Perk 1
Perk 2
Perk 3

Customer Support Manager & Onboarding

Salary Competitive Salary and Benefits
Location Cologne
{Mergefield Value}
{Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Role

Join Our Team: Head of Customer Support & Onboarding at Cox Automotive

Are you a dynamic, hands-on leader with a passion for building exceptional customer experiences? Do you thrive in a fast-paced, high-growth environment? Cox Automotive is looking for a strategic, results-driven leader to set up, scale, and manage our Customer Support & Onboarding team across Europe. This is a unique opportunity to shape the future of our customer experience and help deliver world-class service to our customers in 30+ EU markets.

What You’ll Do:

As the Head of Customer Support & Onboarding, you’ll be the driving force behind the development and execution of our customer support and onboarding strategy. You’ll build the team, define the processes, and ensure we deliver exceptional experiences every step of the way.

Strategy & Team Setup:

  • Lead the creation and growth of our customer support and onboarding function across Europe from the ground up.

  • Hire, train, and mentor the initial team, setting a high bar for performance and customer service.

  • Define and execute the vision, strategy, and roadmap for customer support & onboarding, aligning with company objectives.

  • Establish core processes, policies, and best practices to ensure an exceptional customer experience.

  • Collaborate with product and engineering teams to inform the development of customer support tools.

  • Develop a scalable workforce plan to support business growth and customer needs.

Operational Leadership:

  • Scale a high-performing customer support and onboarding team, including remote and 3rd-party teams, ensuring fast response times and resolution rates.

  • Set and track KPIs such as First Response Time (FRT) and Average Resolution Time (ART).

  • Establish service levels across multiple markets and support models, from call centres to self-serve.

  • Foster a customer-first culture and continuously improve service quality through feedback and training.

  • Oversee an escalation management framework for high-priority and complex customer issues.

Customer Onboarding & KYC Compliance:

  • Lead the customer onboarding experience, ensuring a smooth transition from acquisition to active usage.

  • Oversee Know Your Customer (KYC) checks to ensure compliance with legal and regulatory standards.

  • Work closely with compliance and risk teams to refine KYC processes and mitigate fraud risks.

  • Provide ongoing training to the support team on KYC best practices.

  • Analyze onboarding metrics and identify opportunities to enhance customer activation and satisfaction.

Collaboration & Continuous Improvement:

  • Work cross-functionally with Product, Sales, Operations, and Marketing to relay customer insights and drive improvements.

  • Stay ahead of industry trends to continuously innovate our customer support and onboarding strategies.

  • Lead regular training and coaching programs to elevate the skills of the customer support team.

What We’re Looking For:

  • Proven experience in building and leading customer support teams, ideally in a high-growth or startup environment.

  • Experience with customer onboarding and KYC compliance is preferred.

  • Strong leadership abilities with a track record of hiring, training, and scaling high-performing teams.

  • Experience managing remote, multicultural, and multilingual teams.

  • Expertise with customer support platforms (e.g., Zendesk, Freshdesk, Intercom) and a customer-centric mindset.

  • Strong strategic, analytical, and problem-solving skills, with the ability to make data-driven decisions.

  • Ability to manage cross-functional projects and collaborate with multiple departments.

  • Excellent communication skills, both written and verbal, with the ability to synthesize complex data into clear insights.

  • Fluency in English is required; additional languages (German, Dutch, Spanish, French, Italian) are a plus.

Why Join Us?

At Cox Automotive, we’re committed to creating an inclusive, innovative environment where great ideas and outstanding customer experiences thrive. You’ll have the opportunity to build and shape a team, define processes that will make a lasting impact, and contribute to a company that’s revolutionizing the automotive industry.

If you're ready to lead the way in customer support & onboarding and build a world-class team, apply today!

STRICTLY NO AGENCIES PLEASE

We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL.

We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's.

Cox Automotive is the world’s largest automotive service organisation. We
provide dependable solutions that improve performance and profitability
throughout the vehicle lifecycle to manufacturers, fleets, and retailers.
Our businesses are organised around our customers’ core needs across vehicle
solutions, mobility, remarketing, funding, and retail.

Benefit 1

Benefit 2

Benefit 3

Benefit 4

Benefit 5

Benefit 6

Testimonials

Aneliese Platts
Senior Designer

“The people that work here are what sets Cox Automotive apart. We genuinely work as a team, and I feel the same level of support everywhere in the business. Working here is like a family away from home, but most importantly we have fun whilst doing it!”

Ann Fairbanks
Executive PA & Business Support

“I wouldn’t be where I am today without Cox Automotive. The company has real culture of learning, pushing the boundaries and making YOU better. It’s all built on strong values that are more than just words, they’re acted on every single day.”

Gemma Hepple
National Operations Manager

“In my nine years here, Cox Automotive has allowed me to learn, grow and hone my skills. There’s a real commitment to inclusion and diversity and today I am proud to be in what was historically perceived to be a ‘man’s’ role.”

Alternatively, please sign in with...

Published

Not Published

Closing

in X days

{Expiry}