Director Customer Service (fmx)
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Job Location:
Monthly Salary:
Posted on:
06-11-2025
Vacancies:
1 Vacancy
Job Summary
- Build and own Metrifys digital-first customer service architecture no traditional call center setup
- Design and implement automated processes for inquiries claims and issue resolution (e.g. chatbot claims per click)
- Define service KPIs and dashboards for response time resolution rate and satisfaction metrics
- Partner with Product Tech and Operations to ensure frictionless customer journeys end-to-end
- Create clean process documentation and scalable feedback loops between customer data and product improvement
- Develop and implement strategies to handle high-frequency low-ticket customer interactions similar to mobility startups (e-scooter EV last-mile)
- Ensure regulatory and data-handling compliance across all touchpoints
Qualifications :
- 5 years of experience in Customer Operations / Customer Service Leadership ideally in mobility logistics or tech-driven B2C environments
- Proven success in building digital service models (chatbots self-service automation) rather than classical call-center setups
- Strong understanding of process design claim management and service automation
- High operational drive ability to balance speed quality and scalability
- Excellent English communication skills; German preferred but not mandatory
- Data-driven mindset comfort working with KPIs and customer insights
- Experience collaborating cross-functionally with Product Tech and Operations
Additional Information :
- Work in Germanys first green unicorn and actively shape the solar energy revolution.
- The sun shines all over the world - at Enpal you will find a highly motivated and diverse team with more than 65 different nationalities.
- Would you rather keep your pet company at home or your colleagues at the office Even after the pandemic we offer you a hybrid working model
- We fulfill every start-up cliché - in our modern office in Berlin-Friedrichshain youll find everything your heart desires from a ping-pong table and yoga corner to a roof terrace and stocked drinks fridges.
- Your kick-start at Enpal - Get to know the company your team colleagues and our founder Mario on your onboarding day.
- Stay up to date - Whether its company figures at our monthly all-hands meetings or how a photovoltaic system works at the Lunch & Learn youll always know exactly whats going on.
- Energy transition only works together - At Enpal you can expect a legendary team spirit and unforgettable team events.
- No mistakes no progress we embrace a strong feedback culture and grow with your input.
At Enpal we are proud of the diversity of our team. No decisions are made on the basis of skin colour religion or religious belief ethnic or national origin nationality gender identity sexual orientation disability or age either during recruitment or employment. Enpal stands for a safe workplace and takes action against discrimination and harassment of any kind.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
As the market leader in the PV (photovoltaic) sector in Germany, Enpal has now installed nearly 70,000 solar systems on rooftopsa feat recognized by some of the most prominent investors worldwide. This achievement has made us the first European start-up in the renewable energy sector ... View more
