Head of Customer Operations – Service, Engagement & Claims

Role Overview

Join MET Retail as Head of Customer Operations to shape the company’s customer-facing model, with real ownership from day one. The role covers customer-facing operations, customer engagement, and claim management across contact channels, self-service areas, and support tooling.

What You Will Do

Key responsibilities include designing the omnichannel service model, building the ticketing operation, and owning the service side of retention. You will also act as business owner for the support stack, define functional requirements, and drive business validation before go-live.

Why It Might Be a Fit

The ideal candidate has 5-10 years of experience in customer operations, service management, or contact centre leadership, with hands-on responsibility for building or substantially rebuilding a service function. They must have a university degree, energy retail background, and experience in the Spanish market.

Requirements

• University degree
• Energy retail background
• Between 5 and 10 years of experience in customer operations, service management or contact centre leadership
• Experience in the Spanish market
• Proven experience setting up processes, procedures, and teams from scratch
• Demonstrable, practical experience applying AI in a customer support context
• Fluent Spanish and English, written and spoken
• Experience specifying and rolling out a support stack as business owner
• Experience in a high-volume regulated B2C environment
• Experience managing BPO partners in Spain or nearshore

Benefits

• Competitive salary
• Bonus/commission
• Equity
• Healthcare
• Dental insurance
• Vision insurance
• Paid holidays
• Flexible working hours
• Remote work options