Head of Customer Operations
2 weken geleden
**Join a fast-growing, listed company with a purpose Fastned owns and operates a growing network of more than 300 fast charging stations across Europe, allowing electric vehicle drivers to charge their car with 100% green energy in just 15 minutes. Our mission is to accelerate the transition towards sustainable mobility by giving freedom to electric drivers. Our goal is a European network of 1000 fast charging stations in prime locations, where all electric vehicles can charge with renewable energy from the sun and wind.**
**Your role**:
The Head of Customer Operations will lead Fastned’s customer service & customer operations, ensuring that every interaction a customer has with us is seamless, helpful and leaves a lasting positive impression. Your impact will be central to our ambition of delivering excellence at every customer touchpoint, all while supporting our ambition to make EV charging accessible and easy to everyone.
**Your responsibilities include**:
- Develop and implement a comprehensive roadmap that ensures an exceptional support experience for our customers.
- Align the team’s efforts with company goals, ensuring our customer operations support the broader mission to accelerate the transition to electric mobility.
- Provide guidance, mentorship, and professional development opportunities to the customer operations team.
- Capture customer insights from support interactions and make them accessible across the organization to drive improvements. Identify common pain points and collaborate with stakeholders to address them effectively.
- Drive the adoption of new tools, technologies, and processes to elevate service, streamline workflows and enhance customer experience.
- Lead the integration of AI solutions to improve response quality, and support team response times.
- Monitor and optimize customer success metrics, providing regular updates and identifying key projects to drive further improvements.
- Design and implement crisis management and escalation protocols to ensure swift and effective resolution of critical issues.
**Who we are looking for**:
We are looking for an experienced leader with a deep commitment to customer satisfaction and a strategic mindset. You’ll bring a wealth of experience from previous customer support roles, a strong data-driven approach and a proven ability to lead and inspire teams in a people-centric way.
- You bring 8+ years of relevant experience, including 3+ years leading large-scale customer service functions, ideally in a D2C environment.
- You lead with humility, recognizing that a positive team environment is key to delivering an exceptional customer experience.
- You are dedicated to the growth and development of your team, providing mentorship and creating opportunities for professional advancement.
- You are deeply familiar with customer support metrics and customer experience KPIs and have successfully led strategic initiatives to enhance service quality, efficiency, and customer satisfaction.
- You excel in communication, keeping all stakeholders informed and building strong relationships with internal teams.
- You think strategically with a strong customer-centric approach, continuously seeking ways to enhance the customer journey through data-informed insights.
- You are comfortable and experienced with various customer support software and tools and understand how to leverage technology to optimize support functions.
**Join us in building a better future**:
Together with over 300 colleagues, we have the ambition to build Europe's best fast-charging network. We currently operate in eight countries and are growing fast. We work hard to change the world, but we don't forget to recognise & celebrate our successes, big and small. We put a focus on work-life balance, provide you with genuine work flexibility and have family-friendly policies in place. Our benefits include
- Stock option plan - we believe in shared value creation;
- A training and development budget of €3,000 per year per employee, because development and training are important to us and our sector offers endless opportunities;
- Daily vegetarian lunches, snacks & drinks are provided at our office locations;
- Full access to our electric vehicle fleet with all charging expenses covered;
- Next to fun events year-round, we throw notorious Christmas parties and organize an amazing yearly trip abroad with all employees;
Other perks include flexible working hours, full travel compensation and the working gear of your choice.
We would love to have a conversation with you The interview process is as below:
- Recruiter screening
- First interview with Doreen (Customer Operations Manager) and Yannick (Director Operations & Analytics) combined
- Business case preparation and presentation to interview panel with Pariss (Head of Network Operations), André (Customer Operations Coordinator) and Yannick (Director Operations & Analytics)
- Behavioral interview with Romane (Head of Dat
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