Customer Operations Expert - Service, Engagement & Claims with energy BtoC background
Core
Design and lead the end-to-end customer service, engagement, and claims function for a new energy retail platform, building a fast, compliant, and AI-assisted support model across Spain and expanding European markets.
Role type
Senior Customer Operations Leader (Energy B2C)
Builds
Omnichannel service model, ticketing operations, proactive lifecycle communications, and claims processes for a digital energy retail platform.
Domain
Energy retail (power and gas) in Europe, specifically Spain, France, Germany, and Italy.
Required skills
Customer operations leadership, service design, claims management, AI use case identification, team building, regulatory compliance, omnichannel strategy, CRM/ticketing ownership.
Preferred skills
Energy retail background, experience in Spanish/European markets, BPO management, workforce management, BPMN/collaboration tools.
Technologies
Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, Genesys, Talkdesk, Jira, Confluence, Miro, Visio, Signavio.
Responsibilities
Design the omnichannel service model, build the ticketing operation, own the service side of retention, build the claims process end to end, act as business owner for the support stack, hire and lead the customer operations team, identify AI use cases.
Seniority
Senior, hands-on IC with team leadership
