Application Guide

How to Apply for Customer Service Process Automation & AI Specialist (f/m/x)

at IONITY

🏢 About IONITY

IONITY is revolutionizing long-distance electric vehicle travel by building Europe's leading high-power charging network, making sustainable journeys enjoyable and accessible. As a joint venture of major automotive manufacturers, they combine industry expertise with a mission-driven approach to accelerate the EV transition. Working here means directly contributing to reducing transportation emissions while solving real-world infrastructure challenges.

About This Role

This role focuses on transforming IONITY's customer service through AI and automation, specifically developing chatbots, virtual agents, and AI-assisted tools for both B2C and B2B interactions. You'll identify process bottlenecks in EV charging support and implement solutions that improve efficiency while maintaining quality across remote customer service teams. Your work directly impacts driver satisfaction during critical charging experiences and supports IONITY's scaling operations across Europe.

💡 A Day in the Life

You might start by analyzing chatbot performance data from overnight European charging sessions, then collaborate with customer service leads to identify a recurring payment issue to automate. After a standup with technical teams about implementing response suggestions for agents, you'd design a workflow for handling fleet management inquiries before testing a new virtual agent module for station troubleshooting.

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Interview Prep

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🎯 Who IONITY Is Looking For

  • Has 2+ years hands-on experience implementing AI customer service tools (like chatbots or virtual agents) in a technical or operational capacity
  • Can demonstrate specific examples of automating customer service processes that improved KPIs like resolution time or customer satisfaction
  • Understands both B2C and B2B customer service workflows, ideally in mobility, energy, or technology sectors
  • Combines technical implementation skills with strong collaboration abilities to work with customer service teams and technical developers

📝 Tips for Applying to IONITY

1

Quantify your automation experience: Instead of 'worked with chatbots,' specify 'implemented a chatbot that handled 40% of tier-1 inquiries, reducing average response time by 65%.'

2

Reference IONITY's specific challenges: Mention how you'd approach automating support for EV charging issues like payment failures, station availability, or technical troubleshooting.

3

Highlight JIRA experience prominently if you have it, as it's specifically mentioned as a plus in their requirements.

4

Show understanding of their dual customer base: Prepare examples of both consumer-facing (drivers) and business-facing (corporate/fleet) customer service automation.

5

Connect your experience to sustainability: Frame your process improvement skills as contributing to IONITY's mission of making EV travel sustainable and enjoyable.

✉️ What to Emphasize in Your Cover Letter

['Your hands-on experience with specific AI customer service tools and measurable outcomes from automation projects', "How you've previously improved customer service KPIs through process automation or AI implementation", "Your understanding of IONITY's unique position in the EV charging ecosystem and how automation supports their growth", 'Examples of collaborating between technical and customer-facing teams to implement solutions']

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → IONITY's charging network map and expansion plans to understand their operational scale and geographic challenges
  • → Common EV driver pain points and customer service issues specific to public charging networks
  • → IONITY's partnership structure (BMW, Ford, Hyundai, etc.) and how this influences B2B customer service needs
  • → Recent news about IONITY's technology initiatives or customer experience improvements

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Walk me through a customer service process you automated end-to-end, including how you identified the opportunity and measured success
2 How would you design an AI solution for IONITY's most common customer issues (e.g., charging session failures, payment problems, station navigation)?
3 What metrics would you track to evaluate the success of AI-assisted customer service tools in our context?
4 Describe your experience working with customer service teams to implement new tools while maintaining service quality
5 How do you stay current with AI developments in customer service, and what emerging technologies are most relevant for EV charging support?
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⚠️ Common Mistakes to Avoid

  • Focusing only on technical AI skills without demonstrating understanding of customer service operations and workflows
  • Presenting generic automation examples without tailoring them to IONITY's EV charging context and customer journey
  • Neglecting to address both B2C and B2B aspects mentioned in the job description

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to IONITY!

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