Middle Customer Success Manager (Crisis Management) Offline

At EVIQO TECHNOLOGIES, we're not just shaping the future of electric vehicle (EV) charging—we’re revolutionizing it. Our mission is to make sustainable energy more accessible, cost-effective, and user-friendly.

We are rapidly expanding in North America and Europe, competing with top brands like Tesla, Autel, and ChargePoint. Our Level 2 EV chargers set new standards in the industry, and we need a seasoned professional to ensure our customers have an outstanding experience with our brand.

Who We're Looking For

This is a senior role for someone who can jump right in, troubleshoot complex issues, and manage critical customer interactions with confidence. We need a problem solver who thrives in fast-paced environments, knows how to de-escalate conflicts, and ensures that even the toughest customers leave satisfied.

If you’re the kind of person who can turn a frustrated customer into a loyal advocate, read on.

What You’ll Be Doing

• Taking ownership of customer interactions, ensuring quick and effective resolution of technical, operational, and experience-related issues.
• Handling escalations and crisis situations, turning negative experiences into positive ones.
• Providing high-level omnichannel support (phone, email, chat, social media) for customers using EVIQO Level 2 EV chargers.
• Identifying patterns in customer feedback and working closely with product, marketing, and development teams to drive improvements.
• Creating and refining processes to improve efficiency and customer satisfaction.
• Proactively researching industry trends, common EV charging issues, and potential troubleshooting techniques to provide cutting-edge support.

Who You Are

• Experienced in senior customer support/customer success (3+ years)—especially in technical, automotive, or electronics-related industries.
• Skilled in crisis management—you stay calm under pressure and know how to handle unhappy customers, prevent escalations, and find solutions fast.
• A natural troubleshooter—you enjoy solving complex issues and aren’t afraid to dig deep to find answers.
• Confident in live phone communication—you can easily handle calls with American and European customers, regardless of accents or frustration levels.
• Independent & proactive—you don’t need hand-holding and can quickly grasp business processes, product details, and support workflows.
• Detail-oriented & organized—you can manage multiple tasks and ensure no issue falls through the cracks.
• Fluent in English (Advanced level)—this is a must.

What We Offer

• Competitive senior-level salary with performance-based reviews every 6 months.
• Autonomy & flexibility—we care about results, not micromanagement.
• Work schedule: PST time zone.
• A direct impact on the company’s reputation & success—your work will directly shape how customers perceive EVIQO.
• Budget for professional development (courses, certifications, etc.).
• Sports & wellness benefits.
• 20 working days of paid vacation.

If you have the experience, skills, and mindset to lead support operations, tackle challenges head-on, and elevate the customer experience, we’d love to hear from you!

Let’s revolutionize EV charging together! 🚀