Roadside Assistance Team Lead

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 lead a team of roadside assistance agents 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 driving 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.

**Let us describe the challenge we offer**

The Roadside Assistance Team Lead is a key role within our Customer Experience Center and will be responsible for managing customer relationships in potentially urgent and high stress situations. You will be responsible for resolving and escalating roadside assistance cases in a prompt and timely manner. This individual will also support our Customer Experience team where necessary.

We are hiring enthusiastic individuals for a number of shifts based in our office located in Laval, Quebec which operates 24/7/365. Schedule flexibility and ability to work overnight and/or weekends is required.

**What you’ll do**
- Manage day-to-day scheduling, performance management, coaching and development of the Roadside Assistance team
- Receive and respond to customer communications, cases, or chats through to resolution
- Gather all important information from customers to provide excellent roadside experience in a professional and timely manner
- Work proactively to make determinations on appropriate services such as coordination of towing, emergency services dispatch, alternate transportation, and service booking where necessary
- Deliver high levels of customer experience to our customers in a calm and professional manner, ensuring customer safety is our top priority
- Review data to monitor call center performance and implement solutions to ensure service levels are maintained
- Monitor productivity and performance of advisors, provide feedback and instructions, and intervene and escalate as necessary
- Build and maintain relationships with a premium automotive customer throughout their experience
- Research and meticulously document customer cases, desired resolution, and any other needs or considerations

**Who you **are
- 3+ years of leadership experience in a customer facing or similar position
- High school diploma or equivalent work experience required (college degree preferred)
- Bilingual in Spanish or French is highly desirable
- Flexible schedule and availability for assisting team 24/7
- Willingness to work in a call center office environment (highly structured, closely measured) that is open 24/7, 365 days a year
- Excellent verbal and written communication skills, with the ability to handle high call volumes or unexpected situations calmly and effectively
- Comfortable communicating with teams within the organization in a prompt and professional manner and providing front-line perspectives on key issues
- 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