Customer Success Executive

We're on a mission to make the switch to sustainable transport and energy faster, easier and more affordable. We use our own technology stack, data smarts and industry knowledge to build a game-changing capability. Our intelligent energy platform helps our customers access renewable energy, understand consumer behaviour, and powers smart charging for EVs. 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 Octopus Energy, Motability, the Volkswagen Group, and other innovative brands.

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

We are looking for an experienced Customer Success Executive to join our team to support customers take an important step in their journey to net zero, getting their charger installed.

In this role you will support customers through Ohme's installation process, liaising with our technical team and third-party installers to resolve any queries customers may have during their installation process. You will ensure excellent service standards, respond efficiently to customer enquiries and maintain high customer satisfaction. Your primary responsibility will be to take inbound phone calls and respond to email inquiries.

This will be a hybrid based position, with 4 days in our London office.

Responsibilities

• Answer customer queries via phone and email, and other channel such as live chat when we launch them
• Become an expert in Ohme's installation process, the nuances for customers and households under varying circumstances and the needs of our third party installers
• Meet individual KPIs corresponding to productivity and quality, and help contribute to our wider team goals
• Provide exceptional customer service, having deep empathy for our users and obsessing over the end customer
• Deal with vulnerable customers, providing the same exceptional level of high quality support
• Adhere to the processes set out within the team, whilst questioning and highlighting improvements when you see them
• Work with our installer liaison team and escalate customers cases when necessary
• Be available for weekend and evening work when necessary
  
  
  

Requirements

• Minimum 2 years experience working in a customer support role
• Have worked with a CRM system such as Zendesk, Freshdesk, Intercom etc.
• Experience dealing with technical queries and products
• Experience working to and meeting support related KPIs
  
  
  

Who You Are

• Organised and diligent with exceptional time management skills
• A self-starter who is proactive in finding resolutions
• A problem solver at heart; inquisitive and eager to learn
• Empathetic with a deep care for the customer
  
  
  

Nice to haves

• German, French, Spanish, or other language skills
• Bachelors degree or above
• Experience/knowledge in the EV industry
• Previous experience working in a start up or scale up
• Experience driving process improvements
  
  
  

Benefits

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 discretionary bonus
• Private Health Insurance
• Aegon Pension Scheme
• Life Assurance Scheme with death in service benefit of 4x salary
• Income Protection Scheme for long term illness
• Ride to Work Scheme
• Payroll Giving Scheme
• Season Ticket Loan to spread cost of travel over 12 months
  
  

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.