Customer Support Specialist

at 
Xeal
Posted on 
17 Nov

Xeal is a technology-first electric vehicle (EV) charging company operating at the intersection of mobility, real estate, IoT, and energy. We are building the next generation of EV charging solutions to take the market from 1% to 100% mass adoption. We tackle the world’s greatest challenges with disruptive, yet practical solutions for the built environment and future of smart cities. Xeal has been adopted by the nation's largest real estate companies to electrify thousands of parking spaces.

The Xeal team is growing quickly and we are looking for a highly motivated and organized self-starter to join our Customer Service Team! This role is based out of our New York City headquarters and we are currently in office 3 days per week.

Who you Are:
- Comfortable communicating with end-users via phone, email, and text
- A professional communicator with a bias for action and resolution
- Someone who is resourceful and has a “roll up their sleeves and get it done” mentality
- A star multitasker who can prioritize and manage time effectively
- Tech-savvy and eager to learn

What you will work on:
- Engage with EV drivers and building managers to resolve reported issues and live-troubleshoot technical problems
- Analyze user logs and back end data to diagnose and escalate issues as needed to product and engineering teams
- Project manage the lifecycle of each support ticket in collaboration with internal and external teams with the goal of improving end users' overall experience with Xeal charging
- Navigate various stakeholder relationships from property managers, drivers, contractors and more
- Meet Key Performance Indicators such as support ticket resolution and response times and customer satisfaction ratings

What you bring:
- 2-3 years of customer service or support experience
- Previous experience or familiarity with product management tools (such as Jira, Retool, Mixpanel, Sentry, SQL) is a bonus.
- Experience working in the PropTech or multi-family real estate industry is a plus.
- Ability to work from our New York City headquarters 3 days a week and/or travel to the office for training or company events
- Genuine passion for the environment and electric mobility

We offer:
- An energetic, high-growth startup environment
- Modern office in Soho complete with ping pong, nitro cold brew on tap, and a gong, of course
- A super fun and collaborative team
- Unlimited PTO
- Health, dental, and vision benefits provided at no cost to the employee
- Team events and outings
- Weekly team lunch and unlimited office snacks

Job Description

Xeal is a technology-first electric vehicle (EV) charging company operating at the intersection of mobility, real estate, IoT, and energy. We are building the next generation of EV charging solutions to take the market from 1% to 100% mass adoption. We tackle the world’s greatest challenges with disruptive, yet practical solutions for the built environment and future of smart cities. Xeal has been adopted by the nation's largest real estate companies to electrify thousands of parking spaces.

The Xeal team is growing quickly and we are looking for a highly motivated and organized self-starter to join our Customer Service Team! This role is based out of our New York City headquarters and we are currently in office 3 days per week.

Who you Are:
- Comfortable communicating with end-users via phone, email, and text
- A professional communicator with a bias for action and resolution
- Someone who is resourceful and has a “roll up their sleeves and get it done” mentality
- A star multitasker who can prioritize and manage time effectively
- Tech-savvy and eager to learn

What you will work on:
- Engage with EV drivers and building managers to resolve reported issues and live-troubleshoot technical problems
- Analyze user logs and back end data to diagnose and escalate issues as needed to product and engineering teams
- Project manage the lifecycle of each support ticket in collaboration with internal and external teams with the goal of improving end users' overall experience with Xeal charging
- Navigate various stakeholder relationships from property managers, drivers, contractors and more
- Meet Key Performance Indicators such as support ticket resolution and response times and customer satisfaction ratings

What you bring:
- 2-3 years of customer service or support experience
- Previous experience or familiarity with product management tools (such as Jira, Retool, Mixpanel, Sentry, SQL) is a bonus.
- Experience working in the PropTech or multi-family real estate industry is a plus.
- Ability to work from our New York City headquarters 3 days a week and/or travel to the office for training or company events
- Genuine passion for the environment and electric mobility

We offer:
- An energetic, high-growth startup environment
- Modern office in Soho complete with ping pong, nitro cold brew on tap, and a gong, of course
- A super fun and collaborative team
- Unlimited PTO
- Health, dental, and vision benefits provided at no cost to the employee
- Team events and outings
- Weekly team lunch and unlimited office snacks

Responsibilities

Requirements

Offer

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