Head of L2 - Customer Service
At Wallbox, based in vibrant Barcelona, we are an industry leader in the fast-growing EV charging sector. Our company specializes in innovative and advanced EV charging solutions. We are seeking an experienced L2 Manager with a background in electronics engineering to lead our Customer Service Center, ensuring top-notch support for our IoT EV charging products and services.
As the L2 Head of Quality for the Customer Service Center, you will have the responsibility of overseeing and guiding the entire Level 2 Customer Support Representatives team. Your leadership will ensure customers receive prompt, efficient, and effective support, enhancing their overall experience with our cutting-edge charging solutions. This role requires a combination of leadership skills, technical expertise in charging and electricity, and a keen eye for UI/UX improvements.
- Lead, mentor, and manage the Level 2 Customer Support Representatives team, fostering a collaborative environment focused on delivering exceptional customer experiences.
- Provide technical direction to the team, assisting them in diagnosing and resolving intricate technical issues related to our IoT EV charging products and the accompanying mobile app.
- Act as the ultimate escalation point for complex customer inquiries or issues requiring in-depth technical knowledge.
- Collaborate closely with cross-functional teams, including R&D and Product Management, to identify recurring problems and champion improvements in product quality and customer support processes.
- Develop and implement comprehensive training programs to enhance the team's technical expertise, product knowledge, and customer service capabilities.
- Monitor key performance indicators (KPIs) and metrics to evaluate team performance and customer satisfaction, leveraging data insights to optimize support workflows.
- Regularly update and refine customer support documentation, including troubleshooting guides, FAQs, and knowledge base articles.
- Participate in regular leadership meetings to provide updates on customer support operations, challenges, and recommendations for enhancement.
- Develop and execute a support strategy for partners, defining special processes for them for high quality delivery.
- Stay abreast of industry trends, technological advancements, and emerging EV charging solutions to ensure the team remains at the forefront of technical expertise.
- Evaluate the user interface and user experience (UI/UX) of our mobile app, identifying areas for improvement to empower users to troubleshoot issues independently.
- Bachelor's degree in Electronics Engineering or a relevant technical field.
- Proven track record 8 years in a customer service or technical support role, preferably within the EV charging industry.
- Previous leadership or managerial experience, demonstrating effective team leadership and motivation skills.
- Strong technical knowledge in EV charging, electricity, and related technical aspects.
- Exceptional problem-solving abilities, with a knack for innovative thinking in a dynamic environment.
- Excellent communication skills, both written and verbal, enabling clear communication of complex technical concepts to non-technical audiences.
- Proficiency in customer support tools, software, and CRM systems.
- Familiarity with mobile app functionality, UI/UX principles, and the ability to suggest user-friendly improvements.
- Detail-oriented with excellent organizational skills.
- First class private health insurance after your first month at Wallbox
- Flexible compensation valid for restaurants & food delivery apps, transportation, childcare, and learning & development.
- Hundreds of discounts in different brands & services with our Wallbox Circle benefits platform
- Car discounts & special advantages if you choose an EV!
- Smartpoint for all your online orders & services at our offices
- Free coffee to fuel those tough Monday mornings
- Variety of breakfast and lunch dishes, everyday, at a discounted price at our canteen
- Learn and grow in a company of over 45 nationalities and counting!
- No suits! Unless it's Carnival or Halloween
Please submit your CV in English
*At Wallbox, we’re committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.