Customer Operations Specialist (EV Charging)

About us 

The Mobility House (TMH) is shaping the zero emissions future of energy and mobility. Our resilient charging technology makes EV charging reliable and flexible, and provides drivers the freedom of zero emissions, zero cost charging. We integrate flexible charging with energy systems to stabilize the electrical grid and free it from fossil fuels.  

Across Europe, Asia-Pacific, and North America, The Mobility House currently manages more than 2,000 EV fleet charging facilities, charges hundreds of thousands of electric vehicles, and trades power from more than 100 MWh of energy storage. TMH has over 200 employees across its operations in California, Montreal, Munich, Paris, Zurich, and Singapore. For more information visit our website. 

The Role 

The Customer Operations Specialist will contribute to the satisfaction of TMH’s fleet customers, by responding to their inquiries, solving site issues as they arise and addressing their needs in general. This includes educating our clients on our product and software dashboard, responding to calls & emails, and remotely troubleshooting issues with EV chargers.

We are looking to hire two Specialists. They may both be generalists who feel comfortable with every aspect of the role - or we might hire a customer service specialist and a more technically-minded troubleshooting specialist. If you're more interested in one of these roles over another, it would be a good idea to specify this in your cover letter.

In either case, successful candidates will have to demonstrate technical acumen, startup flexibility, B2B experience and impeccable communication skills.

Responsibilities 

• Learn about our EV fleet charging solution ChargePilot, familiarizing yourself with the software, the local controller and the dashboard
• Answer phone calls and respond to emails from our B2B clients
• Troubleshoot site issues as they arise with EV chargers, using remote diagnostic tools and the support of external contractors
• Help clients manage their users and permissions on the dashboard
• Lead training sessions with clients to get them comfortable with both the EV charging service and the dashboard
• Host recurrent meetings with clients to measure their satisfaction and collect their feedback
• Be the advocate for the clients inside TMH, representing their needs with colleagues and our Product team
• Capture all interactions and customer details on Salesforce
• Commit to every decision, action and word in service of customer satisfaction

Requirements

• You demonstrate the autonomy, judgement, empathy and business acumen necessary to understand and meet the needs of sophisticated B2B stakeholders
• Years of experience in a customer service or account management role
• Demonstrated ability to learn technical concepts quickly
• Impeccable communication skills in English, verbally and in writing, including the ability to adapt between technical and non-technical audiences
• Ability to continually and autonomously reassess a set of diverse, shifting priorities
• A track record of resiliently working through challenges
• Eligible to work from Canada
   

Bonus points 

• Speaking the language of energy, even better with actual EV or renewable energy experience
• Living close enough to Montreal to work from our office 1 day per week
• Speaking French
• Genuine passion for our mission never hurts

Benefits

• Competitive compensation – $60,000-$85,000 CAD, plus 12 paid holidays, 22 days PTO, and paid parental leave (Offer details contingent on a range of factors, including skills, qualifications, experience, and candidate location)  

• Growth opportunity – exposure to cutting-edge tech in the EV industry, international partners, and senior leaders  

• Team building – we host company-wide retreat 2x a year and genuinely care one another

• Open feedback culture – we want to grow as people and help each other to do the same   

• Learning opportunities – this is a burgeoning industry, and you’ll gain new knowledge and skills every day   

• Diversity – our small, multicultural team is passionate about The Mobility House’s mission