Head of Customer Operations - Service, Engagement & Claims
Core
Lead the end-to-end customer service, engagement, and claims operations for a new energy retail platform, designing omnichannel support models and AI-assisted workflows.
Role type
Head of Customer Operations (Service, Engagement & Claims)
Builds
Omnichannel support model, ticketing operation, proactive lifecycle communications, and claims process for energy retail customers.
Domain
Energy retail / Utilities
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Customer operations leadership, service process design, omnichannel strategy, claims management, team building, AI use case identification, CRM/ticketing ownership, regulatory compliance, stakeholder collaboration
Preferred skills
Energy retail background, Spanish market experience, European market expansion experience, BPO management, workforce management, BPMN/collaboration tools
Technologies
Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, Genesys, Talkdesk, Jira, Confluence, Miro, Visio, Signavio
Responsibilities
Design omnichannel service model across phone, email, chat, WhatsApp, app and self-service portal; Build the ticketing operation with taxonomy, routing, SLA framework and capacity planning; Design proactive lifecycle communications for onboarding, billing, and retention; Own the service side of retention including churn-signal detection; Build the claims process end to end; Ensure compliance with statutory response deadlines and formal complaint frameworks; Act as business owner for the support stack (CRM, telephony, knowledge base); Hire, structure and lead the customer operations team; Identify and prioritize AI use cases across the support chain
Seniority
Senior, hands-on IC with team leadership
