Senior Team Lead Customer Support Germany (m/f/d) House of Customer · Berlin ·

W e are Tibber, the energy company that wants you to use less energy. That’s right. We’ll get back to that. Yes, we are by definition an energy company, but we’re more techy than most. How and why, you might ask? Well, a third of our employees are actually working on developing products and solutions that can help you use energy in a smarter way and at a lower cost – all with the help of cool fancy tech. Good for our customers, their wallets, and the planet.

Our growth rate has been truly amazing, and still, we’re just getting started. With millions of smart devices connected to the Tibber platform (like electric vehicles and smart thermostats), we have one of the most unique portfolios trading energy on the market.

Job Mission

About the Role:

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.

What You’ll Do:

• 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.

Ideal Profile

• 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.

Get Ready For

Innovation. A way to change the landscape of one of the most important industries on the planet.

Growth. A possibility to learn a lot and push the barriers of what you think is possible, with the possibility to grow personally and professionally.

Autonomy. An autonomous and humble culture in a scale-up adventure.

Empowerment. Your voice matters, we are a place to work where laughter and support amongst diverse and inclusive colleagues are guaranteed.

Flexibility. Whether this is towards health, wellness, equipment, or other allowances important to you, we will do our best to accommodate your needs. Many of us are parents and we all value a good work-life balance.

The Tibber Mindset

Being on a mission to change an industry as we do fundamentally also means being prepared for the unexpected. Tibber is a startup in the world\’s true sense, which means we are on a journey of constant change. We do what others say can’t be done, try and fail together but never lose sight of our users.

We work passionately with sustainability and a circular approach, both with our own products and in the entire ecosystem that is affected by everything we do.

We\’re very proud of being a mission-driven startup with thousands and thousands of new users every month. Starting out with two passionate founders in 2016, we\’re now 300+ people working for Tibber in our offices in Stockholm, Førde, Berlin, Amsterdam, Oslo, and Helsinki, and with that number growing each week, we’re still just getting started. We will continue to grow within our markets, and we are thrilled to be backed by investors like Balderton Capital, Eight Roads Ventures, Founders Fund, Summa, and Schibsted.

At Tibber, we are committed to hiring, developing, and retaining exceptional people regardless of race, color, religion, sex, sexual orientation, age, marital status, disability, neurodiversity, or gender identity. We strongly encourage people from underrepresented groups to apply.

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