Customer Experience Lead

The Customer Experience Lead is responsible for designing, managing, and continuously improving the end-to-end customer support experience across EVOxCharge’s platforms and services. This role will lead customer support operations, establish service standards, monitor customer experience performance, and work closely with internal teams to ensure timely and effective resolution of customer concerns.

Key Responsibilities

Customer Support & Experience

• Design, implement, and optimize end-to-end customer support journeys, from user onboarding to issue resolution and incident escalation.
• Ensure a consistent, responsive, and high-quality customer experience across all support touchpoints.
• Identify customer pain points and develop solutions to improve overall user satisfaction.

Omni-Channel Support Operations

• Set up, manage, and continuously improve omni-channel support systems, including ticketing platforms, live chat, email, hotline, and automated knowledge bases.
• Ensure customer inquiries and concerns are properly documented, tracked, assigned, and resolved.
• Establish efficient workflows for handling escalations and critical customer issues.

SOPs, SLAs & Service Standards

• Develop and maintain standard operating procedures (SOPs), service response playbooks, and Service Level Agreements (SLAs).
• Establish service standards and escalation procedures to ensure timely resolution of customer concerns.
• Regularly review and improve support processes based on operational performance and customer feedback.

Customer Insights & Continuous Improvement

• Analyze recurring user concerns, inquiries, complaints, and platform feedback.
• Identify operational bottlenecks and recommend improvements to products, services, and customer support processes.
• Work with relevant teams to translate customer insights into actionable improvements.

Performance Monitoring & Reporting

• Track key Customer Experience (CX) metrics such as Customer Satisfaction (CSAT), first-response time, ticket resolution rate, and SLA compliance.
• Prepare regular reports and provide insights and recommendations to Management.
• Monitor trends and identify areas requiring immediate attention or process improvement.

Cross-Functional Coordination

• Coordinate with Network Operations, Engineering, and Field Teams to resolve critical user-facing issues and EV charging station disruptions.
• Facilitate effective communication between customer support and technical teams during incidents and escalations.
• Ensure customers receive timely and accurate updates regarding ongoing concerns.

Knowledge Management & Self-Service

• Develop and maintain FAQs, troubleshooting guides, knowledge bases, and other self-service resources.
• Create easy-to-understand customer guides that empower users to resolve common concerns independently.
• Continuously update support resources based on recurring inquiries and platform changes.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Operations, Information Technology, or a related field.
• Preferably with 3–5 years of experience in Customer Experience, Customer Support, Service Operations, or a related field.
• Experience in managing customer support operations, ticketing systems, or omni-channel support platforms.
• Strong understanding of customer service metrics, SLAs, and support workflows.
• Excellent analytical, problem-solving, and process improvement skills.
• Strong written and verbal communication skills.
• Excellent coordination and stakeholder management skills.
• Highly organized and detail-oriented, with the ability to manage multiple priorities.
• Experience in the technology, mobility, automotive, EV, or SaaS industry is an advantage.
• Proficiency in Microsoft Office or Google Workspace; experience with CRM, ticketing, or customer support platforms is a plus.