Technical Support L2 Lead UK

Wallbox Chargers, S.L.; City Of London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading EV solutions company is seeking a Regional L2 Lead UK responsible for maximizing customer value through effective account management and support. You will monitor customer health, coordinate support, and drive service improvements. The ideal candidate has 3-5 years of relevant experience and exceptional communication skills. This position offers a hybrid work model and various benefits including a pension plan.

Benefits

Hybrid work

Pension plan

Office in WeWork coworking space

Car discounts for EV choices

Qualifications

• 3–5 years of experience in customer success, technical support, or account management.
• Strong understanding of customer health metrics.
• Excellent communication skills for both technical and executive-level management.

Responsibilities

• Act as the main point of contact for key accounts.
• Monitor customer health metrics and take proactive actions.
• Coordinate with support teams for critical issue resolutions.
• Lead onboarding sessions to ensure smooth adoption of new solutions.

Skills

Customer success

Technical support

Account management

Data-driven decision making

Excellent communication

Job description

Present in 96 countries, we are dedicated to changing the way the world uses energy through advanced electric vehicle charging and energy management systems. We have the headquarters in Barcelona and manufacturing facilities in Spain (Barcelona), and the US (Arlington, Texas). We are rapidly becoming a leading company in the market.

In 2021, we were listed on the New York Stock Exchange (NYSE WBX), allowing us to garner acclaim and win prestigious design awards (the IF Design, Good Design, and RedDot Awards).

In 2022, we acquired ARES (an assembly electronics company) and COIL (Installers of turnkey EV charging solutions). One year later, in 2023, we acquired ABL, the leading German EV charger manufacturer, which has allowed us to have a stronger presence in Europe.

Get in charge with Wallbox!

The role

Regional L2 Lead UK is responsible for ensuring that strategic customers (especially NALs) derive maximum value from our Home & Business products (hardware and software). This role guarantees that customers receive the highest-priority and most qualitative service attention and support.

Regional L2 Lead works in a matrix, managing and coordinating L2 specialists UK. The role anticipates customer needs, addresses support priorities, and transforms urgency into actionable plans, while translating customer feedback into continuous service improvements.

You will

• Act as the main point of contact for key accounts, ensuring customer satisfaction, retention, and growth after the distribution agreement is signed and the first purchase is consolidated.
• Monitor customer health metrics (CSAT, AHT, FTR, churn risk) and take proactive actions.
• Coordinate with L2/L3 support teams to expedite resolution of critical issues for strategic accounts.
• Communicate known issues, timelines, and workarounds clearly and professionally to customers.
• Translate customer feedback into service enhancement requests and escalate when necessary.
• Lead onboarding sessions with partners, ensuring smooth adoption of new fixes and known issue resolutions.
• Identify and propose upsell opportunities (maintenance, support, spare parts, etc.) by aligning value realization with customer roadmaps.
• Act as a customer advocate internally, ensuring follow-up and implementation of key improvements and fixes.

Requirements

• Proven experience (3–5 years) in customer success, technical support, or account management.
• Strong understanding of customer health metrics and data-driven decision making.
• Excellent communication skills with the ability to manage both technical and executive-level stakeholders.
• Ability to work cross-functionally in a matrix environment.
• Proactive, problem-solving mindset with a focus on customer satisfaction and retention.
• English Native Speaker

Why Join Wallbox?

If you’re passionate about the future of EVs, excited by new business development, and eager to be part of a thriving company at the forefront of the green energy revolution, we want to hear from you!

Benefits

• Hybrid work
• Pension plan
• Office in WeWork coworking space
• Car discounts & special advantages if you choose an EV

Please submit your resume in English

At Wallbox, we are dedicated to providing equal employment opportunities regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. We aim to cultivate a more equitable workplace.