As a Customer Success Associate, you will be supporting our users (and their electrical installers) in getting set up on the ev.energy platform via e-mail and phone.
Helping installers iron out any wrinkles in the commissioning process, helping them link EV chargers to our smart charging platform;
Keeping our database of energy tariffs up to date to make sign-up as simple as possible for our users;
Assisting EV drivers to identify and raise issues and bugs with our app to the development team;
Improving our Customer Success processes as part of an agile team to help us scale across the globe.
ev.energy enables consumers to charge their EVs in the most cost-effective and least carbon-intense way possible, whilst saving them money! We partner with energy companies such as E.ON, Rolec Services and ESB to deliver tariffs and products which integrate smartly with electric vehicles and their chargers.
We're a small and agile team, but we already serve electricity companies and their customers across the world with pilots ongoing in Europe and North America.
Since we were incorporated three years ago, we’ve grown from 0 to 30000+ users, raised a funding round, collaborated with 15+ energy companies and saved over 100 tonnes of CO2. We were part of Microsoft’s first AI for Good cohort, won the EDF Pulse Innovation Challenge and were named "Best Energy Startup in the World" by Free Electrons 2019.Customer Success at ev.energy
We’re responsible for delighting our customers and delivering a fantastic user 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.”Our goals for the next year are:
Scale to 1 million users in the next 3 years!
Launch in five new markets worldwide, including non-English speaking markets and non-EU timezones;
Make our app work for users across different geographies, with various vehicles, charger manufacturers, and energy suppliers;
Deliver new charging services (like charging on public charging networks and giving users more flexibility in how they charge);
Improve our data and analytics offering for our Utility partners so they can better understand how smart charging stabilises their grids and reduces their costs.
Have experience in a customer-facing role;
Be able to translate what people are saying and what they really mean;
Communicate clearly to multiple audiences, via e-mail and on the phone;
Be able to manage your workload proactively and consistently hit deadlines;
Be a team player, supporting your colleagues when you have the capacity;
Have an understanding of the electric vehicle sector ;
Be passionate about decarbonisation and the green future we’re creating!
A track record of improving customer satisfaction in multiple environments;
The ability to empathise deeply with our customers and explain their needs to the rest of the team;
Excellent communication skills, communicating well to all audiences and fine-tuning their tone of voice, vocabulary and medium to suit the occasion;
A well planned and managed personal workload, supporting your peers, finding opportunities to optimise, and managing upwards when more capacity is needed;
EV knowledge and insights into the latest trends in the industry, such as when the next car is coming out, or who the best energy supplier is for EV drivers.
Flexible working primarily remotely, investing in your home working setup;
The option of coworking access (WeWork or similar);
Funded access to conferences, training and meetups (like Fully Charged Live);
All the hardware and software you need to work effectively;
Participation in various employee perks and benefits schemes like cycle to work and discounted cinema tickets;
Team Week once a quarter where the whole team meets to collaborate, socialise and build connections in person!
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.Ts & Cs
Location: Remote, core hours 09:00 am - 5:00 pm London time
Salary: £24,000 + annual cost of living adjustment
Annual Leave: 25 Days plus one day per year of tenure (max 30 days) + national holidays
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.Want to apply?
Please apply at ev.energy/careers using the application form at the top of this page
Please, no recruiters, agencies or recruitment platforms.
Salary range £22,000 — 25,000
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