Customer Operations Specialist (m/w/d)

We're making electric vehicle ownership as smart and as simple as possible by building the giant, virtual charging platform of the future.

In just four years, Octopus Electroverse has grown to become one of the largest eMobility players globally, with over 1 million connected electric vehicle chargers and a customer ecosystem spanning web, iOS, Android, CarPlay, Android Auto & Automotive OS, and more.

But it's just the start: we're busy expanding internationally, working with more automotive and tech partners, building exciting new features at scale, and creating the integrated charging experiences of the future - all in the name of making public EV charging super simple for customers.

Electroverse is a multifunctional team made up of product, development, commercial, operations, marketing, partnerships and more - all focused together on making Octopus the go-to name in EV charging.

About the role

We're looking for a Customer Specialist to join our operations team and delight our customers as we grow Electroverse. You'll speak to our customers over email and online chat, and get stuck in with operational processes.

This is a full-time role based in our Wellington office, with the flexibility to work from home up to 2 days per week. Standard hours are 37.5 hours, Monday to Friday.

You'll

• Take a leading role looking after Electroverse customers: from sign-up questions, card requests, app feedback and more, you'll be the voice of our growing brand
• Deliver high-quality care and support for EV drivers. Octopus is known for its amazing customer service in energy, and we provide that same quality for our EV customers
• Dig into the technical side of the product as you solve customer queries
• Get to grips with social media management and brand tone of voice as you help represent Electroverse on social platforms
• As a core part of the team, you'll stay up to date with the latest Electroverse features and new releases and be able to talk about these with customers
• Work with the wider team to deeply understand the customer ecosystem and suggest ways in which we can improve as we grow

About You

You're someone who gets real energy from talking to customers and helping figure out solutions. You'll:

• Have fantastic written communication skills, able to vary your tone and intended outcome based on who you're speaking to
• Take an organised approach to keeping an eye on day-to-day communications and operations, whilst being willing to turn your attention to new tasks: Octopus Electroverse is growing fast, and we need someone willing to jump on new problems and opportunities as part of the wider team
• Not afraid to get a bit technical - for example, you might be pulling data from our admin portal and reporting it to the wider team
• Prior knowledge of EVs & EV tech isn't required (we're pushing new boundaries after all!), but an interest in and desire to know more about the industry is important

Where necessary, we sometimes use AI tools to help with parts of our hiring process, like reviewing applications or assessing responses. We're lucky to receive a huge amount of interest, so these tools help our recruiters manage that volume, not replace them. Ultimately, every hiring decision (for example, whether to progress your application or not) is always made by a real person in our Talent team. If you'd like to know more about how we use your data, you can reach out to us via email at [email protected]. We're happy to help!