Aftercare Team Lead at Octopus Energy

Brighton, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Energy, Customer ServiceIndustries

Requirements

Proven experience in managing customer operations teams, with a starter-finisher and go-getter mindset to seek out and deliver improvements
Exceptional communication and coordination skills, with the ability to manage urgent priorities and busy situations effectively
Curiosity and problem-solving mindset for deep understanding of product functionality
Genuine passion for helping customers maximize their product experience and transforming challenging situations into positive outcomes
Experience working across multiple support channels and coordinating with cross-functional teams

Responsibilities

Serve as the first point of escalation for complex technical issues and difficult customer situations, guiding the team to quick, quality resolutions
Oversee daily rotas, coverage, workflow, and queue management across all support channels, including inbound phone support, HubSpot queries, customer emails, and internal escalations (Community Managers, Slack channels)
Conduct real-time coaching and side-by-side training on call handling, technical diagnosis, and empathetic communication to ensure consistent service quality, efficiency, and a culture of high performance
Proactively identify friction points in the customer journey or internal handoffs (e.g., to Field Engineers or Manufacturers) and suggest practical process and knowledge base improvements to the Manager
Act as the operational bridge between the support team and external teams such as Manufacturers, OE Retail, and Field Teams to coordinate quick resolutions and clarify customer needs
Guide the team in translating tricky technical issues into clear, jargon-free explanations to boost customer confidence and product understanding

Skills

Customer Support

Team Leadership

HubSpot

Technical Diagnosis

Process Improvement

Queue Management

Call Handling

Escalation Management

Slack

Coaching

Octopus Energy

Provides affordable green energy solutions

About Octopus Energy

Octopus Energy provides affordable green energy solutions to households and businesses across multiple countries, including the UK, US, Japan, Germany, New Zealand, and Australia. The company focuses on the renewable energy market and utilizes technology and data to enhance its services. Its main product offerings include direct energy sales to consumers and the licensing of its proprietary Kraken technology platform to other energy providers. This platform helps streamline energy management and improve customer experience. Unlike many competitors, Octopus Energy emphasizes sustainability and offers additional services such as electric vehicle solutions. The company's goal is to make green energy accessible and affordable while promoting the use of renewable resources.

London, United KingdomHeadquarters

2016Year Founded

$2,476.6MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Data & Analytics, Automotive & Transportation, EnergyIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Vacation

401(k) Company Match

Parental Leave

Flexible Work Hours

Company Equity

OE Group Share Scheme

Risks

Increased competition in renewable energy may impact market share.

Rapid international expansion exposes Octopus to geopolitical risks.

£3 billion repayment to UK government could strain financial resources.

Differentiation

Octopus Energy's Kraken platform optimizes energy usage for zero-bill homes.

The company leads in electric aircraft charging with AeroVolt collaboration.

Octopus Energy's global reach includes partnerships in Brazil and Japan.

Upsides

'Zero Bills' initiative could revolutionize sustainable living in the UK.

Partnership with Energisa opens South American renewable energy market.

Investment in Ocergy enhances offshore wind capabilities globally.

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