Customer Care Center Manager

**Let us describe the challenge we offer**

The people at Polestar believe in our sustainable mission to the planet, but we also care tremendously about building sustainable relationships with our customers. The Global Customer Care team is in an exciting phase of developing a new in-house function - our very own Customer Care Center This function will work both directly with customers, as well as with third parties representing Polestar, to ensure that customers can get the help and information they need through the channel that best suits them.

The role as a Customer Care Center Manager will be working in this new in-house function from the very beginning. In this unique role, you will set the course for exceptional customer experiences by leading, managing and developing the Customer Care Center function. We love spending time together and learning from each other - we therefore invite you to work from our new office located in Vienna, Austria. Together with your colleagues, you will inaugurate this new office and set the bar for success within the service delivery towards our customers.

**What you’ll do**

In this exciting role, you will lead, manage, and develop the teams in your country to deliver brilliant performance and a first-class personal experience for our current and future customers across the buying and ownership journey. The role will include people management, budget management, and making sure that the center delivers the best possible customer service. This will entail supporting the Team Leaders through taking part in building a culture of openness, transparency, motivation and taking pride in the business.

The areas you will cover are:

- Service Delivery by implementing and monitoring CRM-processes
- Facilitating launch of new in-house Customer Care Center in adherence with SLAs
- Planning, Forecasting and Capacity Management
- Recruitment, People Management and Quality Assurance
- Operational process and Knowledge Management

During the first weeks of your employment, you will have an induction period where you will learn about your role, your team and the Polestar way. After completing this, you will be a part of a training and development programme, which is an on-going opportunity to learn and grow in skills - we believe in a culture of coaching and development for all people joining.

**Who you are**

To be a great fit for this role, we are looking for you with exceptional customer service and leadership skills. You are immaculate in listening and have an enthusiastic and flexible approach with the ability to coach a team. Your passion for EV and our planet surges through your communication into an energetic and inspirational attitude.

Furthermore, we are searching for you who have:

- Minimum five years' experience in a managerial position
- Earlier experience of working within a Contact Center or Outsourcing Operation/Service/Sales
- A professional background in the automotive/technology industry
- Knowledge of Contact Centre Systems (MI, CRM, WFM, Quality Assurance and Complaints Management)
- Excellent oral and written communication in English and German

In addition to this, you are resilient, motivated with an innovative attention to detail and the promise to deliver results that comply with regulations. For you, negotiation and planning of organization comes naturally. Also, you lead with integrity, respect and honesty when shouldering many responsibilities.

The minimum salary for this position is €50,000 EUR gross p.a., with willingness to overpay depending on your experience, competencies, and qualifications.

Are you ready for the journey? Which is electric by the way...