Customer Experience Specialist (m/f/d)

tado° is the European market leader for smart products and services to manage your energy consumption and control your climate at home. Our mission is to help households save energy and drive forward the green energy transition in Europe. We are internationally recognized for our excellent user experience, our unmatched compatibility, our award-winning elegant hardware design, and for being truly open with major smart home platforms. Over 200 employees from 45 nations contribute every day to the success of our company, share their ideas, and are part of a dynamic and highly professional value chain. We want to make a difference, challenge our business every day and find new colleagues who are just as passionate about our products as we are!

The role

As part of the Executive Customer Relations team (CX department) you will help building and creating a path that our customers enjoy taking. We are looking for a proactive, enthusiastic individual that has a flair for leading initiatives that go above and beyond for customers. An agile thinker who is willing to question the status quo and offer creative alternatives characterises the perfect candidate.

So if you are driven, detail-oriented, and ready to make a significant impact on customer experience, we would love to hear from you! Join us in our journey to deliver excellence and innovation in every project we undertake.

The position is offered as a flexible hybrid model with office in Munich and home office possibilities as well as fully remote from anywhere in Germany.

Key Responsibilities

• Assist our clients (mostly via email) with your knowledge of every facet of our product, including consulting, troubleshooting, and escalation follow-up
• Help Professional Installers (usually over the phone) executing installations at our customers successfully
• Support our first and second tiers of support by offering guidance and technical support as required
• Lead projects with a customer-centric approach, ensuring an exceptional customer experience
• Independently manage multiple projects, driving them from conception to completion
• Challenge existing processes and propose improvements to enhance customer satisfaction
• Communicate effectively with all stakeholders, fostering an open and collaborative environment
• Utilise project management experience to oversee project timelines and deliverables
• Identify customer needs and tailor projects to meet these requirements
• Maintain a keen eye for detail, constantly seeking out areas for improvement
• Demonstrate excellent organisational skills to manage complex projects and prioritise tasks
• Collaborate with diverse teams to achieve outstanding results and build lasting relationships

Requirements

• Strong communication skills

• Result & solution oriented way of working as well as a very customer-centric mindset
• A technical strong profile (HVAC system preferred)
• Experience in Project Management
• Previous experience in consumer-focused tech or e-commerce is highly desirable
• Excellent organizational skills and the ability to manage multiple priorities effectively
• Proven ability to work collaboratively with diverse groups and establish ongoing relationships
• Eye for details and improvements
• Fluent in English. Further Italian, Spanish, Dutch or German skills are a BIG bonus!

Benefits

• Flexible working hours to accommodate your schedule and remote-friendly work environment within Germany, with the option for temporary work from abroad within the EU.

• 30 annual paid vacation days and a contribution to your company pension scheme.
• Annual Learning & Development budget for your professional and personal development, including training, coaching and subsidized German language courses.
• Learning from highly-skilled colleagues through an open, appreciative feedback culture.
• Discounted access to gyms and courses through “EGYM” for your fitness and work-life balance.
• Health care activities by company doctors such as vaccination, skin screenings, and mental health service via HelloBetter.
• Free Tuesday lunch in the office, company-wide events, regular “Beer O’clock” afterwork events, and various sports events throughout the year.

tado° is an equal opportunity employer and we are striving for a diverse workforce. Thus, we recruit talented individuals based solely on their competencies and skills, without any regard to their race, ethnicity, sex, sexual orientation, age, religion, belief, or disability.