Energywise Ireland is a leading company in the renewable energy sector focused on sustainable solutions and innovative technologies. Our mission is to improve energy efficiency and reduce carbon footprints across various industries
The Customer Success Lead will be responsible for overseeing customer interactions across telephone and inbound channels, ensuring a structured, efficient and customer-centric approach to all communications. This role will focus on driving process improvements, managing call activity, handling escalations, and implementing more automated and coordinated systems to ensure a smooth customer journey from initial enquiry through to post-installation follow-up
Responsibilities:
- Oversee incoming calls management, ensuring prompt, professional and consistent handling of customer enquiries
- Coordinate outbound call activity (sales follow-ups, customer engagement and service updates)
- Manage phone line resourcing to minimise delays and missed opportunities
- Implement structured call handling processes, including scripts where appropriate
- Manage and optimise lead allocation across sales and operations teams
- Identify and address bottlenecks in the customer journey
- Work closely with sales teams to drive responsiveness and engagement
- Implement structured customer feedback processes, including post-service follow-ups. Proactively contact customers to gather insights and identify improvement areas
- Support and optimise customer interactions through AI-driven voice agents, ensuring a seamless, accurate, and high-quality customer experience across all touchpoints.
- Act as the primary point of contact for escalated queries and complaints, taking ownership of issues through to resolution, ensuring clear communication
- Drive a more automated and coordinated approach to customer communications
- Identify opportunities to streamline processes using CRM and call management systems
- Manage and support voice agents / customer service team members
- Support training and development to maintain high service standards
- Promote a customer-first culture across the organisation
Key Requirements
- Proven experience in customer service, customer success, ideally at a lead level
- Familiarity with the renewable industry being an advantage
- Experience designing and improving processes to enhance operational efficiency
- Ability to handle escalated customer issues in a professional, solution-focused manner
- Strong communication and interpersonal skills
- Highly organised with the ability to manage multiple priorities
- Experience with CRM systems (e.g. HubSpot) or customer service tools is advantageous
- Familiarity with advanced customer service tools such as voice agents would be an advantage.
- Customer-focused with a proactive approach to problem-solving
- Strong leadership and team coordination skills
- Process-driven with strong attention to detail
- Resilient and composed under pressure
What we offer:
- A competitive salary.
- Participation in our pension scheme with Irish Life.
- Health cover with Laya Healthcare.
- 20 days annual leave + 2 company days. Additional Leave for years of service.
- Opportunities for professional development and career advancement.
- The chance to be part of a company at the forefront of sustainable energy solutions.
- A supportive and collaborative work environment.
If you are enthusiastic, possess the required skills, and are ready to contribute to our mission of sustainable energy solutions, please submit your resume and cover letter.
We are an inclusive employer committed to building a diverse and equitable workplace where everyone feels valued and empowered to contribute their best. We welcome applicants of all backgrounds, identities, and experiences, and are dedicated to fostering a culture of respect, collaboration, and belonging. If you are passionate about making a positive impact and thrive in a dynamic environment, join Energywise Ireland on the journey towards a greener and sustainable future!
Job Types: Full-time, Permanent
Benefits:
- Company events
- Employee discount
- On-site parking
Education:
Work authorisation:
Work Location: In person
