Customer Operations Executive

Ohme; München; Híbrido; EUR 42.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary and bonus

Hybrid working (3 days in office)

Descripción de la vacante

Ohme in Munich or Hamburg is seeking a driven Customer Operations Executive to support our EV charging customers across Germany. You will diagnose hardware and software issues, guide users through setup, and ensure a world-class service experience.

You will work 3 days per week in the office and collaborate with the Technical Support team to resolve incidents using CRM tools like Zendesk and remote diagnostics. Native German and fluent English are required.

Formación

• Native German and professional English required.
• Minimum 2 years in a technical support or customer operations role in hardware/IoT.
• Strong ability to troubleshoot charger hardware, connectivity, and app issues.
• Experience with CRM and support platforms (Zendesk, Freshdesk, Intercom).
• Reliable to meet support KPIs.

Responsabilidades

• Resolve inbound customer queries by phone and email; diagnose hardware, connectivity, and app issues.
• Follow team processes and propose improvements.
• Become a product expert on Ohme charger hardware, installation, and charging protocols (OCPP).
• Create internal knowledge resources to improve efficiency.
• Collaborate with Technical Support; escalate when needed.
• Use remote diagnostics to identify root causes across hardware/network/firmware.
• Meet KPIs for productivity and quality.

Conocimientos

Communication skills

Technical understanding

CRM proficiency

Issue diagnosis

Herramientas

Zendesk

Freshdesk

Intercom

Descripción del empleo

Ohme is on a mission to accelerate the global transition to clean, affordable energy. We do that by serving as an integrated hardware and software smart-grid platform, focused on the residential EV charging market.

The worlds of energy, transport and artificial intelligence are colliding and Ohme is at the heart of this new era. By using technology and data integrations to connect cars, chargers, people, energy providers and more, Ohme has a powerful platform that puts the consumer at the core.

Ohme has been selling its chargers to consumers since mid 2019 and has had exponential growth since. We are now operating in multiple countries and have partnerships with the likes of VW, Mercedes, Octopus Energy, and other innovative brands.

We are scaling up the business and are building out the team for rapid growth. If you’re interested joining a fast-growing cleantech venture on a data and AI-first journey to speed up the global transition to clean, affordable energy, read on!

We are looking for a driven, technically minded and detail-oriented Customer Operations Executive to join our team in Munich or Hamburg, Germany. As we continue to scale our European operations, you will work across all aspects of the customer journey, from initial contact through to aftercare support for our EV charging products. Germany is one of our most technically advanced and fastest-growing markets, so the ideal candidate will have a strong technical grounding - comfortable with home electrical systems, connectivity protocols and hardware diagnostics - and the ability to troubleshoot complex product issues, with a genuine passion for delivering an outstanding customer experience.

You will work from our Munich or Hamburg office 3 days a week.

Responsibilities

• Resolve inbound customer queries via phone and email, diagnosing hardware, connectivity (Wi-Fi/4G) and app-related issues to provide timely and effective resolutions.
• Adhere to team processes and actively highlight improvements when you spot them.
• Become a product expert, developing deep knowledge of Ohme’s charger hardware, electrical installation requirements, smart charging protocols (e.g. OCPP) and the nuances of different customer situations.
• Create and contribute to internal knowledge resources to improve team efficiency and reduce repeat contacts.
• Work collaboratively with the Technical Support team, escalating cases where required and following agreed processes.
• Use remote diagnostic tools and device/app logs to identify root causes of charger faults, distinguishing hardware, firmware, network and installation issues.
• Meet individual KPIs for productivity and quality, contributing to wider team goals.

Language Requirements

• Native fluency in German and professional fluency in English required.
• Additional European languages such as French or Dutch would be beneficial.

Who You Are

• Excellent communication skills, with proven ability to explain technical concepts clearly to a non-technical audience, in both written and spoken support.
• Solid technical foundation, with a good understanding of home electrical systems, networking basics (Wi-Fi/router setup) and IoT-connected devices; a background in electrical, mechatronics or a related technical field is a plus.
• Minimum 2 years of experience in a technical support or customer operations role, ideally within EV charging, energy, smart home or another hardware/IoT environment.
• Proficiency with CRM and support platforms such as Zendesk, Freshdesk, Intercom or similar.
• Experience working to and consistently meeting support-related KPIs.

You'll get to work in a fast-paced and rapidly growing scale-up with global ambitions that is cutting edge, passionate about sustainability and seeks to make the world a better place.

• Competitive salary and bonus
• Hybrid working (3 days in office)

Ohme is an equal opportunity employer. Diversity, Equity and Inclusion are at the heart of what we do and we encourage a culture where everyone can be themselves at work. We actively seek out a diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed and to feel included.