Service Operations Specialist

Position Summary Own end-to-end customer service operations for Residential energy storage (RES) products - covering pre-sales inquiries, installation follow-up and after-sales support - delivering fast, professional resolution for users. Key Responsibilities · Handle customer inquiries and complaints on Residential ESS products: battery/BMS, hybrid inverter, on/off-grid switching, monitoring app, troubleshooting and warranty. · Build and maintain service SOPs, scripts and a knowledge base covering installation, commissioning, alarms and FAQs. · Track tickets end-to-end; coordinate with technical support, installers and local service partners to ensure timely resolution. · Monitor service KPIs (first-time resolution, response time, ect.) and deliver periodic operations reports. · Analyze ticket data to identify top issues and drive improvements with COE teams. · Run proactive outreach (firmware updates, extreme-weather alerts); manage user communities and satisfaction callbacks. Requirements · Bachelor's degree or above; 3+ years in customer service or user operations; 1+ year in energy storage, PV, electrical or home-appliance industries preferred. · Solid understanding of Residential ESS fundamentals: battery systems (BMS), hybrid inverters, on-grid/off-grid operation, EMS, monitoring apps. · Proven experience creating SOPs/knowledge bases and designing service workflows. · Strong data analysis skills (Excel); hands-on with ticketing/call-center systems. · Empathetic communicator, skilled at de-escalating and resolving complaints. · Fluent English (written and spoken) for global markets. Nice to Have · Customer service or after-sales experience with storage brands (e.g., Tesla Powerwall, Huawei, Sungrow, Pylontech, Deye). · Familiarity with MENA market service models. · Community operation or user growth experience. Show more Show less