Customer Onboarding Specialist

Are you a proactive problem-solver with a passion for helping people and a knack for working with data? Do you thrive in a fast-paced environment where every day brings a new challenge? Join our mission to accelerate the electric vehicle revolution and help shape the customer journey from the very first interaction.

We're a dynamic, startup-like environment where you'll work with a diverse team of professionals (20+ nationalities) to make a real impact on our mission. If you're excited by the idea of guiding clients through a smooth and engaging onboarding journey, while also being their first point of contact for support, we’d love to hear from you.

Your Challenge

As a Customer Onboarding Agent, you’ll be at the forefront of our customer relationships. A significant part of your day will be dedicated to getting new customers successfully up and running. Furthermore, you will manage incoming support requests, ensuring our clients feel heard and supported. This role is perfect for a highly organized individual who can balance reactive support work with proactive onboarding tasks, all while applying their technical and data skills.

You'll collaborate with multiple teams, mostly our Data Quality, Commercial, and Software Development teams, to resolve complex issues and ensure a seamless experience for every client. Your responsiveness, expertise, and attention to detail will directly impact customer satisfaction and drive our reputation in the market.

Key Responsibilities

• Customer Onboarding: Lead the end-to-end onboarding process for new clients. This includes system configurations, setting up APIs, and providing comprehensive training to ensure they can use our products successfully from day one. You will have regular calls with customers for onboarding, and you will have a good radar for priorities and sensitivities.
• Daily Client Support: You'll be the go-to expert for clients’ inquiries, handling requests and resolving issues through a ticketing system, email, and chat. You'll triage incoming tickets, provide prompt and clear responses, and ensure a seamless experience.
• Complex Issue Resolution: Act as a key liaison between the customer and our internal teams. For more complex matters, you'll work with our developers and data teams to find and implement the best solutions.
• Product Expertise: Develop and maintain a deep understanding of the Eco-Movement platform, data structures, and APIs to provide informed support and effective training.

What We're Looking For

• Proactive Problem-Solver: You are flexible and solution-focused. You enjoy tackling problems head-on, are quick to adapt, and have a can-do attitude. You can manage multiple priorities and switch between tasks with ease.
• Project Management and Planning: You can plan your work and manage the execution well, setting and meeting deadlines. You work well with other teams in our company and with our customers, ensuring that project plans are met. Being organised and staying organised is part of your DNA. Familiarity with JIRA is a plus.
• Technical Curiosity: You are comfortable working with data and are eager to learn. Some experience with SQL would be a plus.
• Clear Communicator: You are a natural at structuring written messages to be clear, concise, and helpful. You can translate technical information into easy-to-understand language, leaving clients feeling informed and confident.
• Customer-First Approach: You build trust by setting and meeting clear expectations. You are dedicated to providing an excellent customer experience at every touchpoint.
• Quick Learner: You quickly apply new knowledge and grow from your mistakes.

What You Get

• Competitive salary
• Fun international team and frequent events
• Dynamic scale-up vibe and lots of opportunities to make an impact
• Our own office is next to Utrecht Central Station. We have a hybrid way of working with 3 days from the office and 2 days from home; Monday and Thursday are our standard office days with free healthy lunch
• 25 vacation days
• Membership of MyWheels EV car sharing service
• Learning & Development opportunities
• Reimbursement of travel costs or a mobility budget to compensate for driving an EV
• Laptop and noise-cancelling headphones from Eco-Movement
• A role with a lot of freedom, challenge, and opportunity – no dull moments, guaranteed!

Please note: No remote working applications or VISA sponsoring needs will be considered for this vacancy.

Why work with us?

We are Europe's leading platform for EV charge point data, delivering the most complete, reliable and enriched data to leading navigation companies, car manufacturers, and Mobility Service Providers. With our data, we want to help our partners to create the ultimate electric driving experience, and thereby accelerate the electric revolution. With an enthusiastic team of 50 and a "get things done" mentality, we consider ourselves pioneers and are happy to share that passion with you!