About Road
Road is a fast-growing software company active in the dynamic electric driving (EV) market. We deliver the critical infrastructure that the EV charging ecosystem is built on. We do this through a purpose-built software platform supported by our unique expertise and world-class customer service. Road currently serves 20% of the Dutch market and we have firmly set our sights on repeating this success internationally. We exist at the intersection of cleantech and fintech and our mission is to make EV charging effortless for everyone.
To achieve this, we are looking for a German-speaking Operations Specialist in our office located in Amsterdam.
About the role
At Road, we have over 100,000 users on our platform, and with that, comes a volume of incoming queries. As our Customer Support Specialist, you will act as a liaison, manage and maintain relationships with our German Private Label & Enterprise Customers, provide product/service information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. To be successful in this role, you should be an experienced communicator.
Your responsibilities include:
Building and maintaining customer satisfaction.
Exceeding customer expectations.
Think in solutions.
Answer questions about new features and functionalities.
Support our sales department when necessary.
Guide customers through onboarding and platform setup, delivering tailored sessions for new features.
Build long-term relationships with key stakeholders, conducting regular check-ins and Quarterly Business Reviews (QBRs).
Provide support via multiple communication channels, including email, live chat, and phone.
Engage with potential customers to answer any queries they may have about Road products and services.
Troubleshoot technical issues reported by Road customers, providing positive customer experiences in addressing their concerns.
Guide customers in setting up their charging stations, ensuring that all the instructions are clear and straightforward.
Work collaboratively with other teams to ensure customer satisfaction, including the development team to report on any product bugs or shortcomings.
Create knowledge base articles and update internal documentation in support of the customer experience.
Understand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.
Customer Support Specialist Q&A's