Energy and Sustainability Lead

Categories: Operations Full time

Location: Remote (reporting to Dublin office)

Reference: ESL-291121

We are no longer seeking applications for this role. Thank you for your interest.

🐘 Who are we?

At EnergyElephant our mission is to inspire and help organizations make better energy and sustainability decisions using their data.

We do this by helping them to create, store, organize & analyze all their energy, carbon, transport, water, and waste data in one safe, simple and searchable location (including scope 1, 2 and 3 carbon emissions).

We are one of the fastest-growing sustainability software startups around, using our automation, A.I. and analysis technologies to help companies save time, reduce costs, and improve sustainability results.

We are a fully remote team but we also support flexible work in shared office spaces if required and have regular team meetups/days out.

👀 Who we’re looking for

We are looking for an Energy and Sustainability Support Lead who will focus on supporting people in getting the best out of using EnergyElephant and always put our customers first. You will be joining a multi-talented team of committed problem solvers who are passionate about getting our planet back on track when it comes to a sustainable, safe future for us and for future generations.

We want a passionate, adaptable, self-motivated and preferably experienced Energy and Sustainability Support Lead with a strong knowledge of energy / low carbon / sustainability systems to join us and grow with our company. You will head the inbound and outbound customer support team on engaging with users' queries through our helpdesk system, directing queries to the appropriate team members, assisting with on-boarding new users and generally proactively helping our users to make better energy and sustainability decisions using their data. You will be getting in at the ground floor level with the opportunity to learn, lead and expand your responsibilities as your career develops with us.

🎁 What's in it for you?

  • Competitive benefits and career structure.
  • Growing role as part of an expanding team.
  • Complex but rewarding work in an exciting, innovative and developing sector.
  • Flexible and open work time policy.
  • Work with a fun and exciting team in an area that is making a real world difference.

👷🏾 What you'll be doing

Your responsibilities will include inter alia:

  • Working with the management team on how to streamline customer support (across phone, chat, email and other support channels).
  • Identifying gaps in customer training and support materials, and helping to develop new resources to fill these.
  • Quickly responding to and helping resolve customer support queries or redirect to the most appropriate team member.
  • Ensuring strong customer satisfaction, maintaining service level agreements for support elements, ensuring fast response times and maintaining high net promoter scores.
  • Gathering customer feedback and engaging with the product team in relation to customer requirements and expectations.
  • Supporting the sales team on sales/prospecting work to identify and connect with potential users.
  • Understanding existing and prospective customers’ challenges, business models, success metrics, and efficiently coordinating internal resources to support clients.
  • Aiming to meet and exceed customer expectations.

⭐ Required experience

  • A good general knowledge and keen interest to learn about current energy, climate and sustainability technologies, policies, roadmaps, targets and legislation.
  • Team player, with demonstrated track record of working in and supporting a team.
  • Very strong communication skills across verbal, video and written mediums.
  • A passion for problem solving and thinking outside the box.

🌈 Nice-to-have experience

  • Track record of top performance in a similar role including experience in adapting and designing processes to improve workplace efficiency.
  • Experience in a start-up/early stage business environment.
  • Energy engineering knowledge in renewables, energy efficiency, storage and building management systems in particular with ISO 50001.
  • Work experience in a relevant area to customer support and communicating with customers.