Description
We are currently looking for an Aftersales Lead, also known as Customer Service Lead, to join Polestar's Customer Service Operations team in Oslo, Norway.
As a key member of the team, you will serve as a primary point of contact for workshops and external partners, ensuring smooth communication and collaboration, coordinating service operations, addressing queries, and providing support to maintain a high service standard.
Your role will involve managing service processes, ensuring timely resolution of issues, and aligning workshop and partner activities with Polestar's operational goals. This position is crucial in building strong relationships with partners and contributing to efficient delivery of high-quality services and customer satisfaction.
The role is based at Polestar Norway HQ in Fornebu, Oslo, and requires frequent business travel to service and retail partners.
Responsibilities:
- Drive aftersales performance, service quality, and sustainable growth across Polestar's service network.
- Support service partners in solving operational and technical challenges while maximizing customer retention and revenue.
- Analyze key aftersales KPIs and translate insights into actions that improve profitability and service performance.
- Lead continuous improvement initiatives that optimize operations and enhance customer experience.
- Deliver strategic service market projects and build strong partner relationships to grow revenue, loyalty, and network performance.
Requirements:
- Solid experience within automotive aftersales, service network operations, or customer service management.
- Relevant degree in Business, Finance, Engineering, or equivalent professional experience.
- Experience from the Polestar Service Network is considered a strong advantage.
- Demonstrated ability to lead cross-functional projects and drive business and service improvements.
- Strong data analysis capabilities with a track record of turning customer and operational insights into measurable results.
Ideal Candidate: To succeed in this role, you should possess curiosity, flexibility, tenacity, and the ability to take initiative, build long-term relationships, and identify improvements and growth opportunities in a dynamic environment. A strong analytical sense and strategic mindset are also preferred.