At a Glance
- Tasks: Provide top-notch support to energy traders and streamline operations for our revenue teams.
- Company: Join enmacc, a fast-growing tech company revolutionising the energy market.
- Benefits: Enjoy competitive pay, 28 days leave, gym memberships, and a €2,000 L&D budget.
- Other info: Flexible hybrid work options and a diverse, inclusive team culture.
- Why this job: Make a real impact in the energy sector while working in a dynamic, entrepreneurial environment.
- Qualifications: 2+ years in customer support, strong problem-solving skills, and bilingual in English and German.
The predicted salary is between 30000 - 40000 £ per year.
Founded in 2016 and headquartered in Munich, enmacc is a high growth scale‑up with a diverse team of over 100 professionals. We’re passionate about energy, technology, and building something that makes a real impact. If you are looking for an entrepreneurial environment where your work directly contributes to a more sustainable and digital energy future, we invite you to submit your application below.
Your mission as our Customer Support & Operations Coordinator is twofold: to act as the trusted first‑line support for our growing network of energy traders, and to serve as an operational anchor enabling our Revenue teams to scale efficiently. You will deliver outstanding, timely platform support while coordinating key customer processes across enmacc’s Product, Engineering, and Revenue teams.
Your Responsibilities:
- First‑Line Support: Serve as the primary contact for enmacc users across calls, tickets, emails, and live chat. Coordinate closely with Product and Engineering teams to troubleshoot and resolve platform issues swiftly.
- Knowledge Management: Maintain and expand the enmacc Help Center by creating clear, user‑friendly guides, FAQs, and training materials.
- Operational & CRM Support: Manage critical operational tasks in collaboration with the Revenue teams, including client and user setup and onboarding, user permissions and maintaining clean data records.
- Tracking & Analytics: Monitor customer service and operational support metrics (e.g., ticket volumes, response times, CSAT) to identify product enhancements and optimise team workflows.
- Cross‑Team Collaboration: Partner with the Sales and Marketplace Management teams to ensure a seamless, welcoming and high‑quality experience for all network members.
Your profile:
- Relevant Experience: 2+ years of experience in a customer support, customer success, or operational role, ideally within a B2B SaaS, fintech, or energy‑related company.
- Technical Aptitude & Problem‑Solving: Quick to master complex software and explain it simply. You are a curious, solution‑oriented problem solver who proactively digs for root causes rather than just routing tickets.
- Bilingual Communication: Exceptional written and verbal communication skills in both English and German (both at a professional business level).
- Execution & Calmness: Strong organizational and multi‑tasking skills, with the ability to prioritize issues calmly in a fast‑paced environment.
- Customer DNA: Passion for delivering outstanding customer service and building strong, trust‑based relationships.
- Tool Savvy & Data‑Driven: Highly comfortable navigating CRM and support ecosystems (e.g., Zoho, Zendesk, Intercom). You believe data hygiene is critical and are excited to leverage modern tools and AI to optimise customer interactions and support.
Don’t match every single requirement? We still want to hear from you!
Our offer:
- Competitive compensation package, including 28 days of annual leave.
- Entrepreneurial, impact‑driven culture with flat hierarchies and high autonomy.
- Hybrid & Workation flexibility that balances office connection with the freedom to work from home or abroad.
- €2,000 annual L&D budget plus 5 dedicated "Level Up" days to fuel your growth (for all full‑time employees).
- Commute & Wellness support, including fully covered gym memberships and paid transportation for office days.
- Inclusive, international team that celebrates diversity and offers language classes to help you settle in.
- AI‑first environment where you’ll collaborate with a dedicated AI Philosophy and cross‑functional expert groups.
- Premium tech & workspaces, featuring top‑tier Apple/Bose hardware in modern, dog‑friendly offices.
About enmacc: enmacc is Europe’s largest over‑the‑counter trading platform for energy and environmental commodities. We are digitising the world’s energy markets by replacing manual, outdated processes with speed, transparency, and liquidity. Our platform empowers a massive network of over 2,400 active traders to manage risk and accelerate the global energy transition. By providing a secure and efficient trading environment for 650+ companies, we facilitate more than 14,000 monthly requests for quotes and 8,000 monthly trades. With a traded volume exceeding 60 TWh per month, enmacc enables energy suppliers, industrial companies, and trading houses to access the liquidity they need to thrive in a shifting market. As an Equal Opportunity Employer, enmacc is a diverse environment where all backgrounds, identities, and cultures are welcomed and celebrated. If you're excited about this role, apply and help us shape the future of energy trading!
Customer Support Coordinator - [London based] (f/m/d) employer: enmacc
At enmacc, we pride ourselves on being an exceptional employer, offering a dynamic and entrepreneurial work culture that empowers our employees to make a meaningful impact in the energy sector. Our London-based Customer Support Coordinator role provides competitive benefits, including a generous annual leave package, hybrid work flexibility, and a dedicated budget for personal development, all within a diverse and inclusive team that values collaboration and innovation. Join us to thrive in a supportive environment where your contributions directly influence the future of energy trading.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Coordinator - [London based] (f/m/d)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at enmacc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like enmacc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Coordinator - [London based] (f/m/d)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to enmacc:Your cover letter is your chance to shine! Tell us why you want to work at enmacc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at enmacc!
How to prepare for a job interview at enmacc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
