EV Charging Customer Service Manager - IONNA LLC

About IONNA:

Welcome to IONNA, the joint venture founded by seven global automotive leaders, including BMW, General Motors, Honda, Hyundai, Kia, Mercedes-Benz, Toyota, and Stellantis. At IONNA, we're revolutionizing the EV charging landscape in North America by creating a high-powered charging network that's set to redefine the way we drive.

Our Mission:

We're on a mission to make EV charging reliable, accessible, and convenient. With a commitment to deploying a minimum of 30,000 chargers, we're shaping the future of electric mobility, exceeding industry standards and leading the charge toward a sustainable, zero-emission tomorrow.

Why Join IONNA:

• Pioneering Spirit: Be part of a groundbreaking joint venture that is aiming to change the driving experience in North America
• Innovation Hub: Immerse yourself in cutting-edge technology and redefine the future of EVs
• Sustainability Focus: Contribute to a greener planet by powering our stations exclusively with renewable energy
• Dynamic Culture: Join a passionate team committed to shaping the landscape of electric mobility
• Endless Opportunities: Grow professionally in an industry that's set to reshape the automotive world 

Join IONNA and be a driving force in the EV revolution. Your journey starts here.

Position Summary

IONNA is seeking an experienced Customer Service Manager to lead our Customer Service team within the Site Operations group. The mission of the Customer Service team is to get the driver charged. You will work directly with your team, technical support teams, and external partners to resolve EV charging station issues in the field and return stations to active service in the shortest possible time. This role reports to our Director of Site Operations.

Role Attributes

• Passionate about delivering a great customer experience.
• Drive a results-oriented culture with a strong focus on servicing excellence, execution, quality, and speed.
• Responsible for review and actioning of their KPI’s which are CSAT, abandonment rate, and average time to answer.
• Has a bias for action to provide continuous improvement of our customer service teams and processes.
• Design, improve, and review the environment of our support system, tools, and knowledge base.
• Be a master of all data including leading/lagging KPIs that directly tie to your team’s performance and present these to leadership on frequent cadence.

• Coach, Develop and Communicate effectively with their teams routinely through coaching sessions and observations in various forums (i.e., meetings, coaching sessions, etc).
• Responsible for the oversight and timely execution of support tickets, customer communication, support escalations, and vendor partnership improvements.

• Innovative with a passion for problem-solving; healthy pragmatism and hands-on mentality.
• Oversight of training programs for the team for the continuous improvement of knowledge, skill set, and tools.

• Establish global relationships across internal operations stakeholders and external vendors to ensure excellent information flow and feedback on impacts of process and policy.

• Available to be "on call" after normal working hours on a periodic basis.

Role Expectations

• A minimum of 10 years of experience in Customer Service/ management with ideal focus on B2C technical environments.
• A minimum of 5 years of experience managing teams.
• Leadership experience with demonstrated ability to build a highly motivated and effective team, fostering an open, collaborative environment.
• Excellent interpersonal and leadership skills with the ability to coach, mentor and collaborate effectively.
• Ability to develop trusted relationships with customers, teams, vendors, and peers.
• Experience managing remote teams across multiple time zones.
• Be comfortable with and embrace change.
• Strong problem-solving skills and stakeholder management
• Customer orientation with excellent communication and presentation skills.

Education/Experience Expectations

• Bachelor’s degree preferred but will consider experience as a substitute.