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Customer Support Manager
Full-time
About Eleport
Eleport is the leading EV charging network operator in the CEE region, making electric driving effortless from the Baltic to the Adriatic Sea. We operate at the intersection of energy, mobility, real estate, and technology.
Role Mission
Design, build, and scale a modern Customer Support function that operates with clear OKRs, measurable performance standards, strong partner governance, and AI-powered efficiency. You will own the full support ecosystem: internal processes, outsourced partners, reporting, quality standards, and automation strategy.
Your goal is to turn Customer Support into a competitive advantage. You will report directly to C-level and work closely with leadership on strategic decisions impacting customer experience, scalability, and operational excellence.
Responsibilities
Define the future support model across channels and structure
Build a scalable support structure across multiple countries and languages
Manage and optimize external partners
Introduce AI and intelligent automation strategically
Drive improvements across cross-functional teams
Requirements
5+ years in customer support or operations within SaaS, marketplace, or tech scale-ups
Demonstrated leadership ability to influence stakeholders
Hands-on experience with automation, AI tools, and support technology
Proven track record scaling operations during growth phases
Experience leading outsourced support teams
Strong analytical capabilities with data dashboard proficiency
Ability to define OKRs and drive accountability
Success Metrics
Support operates on defined OKRs with predictable SLA compliance across markets
AI handles routine inquiries reliably; manual work focuses on complex cases
Customer satisfaction improves despite expansion
Support informs strategic product decisions
What We Offer
Ownership in a high-growth e-mobility company
Direct customer experience impact
High autonomy and decision-making authority
Scale-up environment prioritizing execution
