Head of Support - #2634833

About the Company

Jolt Energy is a fast-growing company that has built up a high-power charging (HPC) network of more than 220 charge points in metropolitan areas in Germany, Sweden and the Netherlands. Our vision is to enable the transition to electric mobility in and around cities all across Europe. Therfore, we provide high-power charging reliably and for everyone exactly where it is needed - in the middle of everyday urban life.

About the Role

As the Head of Support (m/w/d), you lead JOLT’s entire support organisation across all three service tiers – Customer Service, Remote Operations, and Field Service. Your primary objective is to unite the team, optimise cross-level collaboration, and maximise platform availability for our end users. You hold disciplinary and functional responsibility for 7 internal employees and actively steer external service providers across Germany, the Netherlands, and Sweden.

Core Responsibilities

• Strategy & Target Picture: Define the strategic direction for JOLT’s support organisation. Develop a clear target picture for all three support levels and own the roadmap to get there – including continuous improvement initiatives across people, processes, and tooling.
• Team Leadership & Development: Lead, develop, and align the full support team across all three levels. Define structures, escalation paths, and operating procedures that drive departmental performance and a unified support culture.
• First-Level Support – Customer Service: Steer JOLT’s outsourced customer service partner, which serves as the primary contact for end users (drivers). Define and enforce SLAs, monitor performance, and manage the operational vendor relationship.
• Second-Level Support – Remote Operations: Oversee the Remote Operations team in identifying, analysing, and resolving faults remotely. Manage escalations to hardware manufacturers when remote resolution is not possible.
• Third-Level Support – Field Service: Lead Field Service operations – both internal staff and external field partners – for all on-site interventions. Ensure seamless handover from remote to field and manage quality and cost efficiency across all markets.
• Performance & Reporting: Own the department’s core KPI – maximum platform availability. Establish and maintain a reporting framework covering response times, resolution rates, and customer satisfaction; report regularly to senior leadership.

Profile Snapshot

• Leadership: Proven experience managing multi-tier support or operations teams in a technical environment, ideally with direct and indirect reports.
• Vendor Management: Track record of steering external service providers against defined SLAs and quality targets.
• Technical Affinity: Comfortable operating in a hardware- and software-driven product environment; EV infrastructure, IoT, or energy sector background is a strong plus.
• Analytical Mindset: Data-driven approach to performance management; able to translate operational metrics into clear actions.
• Languages: German and English required; Dutch is a benefit.

Our Offer

Be part of a young, innovative company backed by institutional private equity. Receive an attractive compensation and other benefits. Work with a diverse team of industry experts in a dynamic, growth-oriented environment. Lead a high-impact role with the autonomy to shape and grow a key infrastructure provider. Contribute to the future of sustainable energy and electric mobility. If you have any further questions, feel free to contact us.

We look forward to receiving your application!