Offer summary

Qualifications:

Bachelor’s degree in Business, IT, Communications, or related field; Master’s preferred., Proven experience in customer service management within digital or tech-driven environments., Strong understanding of AI tools, automation platforms, and CRM systems., Excellent communication, coaching, and problem-solving skills..

Key responsibilities:

Manage and optimize online customer support channels such as chat, email, and social media.

Implement and oversee AI-powered support tools like chatbots and sentiment analysis.

Drive automation initiatives to improve workflows and response times.

Collaborate with IT, product teams, and management to integrate support solutions and analyze customer feedback.

Job description

Your mission

We are seeking a forward-thinking Customer Service Manager to manage our online support operations. This role focuses on innovation enhancing customer experience through AI-driven tools, automation solutions, and continuous quality improvement for a future-proof and highly efficient customer support approach. The ideal candidate will be passionate about leveraging technology to deliver efficient, scalable, and high-quality customer service across online channels.

Key Responsibilities

Oversee and optimize online customer support channels (chat, email, social media, self-service portals)
Implement, manage and optimize AI-powered support tools (e.g., chatbots, virtual assistants, voice of the customer and sentiment analysis)
Drive automation initiatives to streamline workflows and reduce response times
Monitor and improve service quality metrics (CSAT, NPS, resolution time, first contact resolution)
Collaborate with IT and product teams to integrate support solutions with CRM and backend systems
Collaborate with Product Management to integrate support solutions with frontends (e.g., App, Website, etc.)
Analyse customer feedback and support data to identify trends and improvement opportunities
Analyse general market trends and competitors’ approach to make customer service scalable
Train customer service team in working with new AI-features and reports
Ensure compliance with data privacy and AI ethics standards
Prepare performance reports and present insights to senior leadership

Your profile

Required Skills & Qualifications

Proven experience in customer service management in digital or tech-driven environments
Strong understanding of AI tools and automation platforms
Familiarity with CRM systems and customer analytics dashboards
Excellent communication, coaching, and problem-solving skills
Ability to manage cross-functional projects and drive change
Bachelor’s degree in Business, IT, Communications, or related field (Master’s preferred)

Preferred Extras

Certifications in AI, automation, or customer experience
Experience with multilingual support and global service operations
Knowledge of machine learning, NLP, or predictive analytics in customer service

Our Mission

There should be no borders when it comes to electric travel. That’s why we are building, operating, and constantly growing our network of high-power charging stations along highways in 24 European countries. All charging stations are open to electric vehicles of any brand. With several charging points at each location. With ultra-fast charging stations that recharge your vehicle’s batteries for the next stretch of your journey in the shortest time possible.  And as we provide 100% renewable energy everywhere in our network, charging at IONITY means carbon-neutral driving.

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About us

IONITY is a joint venture of the car manufacturers BMW Group, Ford Motor Company, Hyundai Motor Group, Kia, Mercedes-Benz AG and Volkswagen Group with Audi and Porsche, along with BlackRocks Climate Infrastructure Platform as financial investor.

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