💼 About This Role

You'll lead the Voice team handling inbound customer calls at a fast-growing energy tech company. Your core impact is driving operational excellence and coaching your team to deliver fast, clear resolutions. This role uniquely combines people leadership with real-time customer operations in a high-volume environment.

🎯 What You'll Do

• Lead and manage a team of 8+ Customer Operations Specialists handling inbound calls
• Own day-to-day Voice team performance including SLA, CSAT, and resolution times
• Coach team members through quality assurance, call reviews, and performance plans
• Act as escalation point for complex customer issues and drive process improvements

📋 Requirements

• 3–5+ years experience managing a customer support or operations team in a high-volume environment
• Proven leadership skills with ability to set goals and motivate others
• Experience using data and metrics to drive performance and identify trends
• Strong problem-solving and initiative without needing direction

✨ Nice to Have

• Prior experience leading a high call volume Voice team (e.g., call centre)
• Prior experience at an early/growth stage start-up
• Prior experience in the energy space

🎁 Benefits & Perks

• 🏖️ Flexible working hours with regular work from home arrangements
• 👶 Equitable gender-neutral parental leave policies
• 💡 Annual Learning & Development budget for personal growth
• 🧠 Employee Assistance Plan (EAP) for mental health support
• 💰 Competitive salary and share options