Customer Engagement Team Lead
About this role
<p><span><strong>The opportunity</strong></span></p><p><span>We are currently looking for a Customer Engagement Team Lead. Someone who will guide and support our Customer Engagement team in delivering a seamless experience for every Polestar customer. Someone who thrives in an operational environment, enjoys coaching others, and understands how data, routines and customer insights come together to create meaningful improvements. And someone who is motivated by shaping how customers experience electric performance every day.</span></p><p><span>You will join the Customer Engagement team in Norway, working side by side with the advisors handling incoming inquiries by phone, chat and e-mail. You will have a key role in ensuring operational excellence, developing people, and continually improving how we work.</span></p><p><span>This position is located at our Oslo office. Some flexibility regarding remote work is possible, but since this role is operational and people‑focused, regular presence onsite is important. We believe in a hybrid way of working where collaboration and focus time go hand in hand.</span></p><p><span><br><strong>The responsibilities</strong></span></p><p><span>In this role, you will be expected to lead day to day operations for the Customer Engagement team. Working as part of the PSNO organisation, you will play a central role in achieving service levels, driving quality, and supporting your team in delivering a consistent and positive customer experience. See below for a summary of the main tasks you will be responsible for:</span></p><ul><li><p>Handle first line inquiries received through emails, chats and inbound calls</p></li><li><p><span>Lead and support a team of advisors to achieve engagement and reach performance targets</span></p></li><li><p><span>Drive operational excellence through routines, best practices and quality assurance</span></p></li><li><p><span>Monitor and analyse team performance based on CSAT, feedback, service levels and case resolution</span></p></li><li><p><span>Provide coaching, feedback and development to advisors</span></p></li><li><p><span>Support the team in handling complex or escalated cases and contribute operationally with your own case handling</span></p></li></ul><p><span><strong>The ideal candidate</strong></span></p><p><span>To succeed in this role, and at Polestar in general, you need a mix of initiative, structure and curiosity. You are confident in leading people, comfortable making decisions in a fast paced environment, and enjoy solving challenges with both data and common sense. You understand the importance of clear routines and communication, and you can adjust your approach depending on the audience or situation. You have a strong focus on customer experience and enjoy developing others to reach their potential.</span></p><p><span>In addition, you will need the following qualifications:</span></p><ul><li><p><span>Experience leading or coaching a customer facing team, preferably with personnel responsibility and ideally within customer service or operations</span></p></li></ul><p><span>This is important as the role requires day to day leadership, performance follow up and continuous development of the team.</span></p><ul><li><p><span>Experience working with KPIs, data and performance management</span></p></li></ul><p><span>You will use these insights to guide improvements and ensure consistent quality.</span></p><ul><li><p><span>Strong communication and interpersonal skills</span></p></li></ul><p><span>This helps you build trust, guide your team, and collaborate effectively across functions.</span></p><ul><li><p><span>Solid organisational and problem solving abilities</span></p></li></ul><p><span>These will support you in managing workflows, prioritising and driving operational improvements.</span></p><ul><li><p><span>Preferably several years of experience handling customer cases and working operationally in a fast paced environment</span></p></li></ul><p><span>Since the role includes both leadership and frontline contribution, hands on experience is essential.</span></p><ul><li><p><span>Business profic