Head of Customer Service

JOB SUMMARY:

The
Head of
Customer Service
will lead the customer service organization, managing both
Technical Service Representatives (TSRs)
and
Customer Service Representatives (CSRs)
. This role requires strong expertise in customer operations, third-party agent management, process improvement, and product training.

JOB DESCRIPTION:

Leadership & Team Management

• Lead, coach, and develop TSRs and CSRs to deliver exceptional customer support.
• Establish KPIs and performance metrics aligned with industry standards.

Third-Party Agent Oversight

• Manage outsourced/third-party service providers, ensuring compliance with SLAs and quality benchmarks.
• Conduct audits and performance reviews to maintain service excellence.

Customer Experience Excellence

• Oversee resolution of customer inquiries, complaints, and technical issues related to EV chargers.
• Implement str...