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 strategic leadership to our customer support team, overseeing multiple channels (phone, email, and WhatsApp) and support in 6 languages.
- 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.
