Head of Customer Support and Operations

Tibber is the first fully digital energy company in the world. We’re also the only energy company with the mission to reduce the residential energy consumption in Europe by 20%, and let all homes use energy in a sustainable way. We’re constantly challenging the dinosaurs in the market by using new technology and fresh ideas.

We have tens of thousands of connected electric cars, heat pumps, and smart home devices that the Tibber platform controls for our customers in order to optimize and reduce their consumption and cost. We not only believe that we’re the digital energy company of the future - we’re the energy company of today.

Our growth rate has been truly amazing, and still, we’re just getting started. We’re now looking for our Head of Customer Support and Operations to take our Customer team to the next level. Could you be the next adventurer to join our team?

About the job

We are looking for a results-oriented, tech-savvy head with an ambitious and entrepreneurial attitude to join our team. Our customers are what we value the most, and at the moment our Customer team consists of more than 40 highly engaged employees across four different markets. Our customer team is growing rapidly and we are now looking for someone passionate and experienced to provide leadership and guidance to our team when we now level up our way of working.

You will be responsible for our internal processes related to Customer Operations and Support. You will work on a strategic level, but also hands on in defining processes related to both operations and support. You will analyze data, define and follow up KPIs on a global level and per market. You will work closely with our Team Leads from different markets and Product Managers. You will together with them build a robust Customer team, preparing both our Customer organization to scale up to new markets and support our existing markets. Areas of responsibility

- Professionalize Tibbers approach to Customer Support
- Support the leaders of the House of Customer on both an operational and strategic level
- Way of working with hiring and onboarding
- Securing knowledge level in the team and processes to support up on
- Scaling a high performance team in both existing and new markets
- Stakeholder communication


About you

You have an analytic mindset and a data driven approach to problem solving and have demonstrated capacity to take data-informed decisions. You have several years of experience in a fast-moving environment (e.g. scale ups) and are used to work with global teams. We are looking for you that have excellent communication skills and is not afraid to speak your mind.

Your true passion is to create the best possible customer experience and this reflects on everything you do. You are able to shift your focus across many projects and can manage many things on the fly. You love to build for scale and have that in mind in everything you do.

And most importantly of all, in addition to being able to set the strategic initiatives you are not afraid of getting your hands dirty.

Our Tibber Culture

Being on a mission to fundamentally change an industry as we do also means being prepared for the unexpected. Tibber is a startup in the true sense of the word which means we are on a journey of constant change. We do what others say can’t be done, try and fail together but never lose sight of our users.

Having more than doubled our Tibber tribe in the last year alone means we hire from all over the world, celebrate our differences, and work as well remotely as we do in the office. To get that true team spirit we gather all tribe members every year at a pop-up office - to work, have fun, and explore a new city together.

We work passionately with sustainability and a circular approach, both with our own products and in the entire ecosystem that is affected by everything we do.

Starting out with two passionate founders in 2016, we're now 160+ people working for Tibber in our offices in Stockholm, Førde, Berlin, Amsterdam and Helsinki, and with that very number growing each week, we’re still just getting started. Through 2022 we will expand to new markets, and we are thrilled to be backed by investors like Balderton Capital, Eight Roads Ventures, Founders Fund, and Schibsted.

If you have any questions regarding the position, you can reach out to Chief Customer Officer Linn Hege Helle at linn@tibber.com. She will be happy to tell you more.