At Polestar, we don't just drive innovation in our cars – our entire business model is different from our competitors. We’re looking for a creative, innovative, experienced, and hands-on professional to be a be a coach and brand advocate for a team of advisors in our growing Customer Experience call center.

About Polestar

Polestar is an electric performance car brand, determined to improve the society we live in by catalyzing the change to sustainable mobility. We are a global team of highly talented individuals who share a passion to change the world. We challenge conventions and we challenge ourselves for the purpose of innovation. We believe innovation is a team effort and that just like each component is critical to the performance of our cars, each person working at Polestar is as important to the team and its performance. We work in close collaboration across empowered global teams that don’t settle for anything less than excellence.

Is this you? If you are interested in joining the Polestar family, don't wait to submit your application. We apply a continuous selection process and the job post will be open until the position is filled.

This position is based in our Mahwah, New Jersey headquarters and will be responsible for the evening shift.

Let us describe the challenge we offer

The Customer Experience Team Lead will be an integral part of the Customer Experience Center at Polestar and provide guidance, direction, and leadership to foster team growth and performance. You will supervise, develop, and motivate a team of advisors to create a world class customer experience as the first touch points in the company. In this role you will be the first voice of the company, and field a variety of incoming calls, emails, and chats for customer questions on product, order placement, service needs, and more. Customer Experience Team Lead will report directly to the Customer Experience Center Manager and be accountable for delivering their teams' productivity and performance targets.

What you’ll do

• Serve as the primary point of contact for all CX-related inquiries within the West Region US and Canada providing timely and empathetic support to customers.
• Ensure the team consistently provides excellent customer experience while building and maintaining friendly and professional relationships with customers throughout their experience
• Develop and maintain documentation of common customer issues and resolutions to create a knowledge base for litigation prevention efforts
• Supervise a team of advisors and create a high quality, motivating work environment by consistently meeting and exceeding team goals
• Collaborate with the sales team to enhance the customer journey from inquiry to sale, and identify opportunities to improve lead conversion
• Manage day-to-day scheduling, performance management, coaching and development of the Customer Experience Center team
• Review call center data and provide input on processes to ensure advisors have access to the latest and greatest knowledge articles, best practices, and systems
• Monitor productivity and performance of advisors, provide feedback and instructions, and intervene and escalate as necessary
• Work closely with Customer Experience Center Manager to participate in discussions around performance standards
• Take ownership of escalated customer inquiries from advisors while improving overall customer support processes
• Perform Customer Experience Advisor activities when required (less than 50%) including receiving and responding to customer communications, cases, or chats through to resolution

Who you are

• High school diploma or equivalent work experience required (college degree preferred)
• Minimum 5 years of experience in a similar role (Call center, automotive industry and/or luxury products experience a plus)
• Proven track record in handling escalated cases, with experience in litigation prevention or customer advocacy preferred.
• Bilingual in Spanish or French is highly desirable
• You have excellent verbal and written communication skills
• You have a passion for customer experience and are excellent at building relationships with customers
• You are an agile learner and comfortable with technology, learning new tools, and able to work with a variety of content areas/teams
• Proven project management skills, stakeholder management, time management, and prioritization when managing multiple projects.
• Tech savvy with knowledge of PC and telephony systems

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