Application Guide
How to Apply for Platform Manager – Customer Service - Fixed-term contract (maternity cover)
at IONITY
🏢 About IONITY
IONITY is revolutionizing long-distance electric vehicle travel by building a high-power charging network across Europe. Working here means contributing to a sustainable future while being part of a dynamic, fast-growing company that values innovation and customer experience.
About This Role
As Platform Manager for Customer Service, you will own and continuously improve the Jira Service Management platform that underpins IONITY's customer support operations. This role is pivotal in translating business needs into scalable, user-friendly solutions, directly impacting customer satisfaction and operational efficiency.
💡 A Day in the Life
You'd start by checking JSM dashboards for any issues or pending requests, then collaborate with customer support leads to refine workflows. Afternoon might involve configuring automation rules, meeting with stakeholders to gather feedback, and documenting changes for the team. You'd also proactively analyze data to spot bottlenecks and propose improvements.
🚀 Application Tools
🎯 Who IONITY Is Looking For
- Proven experience managing and configuring Jira Service Management, including workflow design, automation, and reporting.
- Strong ability to gather and analyze business requirements from diverse stakeholders and translate them into technical solutions.
- Excellent communication skills to bridge the gap between technical teams and non-technical customer support staff.
- Self-driven and comfortable working remotely in a fast-paced, evolving environment, with a proactive approach to problem-solving.
📝 Tips for Applying to IONITY
Highlight specific examples of JSM projects you've led, including how you improved processes and outcomes.
Demonstrate your experience working with customer support teams and understanding their pain points.
Showcase your ability to manage stakeholders and communicate technical concepts to non-technical audiences.
Mention any experience with automation, SLAs, and reporting within JSM.
Tailor your CV to emphasize remote work experience and self-management skills.
✉️ What to Emphasize in Your Cover Letter
["Your passion for sustainability and aligning with IONITY's mission.", "Specific examples of how you've optimized customer service platforms to improve efficiency and user experience.", 'Your collaborative approach to working with cross-functional teams.', 'Your ability to adapt quickly and deliver results in a fixed-term contract role.']
Generate Cover Letter →🔍 Research Before Applying
To stand out, make sure you've researched:
- → Understand IONITY's charging network and its customer journey, especially pain points in EV charging.
- → Review IONITY's company values and recent news about expansion or partnerships.
- → Familiarize yourself with the specific challenges of customer service in the EV industry.
- → Look into IONITY's use of other Atlassian tools (e.g., Jira, Confluence) and how JSM integrates.
💬 Prepare for These Interview Topics
Based on this role, you may be asked about:
⚠️ Common Mistakes to Avoid
- Not providing concrete examples of JSM configuration or process improvement.
- Focusing too much on technical details without showing business impact.
- Ignoring the importance of customer support context and showing lack of empathy for end-users.
📅 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:
Application Review
1-2 weeks
Initial Screening
Phone call or written assessment
Interviews
1-2 rounds, usually virtual
Offer
Congratulations!