Head of Customer Operations - Service, Engagement & Claims with energy BtoC background

Metgroup; Madrid; On-site; EUR 70,000 - 100,000; Full time

Job summary

Metgroup is seeking a seasoned Head of Customer Operations to lead the end-to-end service function for Spain, with expansion to other European markets. You will own customer service, engagement and claims, design an omnichannel support model, and drive AI-assisted, compliant, and measurable delivery across touchpoints from onboarding to first bill and beyond.

The role requires 5–10 years in B2C operations, fluency in Spanish and English, and proven experience building or rebuilding service

Qualifications

• Energy retail background is a must.
• 5–10 years in customer operations or contact centre leadership.
• Experience in the Spanish market and consumer protection obligations.
• Proven experience setting up processes and teams from scratch.
• Experience applying AI in a customer support context.
• Comfortable with CRM/ticketing data models and integration requirements.
• Track record of leading, growing and developing teams.
• Fluent Spanish and English; Italian/French/German a plus.
• Experience with Zendesk, Salesforce Service Cloud, Freshdesk, Intercom or similar.
• Experience in high-volume regulated B2C environments.

Responsibilities

• Act as the business reference point for customer service, engagement and claims across the Spanish operation.
• Translate customer and regulatory objectives into clear service processes, procedures, SLAs.
• Design the omnichannel service model across phone, email, chat, WhatsApp, app and self-service portal.
• Build the ticketing operation: taxonomy, routing, SLA framework and escalation paths.
• Design proactive lifecycle communications: onboarding, first-bill explanations and reminders.
• Own the service side of retention and churn-signal response.
• Build the claims process end to end and ensure regulatory compliance.
• Own the support stack – CRM, telephony, knowledge base, QA tooling; drive vendor validation.
• Hire, structure and lead the customer operations team; define roles and training.

Skills

Customer operations leadership

AI in customer support

CRM / ticketing systems

BPO partnerships experience

Multilingual: Spanish + English

Education

University degree in a relevant field

Energy retail background

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Intercom

Genesys

Talkdesk

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

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