Customer Experience and Success Lead

About EVIQO

EVIQO is one of the fastest-growing smart EV charging brands in the US residential market, serving customers across the US, Canada, and Europe soon.

We are already among the Top-5 market leaders in the US in our segment and continue scaling rapidly.

Our mission is to build a category-defining EV charging brand that competes with major players like Tesla, ChargePoint, and Autel.

Our core product is a premium Level 2 smart home EV charger combined with a mobile app and software platform that allows users to monitor and remotely control charging, manage and optimize energy consumption, automate charging sessions, and reduce electricity costs.

With up to 50 Amps of charging power, strong hardware positioning, premium customer experience, and a powerful D2C + Amazon growth engine, we are building much more than just a charger — we are building a scalable international brand.

We operate at the intersection of hardware, software, IoT, e-commerce, D2C, and international growth.

The purpose of this role is to ensure a positive post-purchase customer experience through proactive communication with customers, helping them resolve issues related to using their EV
charger and handling order-related concerns in accordance with company policies.

The role also involves maintaining customer experience data, analyzing the root causes of negative customer experiences, and preparing recommendations for the relevant teams to help
eliminate recurring systemic issues.

Expected Outcomes:

• Restore a positive customer experience for at least 50% of customers with open negative cases existing at the time of joining the team (a minimum of 20 successfully
  recovered cases within the first 30 days).
• Proactively prevent negative customer experiences in at least 8 potential high-risk cases during the first 30 days.
• Build a structured tracking system for negative customer experience, categorized by source (product, mobile app, delivery, marketplace content, installation, etc.).
• Prepare the first analytical report with findings and recommendations for the relevant teams within the first 30 days, and continue providing such reports on a monthly basis.
• Reduce the number of negative customer cases by at least 20% within the first six months, compared to the equivalent period before joining the team.

Required Competencies:

• Builds trust, even during difficult conversations with dissatisfied customers.
• Balances empathy for customers with a strong focus on business outcomes.
• Demonstrates excellent written and spoken English communication skills (C1 or above).
• Identifies the root causes of problems rather than only addressing their symptoms.
• Recognizes recurring patterns in customer interactions and turns them into practical insights for the business.
• Takes ownership of results without requiring constant supervision.
• Learns quickly and is able to find solutions independently.
• Demonstrates high personal productivity and effectively prioritizes work.

What We Offer

• Competitive fixed salary
• Performance-based bonus
• Opportunity to build a category leader in the EV charging market
• Fully remote work
• 15 working days of paid vacation per year (available after 6 months of employment).
• 5 paid sick days without medical certificates.
• Sports and professional development budget after successful completion of the probation period