Customer Service Manager - Spain

Company Description

Sunhero is a residential solar energy company on a mission to make access to clean, PV solar energy easy and affordable. We leverage technology and innovation to accelerate the transition to clean energy.

Sunhero is founded by two entrepreneurs with over 25 years of experience launching companies in the international markets, including Airbnb, Rover, and Course Hero. We are headquartered in Berlin, Germany, and Barcelona, Spain.

We started in Europe, but climate change knows no borders. So neither will we stop here.

Want to know more about us? Please visit our webpage

Are you interested in joining the team and delivering the next generation of customer service in the solar industry? Do you want to be part of the ongoing growth and expansion of Sunhero s infrastructure? Do you strive to design and deploy customer-centric solutions that drive measurable results for our customers?

Is a critical part of our mission to deliver timely, accurate and professional customer service to all of our customers. We are obsessed with our customers and we are seeking candidates who enjoy problem solving and supporting customers with issues like: technical problems, warranties, promotions, maintenance, and much more!

You will spend time with customers to understand their needs and drivers, and design reliable and cost-effective solutions. In this role, you ll work directly with a variety of customers and help them take the best of their installations. You ll have a chance to build your own team as you may discover the different needs that we must provide to our customers. Therefore experience in recruiting/building teams and customer service from the ground is crucial for your success in this role.

Tasks

• Understand customer needs by directly talking to them and engaging in the day to day requests.
• Develop the necessary resources to answer these needs in the last stage of our funnel.
• Build your team from the ground and adapt the recruitment based on the current needs of the business.
• Identify and create team owned processes within the customer service scope.
• Develop team information Wiki, work instructions, tools, and training.
• Develop and lead innovative projects designed to simplify current processes, reduce cycle time for launch and implement solutions.

Requirements

• Hard Skills - Bachelor s degree (or equivalent practical experience).
• Entrepreneur mindset - Proven track record of how to effectively develop, launch and monitor the execution of a customer service program for 0 to 1 and from 1 to 10.
• Data Analytics You will need to have skills to extract and manipulate large and complex datasets.
• Soft Skills You will have to communicate results and status updates to stakeholders and Senior Management. You will have interacted with a wide range of customers and have a centric customer culture. Team management and recruiting skills are fundamental.
• High tolerance for ambiguity and a demonstrated ability to over deliver on customer's expectations.
• An unparalleled curiosity to learn and challenge the status-quo.
• A strong motivation to have a positive impact on the planet and to change the way people think about energy production.
• A native Spanish speaker and fluent in English; other European languages is a plus.

Benefits

Some perks

• Working parents-friendly environment.
• A chance to learn from an experienced team.
• A diverse, inclusive, and fun international team.
• Growth opportunities with regular lunch & learn sessions.
• Open and regular communication about our direction and progress.
• A meaningful job - we are driven by the desire to make a positive impact.
• An opportunity to experience first-hand the beginning phase of a startup.

Diversity & Inclusion

Diversity and inclusion are important to us, and we re constantly working to improve these aspects. At Sunhero, we don t just accept our differences, we fully support and celebrate them. We re committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, or gender identity or expression. We strive to be an equal opportunity workplace.