Director - Customer Service (f/m/x)

Enpal; Berlin; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading renewable energy company in Berlin seeks a Customer Operations Leader to build a digital-first customer service architecture. This role involves designing automated processes and ensuring compliance across touchpoints. Ideal candidates have over 5 years of experience in customer service leadership, preferably in tech-driven environments. The company offers a modern work culture with a hybrid model and a strong feedback culture.

Leistungen

Hybrid working model

Modern office facilities

Diverse team

Qualifikationen

• 5+ years of experience in Customer Operations or Customer Service Leadership.
• Proven success in building digital service models over traditional setups.
• Strong understanding of claim management and service automation.

Aufgaben

• Build and own the digital-first customer service architecture.
• Design and implement automated processes for inquiries and claims.
• Partner with Product, Tech, and Operations for seamless customer journeys.

Kenntnisse

Customer Operations Leadership

Digital Service Models

Process Design

Data-Driven Mindset

Cross-Functional Collaboration

Jobbeschreibung

Company Description

Our goal is a solar power system on every roof, a storage unit in every house, and an e-car in every garage. How are we achieving this? Enpal makes solar easy: we rent out solar power systems, electricity storage and wallboxes at an all-inclusive rate, supplemented by a low-cost green electricity tariff, and intelligently networked into an integrated overall solution.

We are just at the beginning of our journey to becoming Europe's largest energy company. That's why we're looking for talented people to accompany us on this journey, leave their footprint and celebrate successes together with us. At Enpal, you will find a dynamic working environment as well as the space to develop yourself personally and professionally and to use your strengths effectively.

As the first green unicorn in Germany and the fastest-growing energy company in Europe (FT1000 Ranking 2022 by Financial Times & Statista), we continue to advance our mission of green energy for everyone. Be part of this success story and change the world with us!

Job Description

• Build and own Metrify’s digital-first customer service architecture – no traditional call center setup
• Design and implement automated processes for inquiries, claims, and issue resolution (e.g. chatbot, “claims per click”)
• Define service KPIs and dashboards for response time, resolution rate, and satisfaction metrics
• Partner with Product, Tech, and Operations to ensure frictionless customer journeys end-to-end
• Create clean process documentation and scalable feedback loops between customer data and product improvement
• Develop and implement strategies to handle high-frequency, low-ticket customer interactions, similar to mobility startups (e-scooter, EV, last-mile)
• Ensure regulatory and data-handling compliance across all touchpoints

Qualifications

• 5+ years of experience in Customer Operations / Customer Service Leadership, ideally in mobility, logistics, or tech-driven B2C environments
• Proven success in building digital service models (chatbots, self-service, automation) rather than classical call-center setups
• Strong understanding of process design, claim management, and service automation
• High operational drive – ability to balance speed, quality, and scalability
• Excellent English communication skills; German preferred but not mandatory
• Data-driven mindset, comfort working with KPIs and customer insights
• Experience collaborating cross-functionally with Product, Tech, and Operations

Additional Information

• Work in Germany's first green unicorn and actively shape the solar energy revolution.
• The sun shines all over the world - at Enpal you will find a highly motivated and diverse team with more than 65 different nationalities.
• Would you rather keep your pet company at home or your colleagues at the office? Even after the pandemic, we offer you a hybrid working model
• We fulfill every start-up cliché - in our modern office in Berlin-Friedrichshain, you'll find everything your heart desires, from a ping-pong table and yoga corner to a roof terrace and stocked drinks fridges.
• Your kick-start at Enpal - Get to know the company, your team colleagues and our founder Mario on your onboarding day.
• Stay up to date - Whether it's company figures at our monthly all-hands meetings or how a photovoltaic system works at the Lunch & Learn, you'll always know exactly what's going on.
• Energy transition only works together - At Enpal, you can expect a legendary team spirit and unforgettable team events.
• No mistakes, no progress – we embrace a strong feedback culture and grow with your input.

At Enpal, we are proud of the diversity of our team. No decisions are made on the basis of skin colour, religion or religious belief, ethnic or national origin, nationality, gender identity, sexual orientation, disability or age, either during recruitment or employment. Enpal stands for a safe workplace and takes action against discrimination and harassment of any kind.