职责描述： - Responsible for leading Service Coordinator Center / Customer Support teams supporting EU market as we target to provide premium support to users across voice, email, chat, and back office activities; - lead and train a team of Service Coordinator Center / Customer Support Specialists through clear standards, policies and processes to ensure the incident, issues being managed with high efficiency and quality; - Be the role model for mission, values and integrity and help build a community and value driven organization; - based Ｏn NIO’s service process and operation specifications, supervise the Service Coordinator Center / Customer Support department to provide pre-sale / post-sale consulting services, including but not limited to product information, purchase, order, repair, maintenance & vehicle use, and handle emergency rescue calls from users; - Development clear and efficient guideline and workbook for Service Coordinator Center / Customer Support Specialist to conduct preliminary troubleshooting for the user's vehicle, and arrange the follow-up comprehensive post-sales service for users; - Responsible for the high quality establishment and maintenance of user files, and record the interaction with users in the business system; - Timely review escalated problems that cannot be handled or solved by Service Coordinator Center / Customer Support Specialist, fix ambiguities and complicated problems by a joint efforts with calibration from other teams; - Drive improvements in user satisfaction across channels; - Develop metrics to measure the growth and performance of the team, and provide reports as needed; - Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team. 任职要求： - 6 years of work experience with 3 years of direct people management experience preferred; - Strong experience managing fast scaling and highly user centric customer support teams a ideally in a community or premium lifestyle environment; - Mature product and project management experience; - Experience in building and scaling Customer Success operations, in a fast-paced start-up environment; - The ability to effectively influence and communicate; - Creative problem-solving abilities; - A passion for NIO and ensuring an outstanding user experience; - Strong English and German written and verbal skills.