Customer Experience Lead

2 weeks ago

London, Greater London, United Kingdom Ohme Full time

We're accelerating the transition to sustainable transport and energy at Ohme. Our intelligent energy platform connects cars, chargers, people, energy providers, and more, putting the consumer at the heart of our operations.

We're scaling up the business, and we're looking for an experienced leader to oversee our UK Customer Care team. As a Customer Experience Lead, you'll be responsible for leading a team of >20 agents and Team Leaders, providing leadership and coaching, and creating a culture that obsesses over our customers.

Requirements

  • Minimum 4 years' experience in a leadership role in a customer-facing team
  • Proven track record of working closely with CRM systems like Zendesk, Freshdesk, or Intercom
  • Experience providing support for technical queries and products
  • Experience setting and delivering against support-related KPIs
  • Experience managing day-to-day and long-term strategic pillars

Responsibilities

  • Provide mentorship and leadership for your direct reports and wider team through effective coaching and feedback
  • Define and build best-in-class support processes, highlighting gaps and filling them with long-term scalable solutions
  • Define, measure, and ensure the right KPIs are being met across customer care, constantly raising the bar on performance
  • Work with key stakeholders and teams in the business, including tech support, product, engineering, marketing, and our C-suite team, to ensure communication is effective and work can be moved at pace
  • Determine channel strategy and implement both small- and large-scale improvements that benefit both the customer and our teams
  • Determine and drive the long-term strategy for our UK customer care team

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

Benefits

  • Competitive salary and 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 the cost of travel over 12 months
  • Eye Test every 2 years

Ohme is an equal opportunity employer. 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.

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