Customer Operations Executive

Ohme is on a mission to accelerate the global transition to clean, affordable energy. We do that by serving as an integrated hardware and software smart-grid platform, focused on the residential EV charging market. The worlds of energy, transport and artificial intelligence are colliding and Ohme is at the heart of this new era. By using technology and data integrations to connect cars, chargers, people, energy providers and more, Ohme has a powerful platform that puts the consumer at the core. Ohme has been selling its chargers to consumers since mid 2019 and has had exponential growth since. We are now operating in multiple countries and have partnerships with the likes of VW, Mercedes, Octopus Energy, and other innovative brands. We are scaling up the business and are building out the team for rapid growth. If you’re interested in joining a fast-growing cleantech venture on a data and AI-first journey to speed up the global transition to clean, affordable energy, read on!

We are looking for a driven, customer-obsessed Customer Operations Executive to join our Customer Operations team in London. You will work across all aspects of aftercare customer support for our EV charging products, handling inbound queries, troubleshooting technical issues and helping customers progress through their EV charging journey. Reporting to the Customer Operations Team Lead, you will be a key part of a team that puts the customer at the centre of everything it does. You will work from our London office 3 days a week. This role includes weekend rotas of up to two weekends per month, with days in lieu provided in return.

• Resolve inbound customer queries via phone, email and live chat, providing timely and effective resolutions.
• Make proactive outbound communications to support customers who are stuck in their journey and help them progress.
• Become a product expert, developing deep knowledge of Ohme’s installation process and the nuances of different customer situations.
• Handle escalations and vulnerable customer interactions with care, consistency and professionalism.
• Work collaboratively with the Technical Support team, escalating cases where required and following agreed processes.
• Meet individual KPIs for productivity and quality, contributing to wider team goals.

• Adhere to team processes and actively highlight improvements when you spot them.
• Create and contribute to internal knowledge resources to improve team efficiency and reduce repeat contacts.
• Stay curious about Ohme’s products, the wider EV industry and the use of AI tools in customer support.
• Support team culture by maintaining energy and a positive attitude, particularly during periods of high demand.

• Minimum 2 years of experience in a customer support role.
• Experience working with a CRM system such as Zendesk, Freshdesk or Intercom.
• Experience handling technical queries and supporting customers with technical products.
• Track record of working to and meeting support-related KPIs.
• Strong written and verbal communication skills in English.

• Experience or knowledge of the EV or clean energy industry.
• Previous experience in a start-up or scale-up environment.
• Experience identifying and driving process improvements.
• Exposure to AI tools used in customer support workflows.

You’ll get to work in a fast-paced and rapidly growing scale-up with global ambitions that is cutting edge, passionate about sustainability and seeks to make the world a better place.

Competitive salary and bonus Hybrid office Private Health Insurance 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 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.