Customer Service Manager

Job description

Fastned is building a European network of fast-charging stations powered by renewable energy. Our mission is to give freedom to electric drivers and accelerate the transition to sustainable mobility. Customer service plays a crucial role in delivering a seamless charging experience. The Service Operations team consists of Customer and Network Operations and supports customers and chargers across multiple channels and markets. While working closely with internal teams and external service partners to resolve issues quickly and improve the overall customer journey. Fastned’s Customer Service function aims to combine human support, technology and scalable processes to deliver high-quality service as the network grows. Your role As our Customer Service Manager, you will take responsibility for the performance and development of Fastned’s customer service operation. You will lead a team of 10 people, manage our BPO partner and drive continuous improvement across processes, quality and performance. You will monitor service levels, identify improvement opportunities and make sure our external partner delivers a customer experience that meets Fastned’s standards. You will work closely with colleagues across Service Operations and other teams to improve processes, share customer insights and help us scale our support as Fastned continues to grow. You will report directly to the Head of Service Operations. Who we are looking for 5+ years of experience in customer operations, customer service, or operations management Proven experience in managing, coaching and developing teams You have experience working with a BPO or other external service provider Experience with process optimisation, automation and continuous improvement You are comfortable working with performance and quality metrics such as CSAT, response times, resolution rates and service levels. You communicate clearly and can give constructive feedback. You are fluent in English. Dutch or another European language is a plus. Join us in building a better future! We work hard to change the world, but we don't forget to recognise & celebrate our successes, big and small. We focus on work-life balance, provide genuine work flexibility, and have family-friendly policies in place. Electric mobility is new territory for you? Don’t worry! As part of your onboarding, you will participate in a series of exciting workshops where you will learn everything about our industry and fast-charging infrastructure. Our benefits package includes: 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. To fully embrace the EV lifestyle and ensure seamless travel to job sites, you'll get access to our fully shared electric pool cars. 29 holidays + 2 Mission Days you can use to contribute to Fastned’s mission or to support a cause that is important to you. Pension plan fully covered by Fastned. Stock option plan: We believe in shared value creation. Mental Wellbeing with nilo health: Access to a confidential mental health platform offering 1-on-1 coaching with psychologists, group sessions, and a variety of digital self-care tools. Enjoy a sponsored membership providing flexible access to a wide network of gyms, fitness classes, and wellness facilities across the NL. Going the extra mile for parents: Beyond offering paid parental leave that goes well above the legal minimum, we provide personalised coaching through Foundree to support your well-being and confidence at every stage of your parental journey. Understanding women's health is beneficial for all of us, fostering empathy, improving communication, and creating a more inclusive workplace. That's why we teamed up with Flouria, providing you with quick access to a broad range of women's health professionals. Other perks include food and drinks available all day at the office, various social gatherings, and exciting yearly company trips! Interested in making an impact? We would love to have a conversation with you! Apply now, send us your CV and explain in your motivation letter why you’re excited about joining Fastned. Our recruitment team will be in touch with you to explain more about the role and the process. Fastned stands for equity and inclusion. We welcome applications from people of all backgrounds, gender identities, sexual orientations, religions, neurodiversity, disabilities, parental status or any other protected characteristic that makes you unique.