding quickly, and has raised $43M while generating more than $100M in annual revenue. With a recent launch in New York City and continued growth across the US and EMEA, Wheely is looking for people who care deeply about quality and want to contribute to its next stage of growth.

About the Role

This position sits within the London Quality team and reports to the Director of Customer Experience. The main purpose of the role is to evaluate chauffeur service quality in Wheely’s largest market and act as a mystery shopper to help ensure every ride meets the company’s premium standards.

Responsibilities

• Evaluate chauffeurs through mystery shopping against Wheely’s service standards.
• Give clear, immediate coaching to chauffeurs to support ongoing improvement.
• Protect the customer experience by making sure every chauffeur interaction aligns with company expectations.
• Take prompt action when standards are not met, including blocking a chauffeur after a failed quality check where required.
• Record each inspection thoroughly and accurately in the QC tool.
• Share observations and patterns from inspections to help refine Wheely’s standards over time.
• Manage work at selected locations such as train stations and events, including advising on the best passenger experience, setting appropriate in-app pickup and drop-off pins, and overseeing on-site security when needed.

Requirements

• At least 2 years of experience in a customer-facing luxury setting such as five-star hospitality, premium aviation, private aviation, luxury services, or luxury retail.
• Prior experience in environments where service quality is closely measured, audited, and never optional.
• Demonstrated ability to coach, influence, and challenge others while preserving trust and credibility.
• Interest in luxury cars and familiarity with their specifications is beneficial.
• Driving experience in London is an advantage.
• Willingness to split time between the office and mystery shopping across the city.

What We Offer

• West London office-based arrangement with four in-office days per week, flexible start and end times, and one remote day of your choosing.
• Competitive compensation.
• Employee stock options.
• Private medical and dental coverage.
• Life insurance and critical illness cover.
• High-quality work equipment.
• Monthly ride credit for Wheely trips.
• Cycle to Work benefit.
• Professional development stipend.