Customer Service Manager

About the role

Fastned is expanding its European network of renewable‑powered fast‑charging stations and needs a strong leader to drive its customer service operation. As Customer Service Manager you will be responsible for the performance, quality and continuous improvement of a team of ten internal agents and a BPO partner.

Key responsibilities

• Lead, coach and develop a team of 10 customer service agents and manage the external BPO partner.
• Monitor service level agreements, CSAT, response times and resolution rates, and implement improvement initiatives.
• Collaborate with Service Operations, Network Operations and other internal stakeholders to share insights and optimise processes.
• Report directly to the Head of Service Operations on performance, quality and strategic recommendations.

Required profile

• 5+ years of experience in customer operations, service management or related fields.
• Proven track record of managing, coaching and developing teams.
• Experience working with a BPO or external service provider.
• Comfortable using performance and quality metrics such as CSAT, response times, resolution rates and service levels.
• Fluent in English; Dutch or another European language is a plus.

Required skills

• Process optimisation and automation.
• Continuous‑improvement methodologies.
• Data‑driven performance analysis.

What we offer

• €3,000 annual training and development budget per employee.
• Daily vegetarian lunches, snacks and drinks at the office.
• Access to shared electric pool cars for work‑related travel.
• 29 holidays plus 2 Mission Days for volunteering or personal causes.
• Fully covered pension plan and stock‑option plan.
• Mental‑wellbeing platform with coaching, group sessions and digital tools.
• Sponsored flexible gym membership across the Netherlands.
• Generous parental‑leave policies and personalised coaching support.