As Team Lead Energy Operations & Customer Success, you own the end-to-end operational performance of our energy products – from customer onboarding to long-term retention. You lead and develop a small team and continuously improve processes to ensure scalable, reliable, and customer-centric operations in a dynamic market environment.
You act as a key interface between Operations, Product, Tech, Marketing & Sales, and external partners.
- Lead, coach, and develop the Energy Operations team, fostering a hands-on, pragmatic, and collaborative culture
- Own and continuously improve all operational processes across the customer lifecycle (onboarding, billing, service, retention)
- Establish and manage a KPI-driven Customer Success approach to increase customer lifetime value and reduce churn
- Ensure efficient and scalable 1st and 2nd level support processes for both our B2C product (eyond) and our white-label partner solutions
- Take ownership of operational excellence in market communication and ensure compliance with regulatory requirements of the German energy market
- Act as the main operational counterpart for our white-label partners, ensuring high service quality
- Drive continuous process improvements based on data, customer insights, and operational performance metrics
- Ensure stable day-to-day operations while building scalable structures and automation
- Own and steer price adjustments, contract renewals, and portfolio development from an operational perspective
- Manage operational escalations and ensure fast, structured resolution across internal teams and external partners
