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Head of Customer Operations

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Fastned

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration
  • Amsterdam
  • Quick Apply

AI generated summary

  • You have 8+ years of experience, 3+ in leading customer service, a focus on team growth, expertise in support metrics, strategic thinking, and proficiency in customer support software.
  • You will lead the support team, enhance customer experience, implement new tools, capture insights, optimize metrics, and manage crises to ensure exceptional service in multiple languages.

Requirements

  • 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.

Responsibilities

  • 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.

FAQs

What is the main mission of Fastned?

Fastned's mission is to accelerate the transition towards sustainable mobility by providing electric vehicle drivers with a network of fast charging stations that use 100% green energy.

What role will the Head of Customer Operations play at Fastned?

The Head of Customer Operations will lead the customer service and operations team, ensuring every customer interaction is seamless, helpful, and leaves a positive impression.

How many years of experience is required for the Head of Customer Operations position?

The position requires 8+ years of relevant experience, including at least 3+ years leading large-scale customer service functions.

Is experience in a D2C environment preferred for this role?

Yes, experience in a Direct-to-Consumer (D2C) environment is ideal for this position.

What type of team environment does Fastned promote?

Fastned promotes a positive team environment that is key to delivering an exceptional customer experience, valuing humility and collaboration.

What customer support channels will the Head of Customer Operations oversee?

The Head of Customer Operations will oversee multiple support channels including phone, email, and WhatsApp, providing service in six languages.

What responsibilities include capturing customer insights?

Responsibilities include capturing customer insights from support interactions and making them accessible across the organization to identify pain points and collaborate on solutions.

Does Fastned offer any benefits to employees?

Yes, Fastned offers benefits such as a stock option plan, a training and development budget, daily vegetarian lunches, access to an electric vehicle fleet, and various fun events throughout the year.

What is the process for applying to this position?

The application process includes a recruiter screening, interviews with team members, a business case preparation and presentation, followed by a behavioral interview.

Does Fastned have a commitment to diversity and inclusion?

Yes, Fastned stands for equity and inclusion and welcomes applications from people of all backgrounds and identities.

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Fastned

We build a network of scalable fast charging stations for all electric vehicles, powered by 100% renewable energy

Energy
Industry
51-200
Employees
2012
Founded Year

Mission & Purpose

Fastned is building the world's first network of fast charging stations where all electric cars can charge. Our mission is to give freedom to electric drivers and accelerate the transition to sustainable mobility. Our goal is a European network of a 1000 fast charging stations on prime locations, where all electric vehicles can charge with renewable energy from the sun and wind.