Customer Success Advocate

ev.energy set up in 2018 to make electric vehicle charging greener, simpler and cheaper. We do this by ingesting real-time data from various sources which, partnered with our smart-charging algorithm, means we align charging sessions with energy from renewable sources, helping drivers avoid charging their car at peak times using fossil-fuel derived energy.

EVs are growing in popularity; a third of new cars sold by 2030 will be electric. At the same time, power outages in the US have already grown 64% from the previous decade, and the rise of EV ownership will likely cause further strain. Solutions like ours offer a way to reduce this demand on the grid, benefitting utilities as well as drivers and the environment.

To make this happen we’ve brought together a great team of 100+ bringing expertise from previous roles at National Grid, Tesla, Amazon, Enel-X, Meta and others, secured over 50m USD in funding, and achieved accolades like ‘World’s Best Energy Start-Up’ in the Free Electrons programme. We’re looking for more mission-driven and talented folk to join the team, working remotely in either Europe or North America, to drive change for the better.

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. 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.

What will you be doing? 

  • Helping our EV drivers enrol 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 (US or Canada) 

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

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 65,000 USD per year as well as equity, 401k, health insurance and generous annual leave. Please note this is a 1 year contract and not a permanent position. 

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