Platform Manager – Customer Service, Fixed-term Contract

Job not on LinkedIn

🔥 20 minutes ago

🇪🇺 Europe – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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IONITY

WebsiteLinkedInAll Job Openings

51 - 200 employees

📦 Logistics

✈️ Travel

🏭 Manufacturing

💰 Venture Round on 2021-11

Logistics • Travel • Manufacturing

IONITY is Europe's high-power charging network for electric vehicles, dedicated to making long-distance travel with electric vehicles the new normal. The company builds and operates a High Power Charging network along Europe's highways, delivering charging capacities of up to 350 kW. This enables drivers of current and future generations of electric vehicles, using the leading European charging standard CCS (Combined Charging System), to experience maximum charging speeds during their journeys. Each IONITY charging station typically consists of four charging points, and the company is committed to sustainability by providing 100% renewable energy at all charging stations. IONITY is a joint venture among major car manufacturers including BMW Group, Ford Motor Company, Hyundai Motor Group, Mercedes Benz AG, Volkswagen Group, with support from BlackRocks Climate Infrastructure Platform for financing. The company is headquartered in Munich with offices in Dortmund, Germany and Oslo, Norway.

📋 Description

• Take ownership of the Customer Service platform and its continuous development • Partner with Customer Support and service teams to understand processes, pain points, and requirements • Translate business requirements into solution concepts and implement them within Jira Service Management • Manage and prioritize the platform backlog with business stakeholders • Design and improve end-to-end Customer Service processes, including request and case management, routing, queues, escalations, and resolution workflows • Configure and enhance Jira Service Management and Confluence, including workflows, request types, forms, queues, SLAs, automation, permissions, and notifications • Advise stakeholders on Service Management best practices and platform capabilities • Support testing, documentation, rollout, and adoption of new Customer Service capabilities • Contribute to the platform roadmap and evaluate technology landscape evolution

🎯 Requirements

• At least 3 years of experience in Customer Service, Service Management, or business application/platform management • Strong hands-on experience with Jira Service Management, including design and configuration of service projects • Good knowledge of Jira concepts, including workflows, issue types, permissions, automation, and reporting • Ability to take end-to-end ownership of a platform while balancing business requirements, user experience, technical feasibility, and maintainability • Ability to translate business requirements into technical concepts and implementable solutions • Experience managing and prioritizing requirements from multiple stakeholders • Experience with knowledge management, self-service, service portals, automation, and service reporting is an advantage • Experience with APIs, integrations, or adjacent enterprise applications is a plus • Strong communication skills and confidence working at the intersection of business and technology • Analytical and structured working style with a pragmatic, customer-focused, and solution-oriented mindset

🏖️ Benefits

• 12 months duration fixed-term contract for maternity leave replacement