Senior Team Lead Customer Support, tibber
Germany
Office located in Strelitzer Straße, Berlin
Digital electricity supplier
Be an early applicant
Digital electricity supplier
201-500 employees
Be an early applicant
Office located in Strelitzer Straße, Berlin
201-500 employees
Company mission
To use digital technology to make electricity consumption smarter.
Role
Who you are
- Experience: Extensive experience in a customer support leadership role, preferably within the energy sector or a fast-paced tech company
- Leadership Skills: Strong leadership and team management skills with a track record of motivating and developing high-performing teams
- People Management: Exceptional people management skills, including the ability to listen, empathize, and build strong relationships while setting clear boundaries and expectations
- Customer Focus: Passionate about delivering outstanding customer service with a customer-first mindset
- Communication: Excellent verbal and written communication skills in both German and English. Fluency in both languages is mandatory
- Problem-Solving: Strong problem-solving abilities with a proactive approach to identifying and addressing issues
- Tech-Savvy: Comfortable using customer support software and technology to enhance service delivery
What the job involves
- As the (Senior) Team Lead Customer Support Germany (m/f/d), you will be at the forefront of delivering exceptional customer service to our German customers.
- You will lead, mentor, and inspire a team of up to 15 Customer Support Specialists, ensuring they provide top-notch support while embodying Tibber's values and mission.
- This role is pivotal in maintaining our high standards of customer satisfaction and operational excellence, especially within our significant German market
- Team Leadership: Lead and motivate the Customer Support team, fostering a positive and productive work environment
- Performance Management: Monitor and evaluate team performance, providing the team with regular feedback and development opportunities
- Customer Experience: Ensure that the team delivers exceptional customer service, addressing customer inquiries and issues efficiently and effectively
- Process Improvement: Identify and implement process improvements to enhance operational efficiency and customer satisfaction
- Collaboration: Work closely with other departments to resolve complex customer issues and improve overall service delivery
- Change Management: Lead and manage change initiatives to improve customer support processes and team efficiency
- ERG-Relations: Effectively manage interactions with the Employee Representation Group, understanding and navigating their influence within the workplace
- BPO Coordination: Oversee and coordinate communication with BPO (Business Process Outsourcing) partners, ensuring alignment and high-quality service delivery
- Reporting: Prepare and present regular reports on team performance and customer satisfaction metrics to senior management
Our take
The average household today is in a position to purchase electricity from a range of suppliers, but classically will only buy from one. Tibber supplies an AI for households to purchase energy from a number of suppliers, at the best prices at the best time of day, to reduce their electricity costs, alongside helping them to reduce usage in their homes.
The platform was built as a response to outdated utility management tools. Users access the service via an app, with the AI purchasing electricity automatically at the lowest possible price, as well as alerting customers to consume energy during the cheapest hours of the day.
The Tibber hub for smart homes is able to connect various energy sources, such as solar panels and EV chargers, to enable more intelligent electricity production as well as consumption. The company has seen huge amounts of investment, serves hundreds of thousands of households, and has its sights set on continued expansion across Europe.
Steph
Company Specialist at Welcome to the Jungle
Insights
47% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Mar 2024
$104.9m
LATE VC
Mar 2022
$100m
SERIES C
Total funding: $285.9m
Company benefits
- Flexible work hours
- Offices in Stockholm, Helsinki, Berlin and Førde
- Annual pop-up office, to gather the work force to work, explore a new city and spend time together
- “No shoe” policy at the office to enhance the feeling of coming home - a great opportunity when it comes to showing off your slipper fashion range
Company HQ
Førde, Vestland
Leadership
Edgeir Vårdal Aksnes
(Co-Founder & CEO)Former EVP and Head of Software and Business Development at Enoro. Previously Development Manager at Visma. Co-founded Deriga.
Daniel Lindén
(Co-Founder & CPO)Former Head of Product Management at Enoro. Previously Head of Product Portfolio at Tieto, with experience in Business Development.
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