You have 2-3 years of experience in Customer Service, ideally in a tech or hypergrowth environment, and have gained initial experience in leading or coordinating small teams.You possess a genuine "hands-on" mentality: you lead not just through dashboards but feel at home in direct customer contact and ticket systems (such as Intercom or Zendesk).Your strengths include an extremely structured approach to work, empathy, and de-escalation skills – you keep a cool head even when ticket volumes are high.You think in processes and SLAs, have a good understanding of support structures (Level 1 vs. Level 2), and enjoy working with data.You love spending time in the heart of Berlin regularly in the office with your team and other team leads.You are results-oriented, eager to make an impact, and bring proactive ideas for process improvement.
About the job
As the operational backbone of our Customer Services, you will take on the technical leadership of our specialized Level-2 core team (full-time employees & student workers) in day-to-day operations.
You are a true "hands-on" leader, setting an example by efficiently and customer-oriented resolving complex Level-2 tickets (e.g., hardware escalations, billing, legal issues) on a daily basis.
You will coordinate ticket routing and triage between our 1st Level Support (international colleagues in Egypt) and the 2nd Level Support in Germany.
You will be responsible for achieving performance goals and monitoring our SLAs and performance KPIs (response times, resolution rates) to continuously enhance productivity and customer satisfaction.
You maintain close communication with subject matter experts from other departments (installation, legal, portfolio operations) to quickly resolve escalations.
You keep your ear to the ground regarding customer feedback and closely collaborate with our Center of Excellence for AI & Processes: You identify operational pain points in daily operations and provide the insights needed for long-term process automation.
About enpalbv
Our goal is to have a solar system on every roof, a battery in every home, and an electric vehicle in every garage. How do we achieve this? Enpal makes solar energy finally simple: we rent out solar systems, battery storage, and wall boxes at an all-inclusive rate, complemented by an affordable green electricity tariff, integrated into a comprehensive solution.As we embark on our journey to become the largest energy company in Europe, we are just getting started. That’s why we are looking for talents to join us on this path, leave their mark, and celebrate successes together with us. At our company, you’ll find a dynamic work environment, as well as the space to develop personally and professionally and effectively leverage your strengths.To make this energy ecosystem even smarter, we need precise data, digital infrastructure, and scalable technology – and that's where Metrify comes into play.
This job posting is no longer active and is not accepting applications.
You have 2-3 years of experience in Customer Service, ideally in a tech or hypergrowth environment, and have gained initial experience in leading or coordinating small teams.You possess a genuine "hands-on" mentality: you lead not just through dashboards but feel at home in direct customer contact and ticket systems (such as Intercom or Zendesk).Your strengths include an extremely structured approach to work, empathy, and de-escalation skills – you keep a cool head even when ticket volumes are high.You think in processes and SLAs, have a good understanding of support structures (Level 1 vs. Level 2), and enjoy working with data.You love spending time in the heart of Berlin regularly in the office with your team and other team leads.You are results-oriented, eager to make an impact, and bring proactive ideas for process improvement.
About the job
As the operational backbone of our Customer Services, you will take on the technical leadership of our specialized Level-2 core team (full-time employees & student workers) in day-to-day operations.
You are a true "hands-on" leader, setting an example by efficiently and customer-oriented resolving complex Level-2 tickets (e.g., hardware escalations, billing, legal issues) on a daily basis.
You will coordinate ticket routing and triage between our 1st Level Support (international colleagues in Egypt) and the 2nd Level Support in Germany.
You will be responsible for achieving performance goals and monitoring our SLAs and performance KPIs (response times, resolution rates) to continuously enhance productivity and customer satisfaction.
You maintain close communication with subject matter experts from other departments (installation, legal, portfolio operations) to quickly resolve escalations.
You keep your ear to the ground regarding customer feedback and closely collaborate with our Center of Excellence for AI & Processes: You identify operational pain points in daily operations and provide the insights needed for long-term process automation.
About enpalbv
Our goal is to have a solar system on every roof, a battery in every home, and an electric vehicle in every garage. How do we achieve this? Enpal makes solar energy finally simple: we rent out solar systems, battery storage, and wall boxes at an all-inclusive rate, complemented by an affordable green electricity tariff, integrated into a comprehensive solution.As we embark on our journey to become the largest energy company in Europe, we are just getting started. That’s why we are looking for talents to join us on this path, leave their mark, and celebrate successes together with us. At our company, you’ll find a dynamic work environment, as well as the space to develop personally and professionally and effectively leverage your strengths.To make this energy ecosystem even smarter, we need precise data, digital infrastructure, and scalable technology – and that's where Metrify comes into play.