Customer Success Advocate
Following a number of major contract wins, we are looking for a Customer Success Advocate with Dutch language skills to support the delivery and execution of some of our residential EV charging programs. Reporting directly to the Head of Customer Success and working closely with the European utilities team, you will support our utility partners across the EU as they launch and grow residential EV charging programs that help EV drivers save money while delivering tangible grid and environmental benefits.
About the role
As a Customer Success Advocate, you will be supporting Dutch-speaking EV drivers onboard to the app and make the most of its features to Smart Charge their EV.
You’ll be:
- Helping our EV drivers enroll into the smart charging app, which involves connecting their vehicle or charger and verifying their account details and eligibility
- Liaising between the EV drivers, our project managers, and our utility partners
- Troubleshooting and resolving any issues that our EV drivers face in getting set up for smart charging, their charging behaviour, or their data that is shown in the app
- Tracking common recurring issues, and adding suggestions to our project managers for how to improve the user experience from the app
- Assisting the PM in reporting customer feedback to our utility partner, including their money savings, and carbon emissions avoided
- Keeping our database of energy rates and prices up to date to make sign-up as simple as possible for our drivers
- Improving our Customer Success processes as part of an agile team to help us scale across the globe
We’re responsible for delighting our customers and delivering a fantastic driver experience, especially when things don’t quite go to plan. We have a strong team ethos and often work collaboratively to help resolve issues.
You’ll be working with a group of friendly and open individuals who share a positive can-do attitude and are unafraid to ask questions. You’ll have the opportunity to develop your knowledge of all things EV, as well as broadening both your interpersonal and technical skill sets.
We measure our success using traditional customer satisfaction metrics (such as time to resolve issues, NPS and so on), but also in the feedback we receive from our customers:
“Your customer support is the best I have ever seen & in my work I’ve dealt with customer support every day for the last 20 years.”
“Really nice to be dealing with a firm that works with its users.”
“Giving a five-star review for the customer support.”
What are we looking for?
- Prior experience in a customer-facing role
- The ability to speak English and Dutch fluently
- The ability to translate what people are saying and what they really mean
- The ability to manage your workload proactively and consistently hit deadlines;
- A team player, who will support your colleagues when you have the capacity
- An understanding of the electric vehicle sector
- Someone in a UK/EU timezone
- Passion for decarbonisation and the green future we’re creating!
What will we offer you?
- Everything you need to work remotely, investing in your home working setup or paying for access to a co-working space;
- A brand new Macbook loaded with everything you need to work effectively;
- Funded access to conferences and professional development trainings;
- 25 days of paid leave per year, plus public holidays;
- Twice-yearly career review cycles to fast-track promotions and career growth within ev.energy;
- Flights and accommodation for our "team weeks" across the world
If you don’t have all of the job requirements, please apply anyway! We would love to hear from all kinds of people and may be able to tailor the role around your abilities and experience. We value applicants from non-traditional backgrounds, startup or tech experience is not a prerequisite.
Starting: Immediately
Location: Remote, core hours 09:00 am - 6:00 pm CET
Term: Permanent
Salary: £29,500/€34,000 per year (with some flexibility around shares vs base)
Equity: A significant number of share options vesting over 4 years
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.