Director - Customer Service (f / m / x)

Job Description

• Build and own Metrify’s digital-first customer service architecture – no traditional call center setup
• Design and implement automated processes for inquiries, claims, and issue resolution ( chatbot, “claims per click”)
• Define service KPIs and dashboards for response time, resolution rate, and satisfaction metrics
• Partner with Product, Tech, and Operations to ensure frictionless customer journeys end-to-end
• Create clean process documentation and scalable feedback loops between customer data and product improvement
• Develop and implement strategies to handle high-frequency, low-ticket customer interactions, similar to mobility startups (e-scooter, EV, last-mile)
• Ensure regulatory and data-handling compliance across all touchpoints

Qualifications

• 5+ years of experience in Customer Operations / Customer Service Leadership, ideally in mobility, logistics, or tech-driven B2C environments
• Proven success in building digital service models (chatbots, self-service, automation) rather than classical call-center setups
• Strong understanding of process design, claim management, and service automation
• High operational drive – ability to balance speed, quality, and scalability
• Excellent English communication skills; German preferred but not mandatory
• Data-driven mindset, comfort working with KPIs and customer insights
• Experience collaborating cross-functionally with Product, Tech, and Operations

Additional Information

• Work in Germany's first green unicorn and actively shape the solar energy revolution.
• The sun shines all over the world - at Enpal you will find a highly motivated and diverse team than 65 different nationalities.
• Would you rather keep your pet company at home or your colleagues at the office? Even after the pandemic, we offer you a hybrid working model
• We fulfill every start-up cliché - in our modern office in Berlin-Friedrichshain, you'll find everything your heart desires, from a ping-pong table and yoga corner to a roof terrace and stocked drinks fridges.
• Your kick-start at Enpal - Get to know the company, your team colleagues and our founder Mario on your onboarding day.
• Stay up to date - Whether it's company figures at our monthly all-hands meetings or how a photovoltaic system works at the Lunch & Learn, you'll always know exactly what's going on.
• Energy transition only works together - At Enpal, you can expect a legendary team spirit and unforgettable team events.
• No mistakes, no progress – we embrace a strong feedback culture and grow with your input.

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