Careers

Customer Experience and Service

Process Development Lead - Global Customer Care

Gothenburg, Sweden

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Process Development Lead - Global Customer Care

 

In Global Customer Care, we want to be a reliable and proactive point of contact to customers throughout their journey with Polestar.

We are now looking for a structured, solution-oriented and hands-on Process Development Lead to join our Global Customer Care team at Polestar headquarters in Gothenburg.

  

Let us describe the challenge we offer

Our Global Customer Care team work directly with customers and with third parties representing Polestar, to ensure that customers can get the help and information they need through the channel that best suits them.

In this role, you will be reporting to the Strategy & Service Development Manager. This position is located at our HQ, in Gothenburg, Sweden. We understand that work-life balance isn’t easy, and of course, welcome our employees to work flexible hours and from home a couple of days per week if needed. We believe in empowerment.

What you'll do

As a Process Development Lead, you will be responsible for securing efficient operations and a premium customer experience in all support channels by managing, designing, monitoring, documenting and implementing Customer Care processes in new and existing markets. You will also proactively identify and drive improvements of processes to facilitate automation and enhance operations and customer experience.

Other tasks you will be accountable for:

  • Ensure process alignment with local market requirements and secure compliance with global standards and guidelines
  • Plan and deliver training and practice in new processes and systems
  • Secure system requirements (e.g. CRM, telephony) together with IT development and Customer Care teams
  • Deliver Customer Care process maps, activity instructions, training material, Quality Control processes and Quality Framework

 

Who you are

We are looking for someone with a customer centric mindset who enjoys building relationships with internal as well as external stakeholders. You have a pedagogical approach to customers, stakeholders and colleagues in which you are utilizing your exceptional communication skills. To see solutions to every challenge is an everyday practice for you, and you solve these in an analytical, structured and successful way.

To be a great fit for this position we believe you have:

  • A bachelor’s degree in a relevant field
  • Experience from designing and managing processes
  • Experience working with project management
  • Experience from working in customer-centric field, e.g. customer care or marketing 
  • Experience from automotive industry and CRM system are meritorious

At Polestar, you will be part of a cross-functional and international team, with English as a natural language for written and spoken communication. Since Polestar is in a scale up phase you thrive by working in a fast-paced environment.

  

People at Polestar

We know that a change is needed. We also know that each one of us can help bring about that change. Our commitment to becoming climate-neutral by 2040 is just as important to us as being inclusive, diverse, and innovative. Together, we are creating, collaborating and experimenting to usher in a new era of sustainable mobility.

We are an electric performance brand, determined to improve the society we live in.

 

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.

Are you ready for the journey? Which is electric by the way...

Strategy & Business Development

We are looking for a strategic thinking, hands-on Business Developer. In this position, you will be a part of the team driving Polestars’ strategy & business development towards our goals and vision.

Date
Category
Strategy & Business Development
Location
Gothenburg, Sweden

Strategy & Business Development

We are looking for a strategic thinking, hands-on Business Developer. In this position, you will be a part of the team driving Polestars’ strategy & business development towards our goals and vision.

Strategy & Business Development
Gothenburg, Sweden
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