Head of Customer Operations - Service, Engagement & Claims

MET Group; Madrid; Presencial; EUR 70.000 - 110.000; Jornada completa

Descripción de la vacante

MET Retail in Madrid is seeking a senior leader to shape the customer operations function for its energy retail platform. You will own the end-to-end support experience across channels, self-service and tooling, from onboarding to first bill and beyond.

You will design an omnichannel service model, build a scalable ticketing operation, implement AI-driven support, and manage a diverse team in a fast-growing, cross-border environment.

Formación

• University degree.
• Energy retail background is a must.
• Between 5 and 10 years of experience in customer operations or contact centre leadership in a B2C environment.
• Experience in the Spanish market and understanding of consumer protection/regulatory obligations.
• Proven experience setting up processes, procedures and teams from scratch.
• Demonstrable experience applying AI in customer support.
• Fluent Spanish and English, additional languages a plus.
• Experience with one or more European markets (France, Germany, Italy) is beneficial.
• Experience specifying and rolling out a support stack (CRM/ticketing) is valued.
• Experience in high-volume regulated B2C environments is advantageous.

Responsabilidades

• Act as the business reference point for customer service, engagement and claims.
• Translate objectives into service processes, SLAs and quality standards.
• Design the omnichannel service model across phone, email, chat, WhatsApp, app and self-service.
• Build the ticketing operation: taxonomy, routing and SLA framework.
• Design proactive lifecycle communications: onboarding, first-bill explanations and reminders.
• Own the service side of retention and churn-signal response.
• Build the end-to-end claims process.
• Ensure compliance with regulatory response deadlines and complaint framework.
• Own the support stack – CRM, telephony, knowledge base, QA tooling.
• Hire, structure and lead the customer operations team; define roles and training.
• Identify AI use cases across the support chain.
• Collaborate with Growth, Offering, Operations and Finance, and Product/Engineering teams.

Conocimientos

Energy retail background

Spanish & English fluency

Leadership & team development

AI-enabled support

CRM/ticketing systems

Process design & governance

Cross-functional collaboration

Educación

University degree

Herramientas

Zendesk

Salesforce Service Cloud

Freshdesk

Intercom

Genesys

Talkdesk

Jira

Confluence

Miro

Visio

Signavio / BPMN tools

Descripción del empleo

MET Retail is a new chapter for the group: bringing energy directly to households. We're building a technology-driven retail platform for power and gas, with a digital, customer-first model. One model, built to scale across Europe.

We're a small international team, and there's a lot to build. Join us on this exciting journey and you'll help shape how this company works, with real ownership from day one.

MET Retail is a new chapter for the group: bringing energy directly to households. We're building a technology-driven retail platform for power and gas, with a digital, customer-first model. One model, built to scale across Europe.

We're a small international team, and there's a lot to build. Join us on this exciting journey and you'll help shape how this company works, with real ownership from day one.

Job Description

He/She brings practical service knowledge into digital delivery: understanding customer, operational, commercial and regulatory needs, shaping how customers reach us and how we respond, and building a support function that is fast, compliant, measurable and AI-assisted by design rather than by retrofit.

The role covers the customer-facing layer of the end-to-end journey (from contracting to first bill, collection and service) across the contact channels, self-service area and support tooling. Spain at launch, followed by other markets such as France, Germany and Italy. The person in this role will own customer ticketing and service, customer engagement, the continuous optimisation of support including its tools, and claim management, end to end.

Key Responsibilities

• Act as the business reference point for customer service, engagement and claims across the Spanish operation and, subsequently, the markets that follow
• Translate customer and regulatory objectives into clear service processes, procedures, service levels and quality standards
• Design the omnichannel service model across phone, email, chat, WhatsApp, app and self-service portal
• Build the ticketing operation: taxonomy, routing and prioritisation rules, SLA framework, escalation paths, and shift and capacity planning
• Design proactive lifecycle communications: onboarding, first-bill explanation, consumption and tariff alerts, renewal and price-change notifications, and payment reminders
• Own the service side of retention — save flows, churn-signal detection and the operational response to them.
• Build the claims process end to end
• Ensure compliance with statutory response deadlines and the formal complaint framework, including complaint forms, consumer arbitration boards and regional consumer authorities
• Act as business owner for the support stack — CRM and ticketing, telephony/CCaaS, knowledge base, survey and QA tooling: define functional requirements, target design and evaluation criteria, support the IT organisation in vendor and partner selection, and drive business validation before go-live
• Hire, structure and lead the customer operations team; define roles, career paths, training curriculum and onboarding
• Identify, prioritise and specify AI use cases across the support chain
• Collaborate across Growth, Offering, Operations and Finance on the business side, and Product, UX, Architecture, Engineering and Data on the delivery side

Qualifications

• University degree
• Energy retail background is a must
• Between 5 and 10 years of experience in customer operations, service management or contact centre leadership in a B2C environment, including hands-on responsibility for building or substantially rebuilding a service function
• Experience in the Spanish market, with a working understanding of Spanish consumer protection obligations and the formal complaints and arbitration framework
• Proven experience setting up processes, procedures and teams from scratch, including defining the requirements for the supporting tooling
• Demonstrable, practical experience applying AI in a customer support context
• Comfortable in a CRM or ticketing environment, able to read data models, define integration requirements at functional level and build reporting
• Track record of leading, growing and developing teams
• Fluent Spanish and English, written and spoken. Italian, French or German language skills considered as a plus
• Experience in one or more other European markets — France, Germany or Italy in particular is highly appreciated
• Experience specifying and rolling out a support stack as business owner (Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, Genesys, Talkdesk or similar) is highly appreciated
• Experience in a high-volume regulated B2C environment — utilities, telecommunications, insurance, financial services or e-commerce — is highly appreciated
• Experience managing BPO partners in Spain or nearshore, and workforce management or forecasting experience, is a plus
• Experience with collaboration and documentation tools such as Jira, Confluence, Miro, Visio, Signavio or BPMN tools is an advantage