Customer Care Manager

About the role

We are looking for a Customer Care Manager to lead Leapmotor’s international after‑sales operations across Europe and other regions. You will own escalation management, partner coordination, and continuous improvement of warranty, recall, parts logistics and technical support processes to deliver exceptional customer experiences.

Key responsibilities

• Design, implement and improve processes for warranty claims, recalls, parts logistics and technical troubleshooting.
• Lead inbound/outbound support, escalation handling and SLA compliance for European and global markets.
• Collaborate with marketing, sales, product development and after‑sales teams to resolve systemic issues and ensure a unified, customer‑centric approach.
• Manage call‑center, dealer and service‑partner networks to guarantee consistent service quality.
• Build dashboards and executive reports, translate metrics into prioritized improvement projects.
• Monitor customer‑care KPIs, consolidate satisfaction data and drive actions to meet target levels.
• Develop training programs and knowledge bases for agents and dealer networks.
• Stay up‑to‑date with customer‑experience trends and propose innovative solutions.

Required profile

• 4–7 years of experience in customer experience, customer care or after‑sales roles; automotive or mobility background preferred.
• Strong understanding of customer‑journey mapping in digital and physical retail environments.
• Excellent analytical ability to interpret data, identify trends and make data‑driven decisions.
• Outstanding communication and interpersonal skills with a proven ability to motivate and lead teams.
• Creative problem‑solver with experience managing cross‑functional projects.
• Willingness to travel for field deployment and follow‑up.
• Fluent English; additional European language(s) a plus.

Required skills