Customer Operations Manager

Join a fast-growing company with a purpose! At Fastned you will actively contribute to accelerating the transition to electric mobility. Together with over 250 colleagues (more than 40 nationalities) across 9+ countries, we have big plans: we are building a Europe-wide network of 1,000 beautiful fast-charging stations where electric drivers can charge their cars with energy from the sun and wind. We have recently been voted best charging network in the UK, France and the Netherlands, a testimony to our drive to offer the best charging experience to EV drivers!

Your role

As a crucial member of the Customer Operations Team, the Customer Operations Manager will take end-to-end ownership of the team’s processes and tooling, the various support channels and business insights.

Your overall responsibilities include but are not limited to:

• Own the various support channels (incl. identification of new ones) and their performance.

• Derive insights and strategic initiatives by being on top of the team’s metrics (contact rate, channel performance) and relentlessly identify areas for improvement.

• Research, pilot and implement tooling to transform and evolve the ways of working (o.a. AI-based support solutions).

• Work closely with our internal business stakeholders (Product & Engineering, Network Operations, Field Operations, New Markets team,..) to identify areas of improvement and provide recommendations that are based on best practices and industry standards.

• Contribute to drive Fastned’s growth by fixing & building processes that are needed to scale.

Who we’re looking for

• Minimum 5-7 years of experience in a customer support environment, product operations, and support channel strategy implementation.

• Experience with key customer service software, such as Zendesk (advanced user).

• A strategic and analytical mindset.

• Excellent organisational skills with the ability to meet deadlines.

• Detail-oriented, proactive, and hands-on mentality.

• Based in the Netherlands.

• Fluency in English; proficiency in French, German, or Dutch is a plus.

What do you get

We work hard to change the world, but we don't forget to recognise & celebrate our successes, big and small. We put a focus on work-life balance, provide you with genuine work flexibility and have family-friendly policies in place. Our benefits include:

⚡️ Stock option plan -> We believe in shared value creation;

⚡️ A training and development budget of €3,000 per year per employee because development and training are important to us and our sector offers endless opportunities;

⚡️ An attractive pension plan (fully covered by Fastned);

⚡️ Daily vegetarian lunches, snacks & drinks are provided at our office locations;

⚡️ Full access to our electric vehicle fleet with all charging expenses covered;

⚡️ Full travel compensation;

⚡️ Next to fun events year-round, we throw notorious Christmas parties and organise an amazing yearly trip abroad with all employees;

⚡️ Other perks include full travel compensation and the working gear of your choice.

Interested? Apply today!

We would love to have a conversation with you! Apply now, send us your CV and explain in your motivation letter why you’re excited about joining Fastned. After reviewing your application, our first call will be online with our recruiter, followed by conversation with the Hiring Manager. After that you will receive a home assessment to prepare for on-site interviews in our Amsterdam headquarters.

We are looking forward to your application!

If you have questions or need further information regarding your application, please contact our recruitment team via recruitment(at)fastned.nl

Fastned stands for equity and inclusion. We welcome applications from people of all backgrounds, gender identities, sexual orientations, religions, neurodiversity, disabilities, parental status or any other protected characteristic that makes you unique.