Customer Services Manager

Free2Move eSolutions is a joint venture between Stellantis ( and NHOA ( ready to become an international leader in the design, manufacture and supply of e-mobility products and services.

MISSION

To lead and optimize the customer service function by delivering exceptional support experiences, fostering a customer-first culture, and driving continuous improvement in service quality, efficiency, and satisfaction. Ensuring that every customer interaction strengthens brand loyalty and contributes to business growth.

MAIN RESPONSIBILITIES

• supervise day-to-day operations in the customer service department
• Develop and implement customer service policies, standards and procedures
• Cooperate with charging specialist team in coordination with local country managers
• monitor and analyze key performance indicators (KPIs) to ensure targets are met, customer satisfaction and identify areas for improvement.
• Prepare regular reports on customer service performance and trends.
• address and resolve escalated customer issues in a timely and effective manner
• Set customer satisfaction goals and coordinate with the team to meet them on a steady basis
• Analyze customer feedback to identify areas for improvement and implement initiatives to enhance the overall customer experience
• maintain accurate records and document all customer service activities and discussions
• assess service statistics and prepare detailed reports on your findings
• Provide on-going training and support to the team to improve skills and motivation
• collaborate with other departments to resolve cross-functional issues impacting customer service

REQUIREMENTS & SKILLS

• Bachelor’s degree required, preferably in business or marketing. MBA highly preferred.
• Proven experience in a similar customer service management role
• Minimum of 2 years of experience in customer service areas (preferred as customer service manager)
• Excellent communication, leadership and problem solving skills
• Familiarity with CRM tools and digital customer service channels (email, chat, social media…)
• Customer-focused mindset with the ability to work well under pressure

LANGUAGES:

• English: fluent
• French: nice to have

WORK LOCATION

• Turin or Milan
• Hybrid