Client Services Lead AI-Native Support
At ENGIE we believe the energy transition demands bold thinking and new ways of working. Were building digital products that shape a sustainable future and we need someone to ensure our clients experience the very best of what we create.
This is a rare opportunity to build something from scratch. Youll establish our client services function from day one designing it around AI and agentic delivery. No legacy systems. No inherited processes. Just a blank canvas and the freedom to define what exceptional AI-native customer support looks like.
What Youll Do
- Build the entire client services function from the ground up defining processes SLAs tooling knowledge base and team structure.
- Design AI-native service delivery as the default embedding agentic tooling to automate triage resolve routine requests and accelerate response times.
- Own the customer support queue end-to-end triaging prioritising and driving tickets to resolution within agreed SLAs.
- Lead incident communication keeping clients informed and managing expectations with clarity and calm.
- Collaborate with Product and engineering teams to feed back recurring issues close loops and drive continuous improvement.
- Stand up production and service metrics reporting on health trends and impact to leadership.
- Enable end users through onboarding training documentation and self-service materials that reduce friction and ticket volume over time.
What You Bring
- Solid experience in client services or customer support within a software or technical product environment.
- Proven track record managing tickets end-to-end triage prioritisation escalation SLA adherence and resolution.
- Experience bridging customers product and engineering to resolve issues and channel feedback effectively.
- Confidence owning and reporting on service metrics such as CSAT response times and ticket volumes.
- A builders mindset you thrive with ambiguity and enjoy creating structure where none exists.
- Genuine enthusiasm for AI and agentic delivery with a drive to design new ways of working from the start. Hands-on AI tooling experience is a strong plus.
- Excellent communication skills and a calm organised approach under pressure.
Location
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What We Offer
- A competitive salary package aligned with your experience and the impact of this role.
- The chance to shape a brand-new function with real autonomy and strategic influence.
- A diverse range of missions from AI implementation to cross-functional collaboration and user enablement.
- Stimulating meaningful work at the intersection of technology customer experience and the energy transition.
- A friendly collaborative environment where curiosity and initiative are valued.
- Flexibility and work-life balance to support your wellbeing and long-term career growth.
Our Commitment
At ENGIE every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are. Join us and be part of the adventure of the century!
ENGIE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We evaluate qualified applicants without regard to race colour religion gender sexual orientation gender identity national origin disability or age.
If you require reasonable accommodations during the recruitment process please let us know. We are happy to support you in any way that ensures a fair and accessible experience.
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