Customer Support Advocate - Hawaii

ev.energy is a technology company on a mission to decarbonize transportation. Recently named “World’s Best Energy Start-up,” we are a diverse and fully-remote team of 70 working on an industry-leading algorithm that obtains real-time data from utilities to charge electric vehicles with the cheapest, greenest energy available while supporting the long-term stability and resilience of the power grid. We are a Certified B Corp™ that operates a smart-charging algorithm that dynamically aligns EV charging with intermittent low-carbon electricity, reducing carbon emissions from grid electricity by as much as 70%.

The role 

Following a number of major contract wins, we are looking for a Customer Success Advocate to support the delivery and execution of the largest residential EV charging program in the United States. Reporting directly to the Head of Customer Success and working closely with the Head of North America and his team, you will offer front-line support to residential EV drivers enrolling and participating in two major utility programs in Hawaii and New York.

As part of an initiative to offer 24/7 coverage to our EV drivers across the world, the working hours for this role will be 1pm - 9pm Hawaiian time, Monday-Friday.

What will you be doing? 

• Helping our EV drivers enroll into managed charging programs programs, which involves connecting their vehicle or charger to the ev.energy mobile app. This will require you to be able to liaise between the utilities, our project managers and the EV drivers themselves using telephone and email communications channels
• Troubleshooting and resolving any issues that our EV drivers face as they participate in these utility programs, related to charging, data collection and incentive administration
• Calculating and administering any financial incentives owed to EV drivers on behalf of utilities, which we sometimes payout via PayPal, Venmo or Amazon gift card

What are we looking for? 

• Prior experience in a customer-facing role
• The ability to translate what people are saying and what they really mean
• Excellent communication, able to clearly communicate to multiple audiences, via e-mail and on the phone
• The ability to manage your workload proactively and consistently hit deadlines
• A team player, supporting your colleagues when you have the capacity
• Have an understanding of the electric vehicle sector 
• Passion about decarbonization and the green future we're creating!

If you don’t meet all of the above job requirements, please apply anyway! We would love to hear from people from all backgrounds and may be able to tailor the role around your abilities and experience. We value applicants from non-traditional backgrounds, startup or tech experience is not a prerequisite.

How will we support you? 

• Fully-loaded benefits, including medical, dental, vision and life insurance and a 401(k) 
• 24 days of paid leave per year, plus public holidays
• A brand new Macbook loaded with all the tools and software you need to work effectively
• Everything you need to work remotely, investing in your home working setup or paying for access to a co-working space
• Funded access to conferences and professional development trainings
• Twice-yearly career review cycles to fast-track promotions and career growth within ev.energy
• Quarterly flights and accommodation for our "team weeks" across the world

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are transparent about salaries internally - this role pays up to 58,600 USD per year as well as equity, 401k, health insurance and generous annual leave.