Head of Customer Operations - Service, Engagement & Claims with energy BtoC background
Core
Lead the end-to-end customer service, engagement, and claims function for a new energy retail platform, designing omnichannel support models and AI-assisted workflows for the Spanish market with expansion to France, Germany, and Italy.
Role type
Head of Customer Operations (Service, Engagement & Claims)
Builds
Omnichannel service model, ticketing operation, proactive lifecycle communications, and claims process
Domain
Energy retail (B2C) / Customer Operations
Required skills
Customer operations leadership, service design, claims management, AI use case identification, team building, regulatory compliance, CRM/ticketing ownership, process optimization
Preferred skills
Energy retail background, Spanish market experience, European market experience (France/Germany/Italy), BPO management, workforce management, BPMN 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 including taxonomy, routing, SLA framework, and capacity planning; Own the service side of retention including churn-signal detection; Build the claims process end to end; 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
