CS Operations Lead: Copenhagen, Denmark

CS Operations Lead
Connected Cars
Connected Cars is working on an ambitious project to connect millions of car owners with their vehicles by hooking into the on-board diagnostics available in every modern car, and we are looking for enthusiastic and motivated people to join us on that journey.

Our mission is to enable safer, more sustainable, and more convenient mobility to the world through responsible and transparent data collection and sharing. Our team consists of around 70 people from different backgrounds, brought together by a shared belief in team effort, fun at work, and delivering quality.

The Role
We are currently hiring for the position of CS Operations Lead. As the CS Operations Lead, you will play a crucial role in supporting and optimizing our Customer Success team’s day to day operations to support Connected Cars strategic goals. The productivity, efficiency and impact of the CSM team will be your focus.

Your responsibilities will include understanding and developing upon the day-to-day activities of the team, ensuring efficient processes both within the team and toward other internal teams - as well as joining the CSMs themselves in implementing effective processes to drive customer satisfaction and retention.

Furthermore regarding data and KPI´s you will be central in owning and delivering on team KPI reporting as well as Customer Satisfaction Metrics - via our tool CustomerGauge - and relevant Customer Usage and Growth metrics, that the CS team use.

As an individual you find it natural to foster a culture of continuous improvement, innovation, and accountability within the team you´re part of.
In the above you will report to and work closely with our VP Customer Success - as well as engage with a wide stakeholder map internally.

Key Responsibilities:

• Drive process implementation and optimisation within CS teams and toward other internal teams
• Work independently and with our inhouse Data Science team to own KPI and insights reporting on customer performance and satisfaction. Analyze customer data and feedback to identify areas for improvement.
• Support sub teams within the Customer Success department with operationalising targeted playbooks for each area
• Project Manage setup and implementation of new technology in the CS team and work with inhouse tech teams to integrate the CS tech stack to create a faster more responsive CS team
• Collaborate with cross-functional teams to streamline processes and enhance the customer experience

Qualifications:

• Previous experience in a Customer Success Manager or CS Ops role
• Strong understanding of customer success principles and best practices
• Excellent communication and interpersonal skills
• Proven ability to manage and prioritize multiple projects and stakeholders
• Analytical mindset with the ability to leverage data to drive insights and decision-making
• Experience working with CRM systems and customer success tools is a plus
• As English is a key working language for us you must be business proficient in written and spoken English. Written and spoken Danish at a business proficient level or higher is a big plus.

If you are a motivated and results-oriented individual with a passion for driving customer success, we would love to hear from you.

Why Connected Cars?

• The opportunity to be part of an industry-leading company with a global reach.
• A collaborative and innovative work environment that encourages growth and creativity.
• Competitive salary and a attractive pension scheme
• Extensive employee discounts schemes on cars, repairs, etc. for yourself and your family
• Friday bars, monthly social events, affordable lunch scheme and unlimited snacks in the kitchen.

How to apply
To apply, please apply directly through LinkedIN / send an email to [email protected],

We look forward to hearing from you.

Connected Cars is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.