Customer Operations and Support Team Lead

7 months ago

Kuala Lumpur, Malaysia Powerverse Full time

**About Us**:
At Powerverse, we are empowering people and communities to run their lives on sustainable new energy with ease. Our teams Build Products that Matter, and we value being bold, responsible, and trusted.

Powerverse is a leader in the growing Energy Management market and is owned by Lightsourcebp. We are repowering a smart, connected, electric world that is convenient, economical, and clean. We help companies and consumers benefit from reduced energy prices at lower costs to go green. We make it simpler to shift to an electric world with easier buying, installation, and service journeys by taking away the option overload with our smart AI and automation at the premises.

**Job Overview**:
Your mission will be to ensure that all our customers and partners have a great experience, and you will support the leadership team in identifying opportunities to streamline processes and enhance efficiency, creating a foundation for scalable and efficient customer service operations upon which to build into the future.

**Responsibilities**:

- Build and lead a high-performing team to efficiently manage customer support, technical service, and operational processes.
- Help design and implement service processes and standards to ensure exceptional customer support experiences.
- Collaborate with internal stakeholders across different regions to align support services with overall business objectives.
- Manage the recruitment, training, and development of staff to create a knowledgeable and motivated team.
- Monitor and analyse performance metrics to identify opportunities for improvement and implement solutions to enhance service quality and efficiency.
- Develop and implement strategies to gather and analyse customer feedback, and enhance customer satisfaction and loyalty.
- Foster a culture of continuous improvement, encouraging innovation and the adoption of best practices in customer service and operations management.
- Work effectively with third-party vendors and service providers to ensure our customers receive a consistently high customer service experience.

**Requirements**:

- Bachelor's degree in Business Administration, Operations Management, Engineering, Computer Science, or a related field.
- Minimum 5 years experience in customer service and operations, technical support, or related fields, with at least 3 years in a leadership role establishing or managing an offshore support team.
- Demonstrated success in building and managing diverse teams in a high-volume, fast-paced environment. Ability to lead and inspire a team, fostering a collaborative and high-performance work environment.
- Strong understanding of customer service excellence principles and best practices, combined with a customer-centric mindset and a passion for delivering exceptional customer experiences.
- Excellent strategic planning, problem-solving, and decision-making skills.
- Proficient in data analysis and performance metrics to drive operational improvements.
- Outstanding communication and interpersonal skills, with the ability to engage effectively with internal teams and external partners.
- ** Fluency in English is mandatory**; proficiency in additional European languages is a plus (but not essential).

**Highly Desirable**:

- Experience in software, IoT devices, ecotech or renewables industries.
- Knowledge of international business operations and cultural sensitivities.
- Familiarity with CRM systems and other customer service software.

**Why Join Us**:
Join a dynamic and innovative team that values creativity, collaboration, and customer focus. You will have the opportunity to make a significant impact on our customers' experiences and contribute to the growth and success of our business.

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