Customer Service Manager

Over de vacature

Overview

In this role you lead Fastned's customer service operations, guiding a team of 10 and managing an external BPO partner to deliver high-quality support. You'll drive continuous process, quality, and performance improvements while aligning with cross-functional teams to scale services as the network grows. You'll monitor service levels and customer experience, turning insights into actions that enhance the journey for EV drivers. Join a mission-driven company shaping sustainable mobility with a collaborative, growth-focused culture.

Arbeidsvoorwaarden / Benefits

• training and development budget (3000 per year)
• fully shared electric pool cars
• 29 holidays + 2 Mission Days
• pension plan fully covered by Fastned
• stock option plan
• health and wellbeing benefits (mental wellbeing platform)

Verantwoordelijkheden

• Lead and develop a team of 10 within Service Operations and oversee the BPO partner to ensure Fastned standards
• Drive continuous improvement across processes, quality, and performance metrics
• Monitor service levels and key CS metrics (CSAT, response times, resolution rates, SLAs)
• Identify improvement opportunities and translate into actionable plans
• Collaborate with cross-functional teams to optimize customer journeys and scale support
• Ensure the external partner delivers an industry-leading customer experience
• Report to the Head of Service Operations and contribute to strategic scaling and process standardization
• Coordinate with internal and external stakeholders to enhance processes and share customer insights

Belangrijkste vereisten

• 5+ years in customer operations, customer service, or operations management

• Proven experience in managing, coaching and developing teams

• Experience working with a BPO or other external service provider

• Experience with process optimisation, automation and continuous improvement

• Comfort with performance and quality metrics (CSAT, response times, resolution rates, service levels)

• Clear communication and ability to give constructive feedback

• Fluent in English; Dutch or another European language is a plus

• strong leadership and coaching

• clear communication

• ability to give constructive feedback

• process optimisation

• automation

• performance measurement and data-driven decision making

Advertentie Cv voorbeelden voor Klantenservice, Callcenter & Receptie: zo ziet een sterk cv eruit Bekijk het voorbeeld en maak je eigen versie. Bekijk voorbeeld Geen account nodig