Customer Operations Team Leader (Electric Vehicles)

TL;DR

Customer Operations Team Leader (Electric Vehicles): Leading a customer operations team supporting electric car leasing, with an accent on service quality, operational performance, and team development. Focus on managing customer journeys, resolving escalations, improving processes, and coordinating with internal and external stakeholders.

Location: Hybrid, with a minimum of 2 days per week in the London or Brighton office, United Kingdom.

Company

hirify.global is a product company delivering electric vehicle leasing and renewable energy solutions.

What you will do

• Manage up to 10 customer operations specialists and oversee the end-to-end customer journey.
• Lead daily operations, including reporting, third-party relationships, and industry compliance.
• Drive performance against customer service targets such as CSAT, SLAs, and Trustpilot results.
• Coach team members, support recruitment and onboarding, and develop individual growth plans.
• Identify process improvements and coordinate action plans with stakeholders.
• Own the resolution of customer escalations and complaints.

Requirements

• Proven ability to lead and motivate teams effectively.
• Strong interpersonal and communication skills with a focus on customer experience.
• Supportive, resilient, adaptable, and proactive approach in a fast-paced environment.
• Ability to take ownership, act decisively, and solve problems independently.

Nice to have

• Knowledge of electric vehicles or the automotive industry.

Culture & Benefits

• Autonomous environment where people learn, decide, and build quickly.
• Opportunities to work on innovative projects with colleagues across the organisation.
• Dog-friendly offices with measures in place for colleagues with allergies.
• Accessible and accommodating interview process.
• Inclusive equal-opportunity workplace with a focus on fairness and diverse perspectives.

Hiring process

• Recruiter call, followed by interview and assessment stages.
• AI may be used to assess applications, while interviews focus on personal perspectives and real-world examples.