Overview
Customer Support Manager Jobs in Eindhoven, North Brabant, Netherlands at Peblar
Title: Customer Support Manager
Company: Peblar
Location: Eindhoven, North Brabant, Netherlands
At Peblar, we design and deliver smart, reliable EV charging solutions. As our Customer Support Manager, you play a key role in making sure our customers experience that reliability every single day. You lead our customer support team, ensure technical questions are handled quickly and correctly, and continuously improve how we support our products in the field.
Apply directly
About The Role
Your mission is to deliver exceptional customer service and technical support for Peblar chargers. You lead the customer support specialists and make sure customers receive fast, accurate and structured support throughout the entire lifecycle of our products. By doing so, you directly contribute to customer satisfaction, retention and the long-term success of Peblar. As Customer Support Manager, you combine people management, process ownership and hands-on technical involvement. Your responsibilities are:
- Lead and manage the day-to-day operations of the customer support department
- Optimize the use of support tools and systems (such as e.g. Zendesk
- Ensure Service Level Agreements (SLAs) are clearly defined, implemented and consistently met
- Keep the support team up to date on new products, procedures and technical developments
- Analyze support data (ticket and RMA) and KPIs, and translate insights into concrete improvements
- Act as an internal stakeholder for LCM, Product Management, R&D, Sales and Marketing and actively contribute to projects and new product introductions
- Create and maintain internal (technical) documentation and external knowledge base articles together with service and product teams
- Support onboarding of new customers, including customer training where needed
