Customer Operations Executive

Piper Maddox; Hamburg; Hybrid; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

A fast-growing EV company in Hamburg seeks a Customer Operations Executive to enhance their team. The role focuses on managing the full customer journey, providing technical support, and streamlining operations with installation partners. Ideal candidates are communicative, detail-oriented individuals with a passion for delivering exceptional customer experiences and a strong background in the EV sector.

Qualifikationen

• Native-level German and fluent professional English required.
• Experience in the EV charging industry preferred.
• Strong communication skills and passion for customer service.

Aufgaben

• Manage customer journey from inquiry to post-installation support.
• Act as first point of contact for technical queries and resolve issues.
• Coordinate with installation partners and internal teams.

Kenntnisse

Communication

Customer Experience

Problem Solving

Organizational Skills

Analytical Thinking

Jobbeschreibung

My client is a fast-growingEV company specialising in charging solutions with its own software platform. Their mission is to accelerate the transition to electric mobility by making smart charging more accessible, efficient, and user-friendly.

Their intelligent platform integrates vehicles, chargers, users, and energy providers, enabling seamless and data-driven charging experiences. Operating in multiple European markets, the company works closely with major automotive manufacturers, energy providers, and mobility partners.

To support their growing presence in Germany, they are seeking a Customer Operations Executive to join their team in Hamburg (hybrid – 3 days in office). This role involves managing the full customer journey from initial inquiry to post-installation support, while coordinating closely with installation partners and internal teams.

Key Responsibilities

Technical Support

• Serve as the first point of contact for technical queries from customers and installation partners.
• Diagnose and resolve product and installation issues promptly and professionally.
• Work with the engineering team to address recurring issues and improve product reliability.
• Develop help center content and internal documentation to support proactive issue resolution.

Installation & Partner Management

• Evaluate site survey data and determine the complexity of installation work.
• Allocate customers to installation partners based on coverage and capacity.
• Review installation partner quotes and issue customer invoices.
• Monitor partner performance against contractual SLAs and lead quarterly performance reviews.
• Ensure smooth customer journeys through the installation process and address any delays.

Sales Support

• Follow up on leads with installers and ensure progress is recorded accurately.
• Keep CRM and lead management systems updated with all relevant information.

Requirements

Language Skills

• Native-level German and fluent professional English are required.
• Additional European languages (e.g., Spanish, Italian, Portuguese, Dutch) are a plus.

Candidate Profile

• Strong communicator with the ability to build trust with internal and external stakeholders.
• Passionate about delivering excellent customer experiences.
• Organised, detail-oriented, and proactive in resolving issues.
• Experience or familiarity with the EV charging industry is preferred.
• Analytical thinker with a hands-on approach to problem-solving.