Customer Experience and Service

Customer Experience Manager

Mahwah, NJ, USA

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Customer Experience Manager

 We are Polestar, the electric performance brand. We are detail obsessed, performance focused and determined to make the most advanced and exciting electric cars the world has ever seen. We blaze our own trail, one without compromise. We don’t believe in shortcuts; we innovate constantly, and we are relentless in our pursuit of the best. We’re expanding, and we need people who share our vision and want to be part of something different.

Within Customer Experience, everything revolves around the consumer, from sales satisfaction through to owner’s satisfaction. You will be responsible for managing all commercial training, owner’s information, as well as customer support services. This will include strategizing and developing new ways to engage and retain our Space personnel, who work on our front line directly with perspective customers. You will drive market needs throughout Polestar’s global headquarters.

Let us describe the challenge we offer

  • Manage and oversee a team of commercial training facilitators, and continuously enhance the training experience of our Polestar Spaces
  • Create a commercial training schedule that matches the Space network expansion, as well as in-Space growth, and ensuring 100% training completion with support from the regions
  • Oversee Consumer Services including but not limited to Customer Support and 24/7 support, while gathering the customer feedback (voice of customer) and funneling it back into everything we do
  • Manage and coordinate owner’s information, both digital and printed for USA and Canada
  • Manage the collection of ownership experience surveys and other customer satisfaction surveys, as well as mystery shopping, and work with the Quality team to match OX/CX surveys with quality surveys
  • Develop performance metrics and initiatives to assess performance and satisfaction
  • Coordinate Net Promoter Score intake and take-aways
  • Monitor the lead management program in Customer Support, working with project owners from the Sales team

Who you are


  • You understand the needs of a premium customer within a retail environment, acquired through experience with a premium OEM or retailer for a premium brand
  • You understand the key customer satisfaction and sales drivers in a premium retail industry
  • You have proven experience delivering training and individual coaching to retail teams
  • You will hold an eye for detail
  • Ability to think strategically and work tactically, with strong project skills
  • Ability to work with and present to dealer principals
  • Drive and determination to work in an evolving, ever changing environment
  • This role requires 10-15% overnight travel throughout North America
  • Customer oriented
  • Self-motivated
  • Constantly searching for what is next
  • Innovative
  • Able to remain flexible and positive

Polestar - the guiding star

Polestar is an electric performance brand, determined to improve the society we live in by catalyzing the change to sustainable mobility. We are a global team of highly talented individuals who share a passion to change the world. We challenge conventions and we challenge ourselves for the purpose of innovation. We believe innovation is a team effort and that just like each component is critical to the performance of our cars each person working at Polestar is as important to the team and its performance. We work in close collaboration across empowered global teams that don’t settle for anything less than excellence.

At Polestar, the sky is the limit.

Is this you? If you are interested in joining the Polestar family, don't wait with submitting your application. We apply a continuous selection process and the job post will be open until the position is filled.

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