Your mission We are seeking a forward-thinking Customer Service Manager to manage our online support operations. This role focuses on innovation enhancing customer experience through AI-driven tools, automation solutions, and continuous quality improvement for a future-proof and highly efficient customer support approach. The ideal candidate will be passionate about leveraging technology to deliver efficient, scalable, and high-quality customer service across online channels. Key Responsibilities <ul><li>Oversee and optimize online customer support channels (chat, email, social media, self-service portals)</li><li>Implement, manage and optimize AI-powered support tools (e.g., chatbots, virtual assistants, voice of the customer and sentiment analysis)</li><li>Drive automation initiatives to streamline workflows and reduce response times</li><li>Monitor and improve service quality metrics (CSAT, NPS, resolution time, first contact resolution)</li><li>Collaborate with IT and product teams to integrate support solutions with CRM and backend systems</li><li>Collaborate with Product Management to integrate support solutions with frontends (e.g., App, Website, etc.)</li><li>Analyse customer feedback and support data to identify trends and improvement opportunities</li><li>Analyse general market trends and competitors’ approach to make customer service scalable</li><li>Train customer service team in working with new AI-features and reports</li><li>Ensure compliance with data privacy and AI ethics standards</li><li>Prepare performance reports and present insights to senior leadership</li></ul> Your profile Required Skills &amp; Qualifications <ul><li>Proven experience in customer service management in digital or tech-driven environments</li><li>Strong understanding of AI tools and automation platforms</li><li>Familiarity with CRM systems and customer analytics dashboards</li><li>Excellent communication, coaching, and problem-solving skills</li><li>Ability to manage cross-functional projects and drive change</li><li>Bachelor’s degree in Business, IT, Communications, or related field (Master’s preferred)</li></ul>Preferred Extras <ul><li>Certifications in AI, automation, or customer experience</li><li>Experience with multilingual support and global service operations</li><li>Knowledge of machine learning, NLP, or predictive analytics in customer service</li></ul> Our Mission There should be no borders when it comes to electric travel. That’s why we are building, operating, and constantly growing our network of high-power charging stations along highways in 24 European countries. All charging stations are open to electric vehicles of any brand. With several charging points at each location. With ultra-fast charging stations that recharge your vehicle’s batteries for the next stretch of your journey in the shortest time possible.  And as we provide 100% renewable energy everywhere in our network, charging at IONITY means carbon-neutral driving.

IONITY makes long-distance travel with electric vehicles an enjoyable experience.


Customer Service Innovation Manager – Automation & AI Solutions

About the Job

About the Company

IONITY

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