We are Tibber, the energy company that wants you to use less energy. Whaaat? 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.

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.