Customer Operations Executive

Ohme; Milano; Ibrido; EUR 40.000 - 52.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Hybrid working (3 days in office)

Descrizione del lavoro

Ohme, Milan-based scale-up, is seeking a Customer Operations Executive to guide customers from first contact through aftercare for our EV charging products. You will troubleshoot complex issues and document resolutions in knowledge resources.

The role requires native Italian and professional English and Spanish, 2+ years in technical support or customer ops, and experience with Zendesk, Freshdesk, or Intercom. Hybrid work with 3 days in the office.

Competenze

• Native fluency in Italian with professional fluency in English and Spanish.
• Minimum 2 years of experience in a technical support or customer operations role.
• Proficiency with CRM and support platforms such as Zendesk, Freshdesk, Intercom or similar.
• Experience working to and consistently meeting support-related KPIs.

Mansioni

• Resolve inbound customer queries via phone and email, providing timely and effective resolutions.
• Adhere to team processes and actively highlight improvements when you spot them.
• Become a product expert, developing deep knowledge of Ohme's installation process and the nuances of different customer situations.
• Create and contribute to internal knowledge resources to improve team efficiency and reduce repeat contacts.
• Work collaboratively with the Technical Support team, escalating cases where required and following agreed processes.
• Meet individual KPIs for productivity and quality, contributing to wider team goals.

Conoscenze

Customer support

Technical literacy

Multilingual communication

Strumenti

Zendesk

Freshdesk

Intercom

Descrizione del lavoro

Ohme is on a mission to accelerate the global transition to clean, affordable energy. We do that by serving as an integrated hardware and software smart-grid platform, focused on the residential EV charging market.

The worlds of energy, transport and artificial intelligence are colliding and Ohme is at the heart of this new era. By using technology and data integrations to connect cars, chargers, people, energy providers and more, Ohme has a powerful platform that puts the consumer at the core.

Ohme has been selling its chargers to consumers since mid 2019 and has had exponential growth since. We are now operating in multiple countries and have partnerships with the likes of VW, Mercedes, Octopus Energy, and other innovative brands.

We are scaling up the business and are building out the team for rapid growth. If you're interested joining a fast-growing cleantech venture on a data and AI-first journey to speed up the global transition to clean, affordable energy, read on!

We are looking for a driven, technically minded and detail-oriented Customer Operations Executive to join our team in Milan, Italy. As we continue to scale our European operations, you will work across all aspects of the customer journey, from initial contact through to aftercare support for our EV charging products. The ideal candidate will have a solid technical grounding and the ability to troubleshoot complex product issues, with a genuine passion for delivering an outstanding customer experience.

You will work from our Milan office 3 days a week.

Responsibilities

• Resolve inbound customer queries via phone and email, providing timely and effective resolutions.
• Adhere to team processes and actively highlight improvements when you spot them.
• Become a product expert, developing deep knowledge of Ohme's installation process and the nuances of different customer situations.
• Create and contribute to internal knowledge resources to improve team efficiency and reduce repeat contacts.
• Work collaboratively with the Technical Support team, escalating cases where required and following agreed processes.
• Meet individual KPIs for productivity and quality, contributing to wider team goals.

Language Requirements

• Native fluency in Italian and professional fluency in English and Spanish required.
• Additional European languages such as Portuguese would be beneficial.

Who You Are

• Excellent communication skills, with proven ability to explain technical concepts clearly to a non-technical audience, in both written and spoken support.
• Minimum 2 years of experience in a technical support or customer operations role.
• Proficiency with CRM and support platforms such as Zendesk, Freshdesk, Intercom or similar.
• Experience working to and consistently meeting support-related KPIs.

You'll get to work in a fast-paced and rapidly growing scale-up with global ambitions that is cutting edge, passionate about sustainability and seeks to make the world a better place.

• Competitive salary and bonus
• Hybrid working (3 days in office)

Ohme is an equal opportunity employer. Diversity, Equity and Inclusion are at the heart of what we do and we encourage a culture where everyone can be themselves at work. We actively seek out a diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed and to feel included.