Description:
This is an exciting opportunity for a proactive and detail-oriented Customer Support and Operations Specialist to serve as the backbone of the customer care and internal operations. This role is ideal for someone passionate about sustainability who thrives in dynamic environments and takes pride in solving operational challenges while ensuring exceptional client experiences. You will be the go-to contact for customer inquiries, tech support, logistics coordination, and maintaining clean data systems, playing a key role in supporting our mission to combat climate change through technology. This is a hybrid position, offering a competitive salary package.
Key Responsibilities
- Deliver responsive and empathetic customer support by troubleshooting software and hardware issues.
- Serve as a primary point of contact for client inquiries and coordinate resolution with internal technical teams.
- Maintain CRM/helpdesk systems (e.g., HubSpot, Intercom/Zendesk) to track client communications and issues.
- Liaise with utility companies and third-party vendors to manage data requests and updates on behalf of clients.
- Oversee shipping, inventory, and tracking of energy hardware devices to client locations across North America.
- Execute data hygiene and workflow updates in the internal system, ensuring operational accuracy.
- Provide reporting, documentation, scheduling, and ad hoc administrative duties.
- Contribute to the continuous improvement of support processes and KPIs (FRT, TTR, CSAT).
Qualifications & Experience
- Minimum 6 years of experience in a customer support, client success, or technical support role.
- Strong communication and organizational skills with the ability to manage multiple tasks independently.
- Proven ability to track and improve customer support metrics and issue resolution workflows.
- Hands-on experience with customer support platforms (e.g., Intercom/Zendesk), CRM systems, and workflow tools (ClickUp, Jira).
- Operational flexibility—willingness to manage logistics, administrative tasks, and internal process maintenance.
- Comfortable in fast-paced startup/scaleup environments with a proactive and problem-solving mindset.
- High degree of empathy and a passion for providing excellent customer service.
- An engineering background, energy management exposure, or fluency in French (B2 level) are considered nice-to-haves.
- Excellent communication and presentation skills.