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Customer Success Advocate - USA

  • 58600 - 58600 USD per Year
  • Full Time
  • Posted : a week ago

We set up in 2018 to make EV charging simpler, greener and cheaper for drivers, to encourage EV adoption and reduce carbon emissions. Core to our platform is a proprietary smart-charging algorithm, dynamically aligning charging with intermittent low-carbon electricity, reducing carbon emissions from grid electricity by as much as 70%.

We’ve so far secured over 13m USD in funding and achieved the title of ‘Best Energy Startup in the World’ when we won the Free Electrons programme. We’ve brought together a high performing team bringing expertise from their previous roles at National Grid, Bulb, BCG, Meta, Amazon, BBOX and more, and pride ourselves on the inclusive and collaborative culture we’ve created.

We’re looking for more talented and passionate folk to join our mission to make EV charging greener, as we push to have over a million drivers using our product globally.

The role

Following a number of major contract wins, we are looking for a Customer Success Advocate to support the delivery and execution of some of our residential EV charging programs. Reporting directly to the Head of Customer Success and working closely with the Head of North America and his team, you will support our utility and CCA partners across the US as they launch and grow residential EV charging programs that help EV drivers save money while delivering tangible grid and environmental benefits.

We are looking for someone to work on the US or Canadian West Coast, and be happy and comfortable working Wednesday to Sunday shift patterns.

What will you be doing?

  • Helping our EV drivers enroll into managed charging programs programs, which involves connecting their vehicle or charger to ev.energy and verifying their account details and eligibility. This will require you to be able to liaise between the utilities, our project managers and the EV drivers themselves;
  • Troubleshooting and resolving any issues that our EV drivers face as they participate in these utility programs, related to charging, data collection and incentive administration;
  • Calculating and administering any financial incentives owed to EV drivers on behalf of utilities, which we sometimes payout via PayPal, Venmo or Amazon gift card;
  • Keeping our database of energy rates and prices up to date to make sign-up as simple as possible for our drivers;
  • Improving our Customer Success processes as part of an agile team to help us scale across the globe.

What are we looking for?

  • Prior experience in a customer-facing role
  • The ability to translate what people are saying and what they really mean
  • Excellent communication, able to clearly communicate to multiple audiences, via e-mail and on the phone
  • The ability to manage your workload proactively and consistently hit deadlines
  • A team player, supporting your colleagues when you have the capacity
  • Have an understanding of the electric vehicle sector
  • Passion about decarbonization and the green future we're creating!
  • Someone based in North America on the West Coast
  • Someone happy working a Wednesday-Sunday shift pattern

An awesome candidate will have:

  • A track record of improving customer satisfaction in multiple environments;
  • The ability to empathize deeply with our customers and explain their needs to the rest of the team;
  • Excellent communication skills, communicating well to all audiences and fine-tuning their tone of voice, vocabulary and medium to suit the occasion;
  • A well planned and managed personal workload, supporting your peers, finding opportunities to optimize, and managing upwards when more capacity is needed;
  • EV knowledge and insights into the latest trends in the industry, such as when the next car is coming out, or who the best energy supplier is for EV drivers.
  • An understanding of US utilities and how they operate

If you don’t meet all of the above job requirements, please apply anyway! We would love to hear from people from all backgrounds and may be able to tailor the role around your abilities and experience. We value applicants from non-traditional backgrounds, startup or tech experience is not a prerequisite.

How will we support you?

  • Fully-loaded benefits, including medical, dental, vision and life insurance and a 401(k)
  • 24 days of paid leave per year, plus public holidays
  • A brand new Macbook loaded with all the tools and software you need to work effectively
  • Everything you need to work remotely, investing in your home working setup or paying for access to a co-working space
  • Funded access to conferences and professional development trainings
  • Twice-yearly career review cycles to fast-track promotions and career growth within ev.energy
  • Quarterly flights and accommodation for our "team weeks" across the world

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are transparent about salaries internally - this role pays up to 58,600 USD per year as well as equity, 401k, health insurance and generous annual leave.

  • Customer Success
  • Customer Satisfaction
  • Customer Retention
  • Communication
  • Representational State Transfer (REST)

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