We’re dedicated to expediting the energy transition with sustainable home energy solutions accessible to all, aiming to assist 3 million households in making the transition by 2030. That’s why we're looking for a highly motivated and ambitious individual who's ready to roll up their sleeves and make a tangible impact on the climate change challenge we're tackling head-on. Are you ready to rise to the challenge?

As our Head of Customer Service & Support, you will be responsible for our Customer Service & Support organization. You ensure our customers have a great experience while interacting with Quatt for support or service. You make sure our teams (2 teams) and people (30 support colleagues) have all the processes and tools in place to provide this. 

What you will do:

• Lead the Customer Service & Support Organization: You carry end responsibility for the day-to-day of the customer service & support organization,delivering an exceptional customer experience while steering on KPIs.

• Strategic Planning: Align the customer support function with broader company objectives, driving long-term growth and innovation.

• Design and Optimize Processes: Develop, implement, and continuously improve customer support processes, focusing on scalability and customer-centricity.

• Own Tooling Strategy: Evaluate, select, and implement best-in-class customer support tools (e.g., HubSpot, Zendesk, Intercom) to enhance team productivity and customer satisfaction.

• Create Data-Driven Insights: Analyze performance data to identify bottlenecks, inefficiencies, and opportunities for improvement, turning insights into actionable initiatives.

• Define and Monitor KPIs: Establish and refine key performance indicators to measure the effectiveness of our processes, the customer satisfaction, and team performance.

• Collaborate Across Departments: Partner with stakeholders across the organization (e.g., Sales, Product, Operations) to ensure seamless collaboration and alignment on improvement initiatives.