Director Customer Service (fmx)

Enpal B.V.; Berlin; Hybrid; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading solar energy company in Berlin seeks a Customer Service Leader to build and manage a digital-first customer service architecture. The role involves designing automated processes and defining service KPIs for optimal customer journeys. Candidates should have at least 5 years of experience in customer service leadership, preferably in tech-driven B2C environments. A data-driven mindset and strong communication skills in English are essential. The position offers a hybrid working model and participation in a diverse team.

Leistungen

Modern office with amenities

Diverse team with various nationalities

Hybrid working model

Strong feedback culture

Qualifikationen

• 5 years of experience in Customer Operations or Customer Service Leadership, ideally in mobility logistics or tech-driven B2C environments.
• Proven success in building digital service models like chatbots and self-service automation.
• Strong understanding of process design and claim management.

Aufgaben

• Build and own the digital-first customer service architecture.
• Design and implement automated processes for inquiries and claims resolution.
• Define service KPIs and dashboards for response time, resolution rate, and satisfaction metrics.

Kenntnisse

Customer Service

Data-driven mindset

Process Design

Claim Management

English communication

Collaboration

Jobbeschreibung

Responsibilities

• Build and own Metrifys 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 Germanys 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 youll 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 its company figures at our monthly all-hands meetings or how a photovoltaic system works at the Lunch & Learn youll always know exactly whats 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.

Remote Work : No

Employment Type : Full-time

Key Skills
Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Experience: years

Vacancy: 1