Hi there, we're happy you found your way here! We're Tibber, a tech company with the mission to empower people to use energy smarter and lower the fuel being used unnecessarily all around the globe. We develop products and solutions that help people reduce, or optimize their electricity consumption. We're already helping hundreds of thousands of households and aiming for more!

🚀🚀Job Mission

As a Director of Customer Operations, you are part of the Tibber Support and Backoffice Operations team and will be an integral part of supporting the team's performance so they are able to develop efficient ways of supporting our customers. Some of your responsibilities (but not limited to) will include:

Leading the back office and customer support for the group. You will oversee all support and back office-related tasks in close collaboration with the group's Chief Customer Officer and your 8 direct reports. This is a global team of more than 80 people so a very strategic hands-on person who is willing to roll up their sleeves is critical.

Performance Management. You will help grow, develop, support, engage, and enable your Team Leads. You will help to define strategic objectives and performance achievements for them and their teams.

Workforce planning and forecasting. You will measure, support and enable the achievement of the Customer Success metrics. The focus is supporting customer and back office operations globally, eg, ensuring the number of tickets resolved is more efficient and overseeing manual errand handling related to subscription and invoice handling.

Stakeholder management. You will maintain strong communication (in English) with Quality and Training, Success, and Customer tooling teams where you will ensure we provide high-quality customer experience globally as well as run global operations efficiently.

Creation of KPIs and dashboards. Helping to create and implement customer support and back office KPI metrics and dashboards to ensure that all customer support and back office activities are conducted in accordance with company standards.

⚡⚡️Ideal Profile

Global-customer experience. Familiarity with customer support and back office practices in our current markets (Sweden, Norway, Netherlands, and Germany) as well as other European countries. A strong understanding of how to manage market differences.

Cultural Fit. Understand that this is both a strategic (leadership) and hands-on role, so ideally have experience in both large corporates and PE/VC-owned businesses with a cash-tight environment/reporting structure.

Process-driven. Proven track record when it comes to end-to-end execution and follow-through of processes, and performance plans for a large group in an effective way. You have experience helping make teams scalable from a hiring and performance perspective.

Operational excellence. You have a process-driven mindset and have achieved operational excellence in a scaling-up company. You are very well-versed in building and managing dashboards for KPI/OKR metrics.

Good communication skills. Fluent or native business English (our company language) and any of our market languages are a nice addition but not essential. (German, Dutch, Swedish, and Norwegian).

Leadership skills. Detail-oriented and high-level, a hands-on leader who is driven to inspire, motivate and empower your team to perform efficiently and effectively.

🦹🏽‍♀️👨‍🎤Get Ready For

Innovation. A way to change the landscape of one of the most important industries on the planet.

Growth. A possibility to learn a lot and push the barriers of what you think is possible, with the possibility to grow personally and professionally.

Autonomy. An autonomous and humble culture in a scale-up adventure.

Empowerment. Your voice matters, we are a place to work where laughter and support amongst diverse and inclusive colleagues are guaranteed.

Flexible benefits. Whether this is towards, health, wellness, equipment, or other allowances important to you, we will do our best to accommodate your needs.

💆🏻‍♀️💆🏽‍♂️The Tibber Mindset

Being on a mission to change an industry as we do fundamentally also means being prepared for the unexpected. Tibber is a startup in the words true sense, which means we are on a journey of constant change. We do what others say can’t be done, try and fail together but never lose sight of our users.

We work passionately with sustainability and a circular approach, both with our own products and the entire ecosystem affected by everything we do.

We're very proud of being a mission-driven startup with thousands and thousands of new users every month. Starting out with two passionate founders in 2016, we're now 350+ people working for Tibber in our offices in Stockholm, Førde, Berlin, Amsterdam, Oslo, and Helsinki, and with that number growing each week, we’re still just getting started. Through 2023 we will expand to new markets, and we are thrilled to be backed by investors like Balderton Capital, Eight Roads Ventures, Founders Fund, Summa, and Schibsted.

At Tibber, we are committed to hiring, developing, and retaining exceptional people regardless of race, color, religion, sex, sexual orientation, age, marital status, disability, neurodiversity, or gender identity. We strongly encourage people from underrepresented groups to apply.