You ensure that our customers can use our international E-Mobility offering reliably and receive fast, effective support when they have questions or encounter problems.
To achieve this, you develop the EMP-specific customer service and operations processes and embed them in the national and regional Operations units together with the Global Head of Operations. You combine a high degree of automation with clear escalation paths and reliable human support for complex cases and emergencies.
Your Responsibilities
- Develop cross-country EMP service processes—from registration and payment queries to charging issues and complaints—and coordinate market implementation
- Together with Global- and the National Operations, define service standards, responsibilities, and escalation paths, considering local languages, requirements, and operating structures
- Together with the AI Unit, design an AI-supported service model combining self-service, automation, and reliable handover to employees
- With Operations units and service partners, ensure clear contacts and coordinated processes for complex cases and emergencies
- Define requirements for the service organization and work closely with Global Operations on their implementation
- Establish a knowledge base and training processes that provide teams, partners, and AI systems with consistent, up-to-date information
- Support product, feature, and country launches and ensure service readiness with the teams involved
- Analyze service KPIs, customer feedback, and recurring errors to improve processes, knowledge resources, and the product
- Add operational requirements to the product backlog and work with Product Management to resolve root causes sustainably
- In case of an incident, coordinate service handling and customer communication with Operations, Development, and other functions