Customer Support Manager

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Customer Support Manager

Virksomhed: Xolta

Xolta A/S is an Ebbefos Holding company which is owned by the charitable foundation Ebbefos Foundation focusing on children’s well-being.  

We are a pioneer in clean energy technology based in Denmark, is dedicated to creating innovative solutions for a sustainable future. Our advanced cloud-connected stationary battery solutions play a pivotal role in storing renewable energy. As part of our growth journey, fueled by our passion for green energy, we are currently seeking a talented and dynamic Customer Support Manager to join our service team. 

So, if you are passionate about making impactful contributions to the clean energy sector and have a proven track record in technical documentation and support, we invite you to be a part of our innovative journey. 

You will join an experienced international and passionate team, dedicated to the green transition through developing impactful lasting products and services to propel the advance of renewable energy. On top of the physical energy storage products and battery packs, the XOLTA offering consists of a cloud-based platform for energy optimization, reseller support functions and end-user interface to the products. 

About the role: 

As Customer Support Manager at Xolta, you will play a key role in helping Xolta to achieve its mission goal of delivering great customer experience.  

The Xolta support team must demonstrate an in-depth understanding of the features as well as technical proficiency, and excellent customer-facing skillsets. As such the Customer Support Manager will monitor and enhance the performance of the team in the areas of productivity and issue resolution, as well as employee satisfaction and development. You will lead, schedule, and coordinate daily work, meetings, and projects relevant to the team’s success.  

You will also drive a continuous improvement plan to support operational needs, cost efficiency and improved customer experience with the implementation of innovative initiatives or projects.  

As part of the support/service leadership team, you will operate in a fast-paced dynamic environment united in one common goal – to be the best! With the challenges you will face in this exciting role, there will be plenty of opportunities to grow both personally and professionally. 

General responsibilities for you to drive and own: 

  • Oversee customer-facing support activities across multiple product lines and regions, ensuring a consistent, seamless, and outstanding customer experience. 
  • Lead and develop frontline and backline support specialists, fostering a customer-focused culture and a sense of urgency. 
  • Manage and optimize the customer support processes and tools, ensuring SLA fulfillment for all customer segments and regions.  
  • Own and resolve customer support issues that have escalated due to their complexity or sensitivity, coordinating with appropriate teams for a timely solution. 
  • Own the operational plans and metrics for the customer support team to meet targets. 
  • Define strategic initiatives to deliver tangible improvements in customer experience, cost efficiency, and team satisfaction. 
  • Develop and drive local language support strategy. 
  • Build strong cooperation with Xolta partner channel to secure great joint service to our customers. 
  • Work closely with cross-functional teams, including product management and development, to ensure timely assistance on product issues and to identify underlying root causes. 
  • Ensure that customer support team contributes to building and maintaining self-help resources such as frequently asked questions, technical documentation, and customer community forums. 
  • Drive accurate forecasting for team’s costs and overall budget accuracy. 
  • Ensure customer support staff are trained and well-equipped to handle inquiries across multiple product lines. 
  • Implement development plans for customer support staff, ensuring they have a clear and well-defined career path. 
  • Maintain individual and team discipline, cohesiveness and morale – make customer support a great place to work. 
  • Stay up to date with industry trends, best practices, and emerging technologies. 

Qualifications for the ideal candidate: 

  • 6 years hands-on work experience in a technical support or engineering role. 
  • 3+ years proven track record of leading a customer support or technical service team. 
  • Bachelor’s or master’s degree in computer science, engineering, or related field. 
  • Excellent organizational, analytical, planning, and problem-solving capabilities. 
  • Ability to build and maintain effective relationships remotely and across teams. 
  • Ability to work independently with minimal management supervision. 
  • Strong customer service orientation with a dedication to meeting and exceeding customer expectations. 
  • Strong team player with the ability to collaborate effectively with cross-functional teams, including engineering and production. 
  • Experience managing multiple service-level agreements in Zendesk, Hubspot, or other dedicated support systems. 
  • Proficiency in English and Danish, with additional languages being a plus. 
  • Knowledge of ITIL concepts and implementation. 
  • Ability to convey technical information to both technical and non-technical audiences effectively. 
  • Knowledge of battery technologies, specifically in the context of grid support and energy storage, is considered an advantage. 

What we offer you: 

Join us at Xolta A/S, where innovation meets passion, and together, we’ll revolutionize the future of energy.

As part of our dedicated team, you can expect: 

  •  Dynamic Work Environment: Immerse yourself in a fast-paced, collaborative workspace filled with enthusiastic colleagues who share your energy and drive. 
  • Impactful Contributions: Take the lead in bringing high-quality, game-changing products to market, reshaping how we consume and purchase energy on a global scale. 
  • Competitive Compensation: Enjoy a competitive salary package tailored to your qualifications, including a pension scheme, to reward your expertise and commitment. 
  • Daily Catered Lunch: Savor daily catered lunches, fueling your productivity and ensuring you have more time to focus on what you do best – excellent customer experience. 

Xolta is an equal opportunity employer, and we encourage candidates of all backgrounds and experiences to apply. Read more about Xolta A/S

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