Role Summary
The Technical Customer Support Manager - EV Chargers is the first role of its kind at Powerverse. As we launch the Raya Store, our direct-to-consumer shop for smart home energy products and domestic EV charging, you’ll shape what happens between a customer clicking “buy” and their home running on smarter energy. Every order comes with an installation. Our installer partners do the work, but we’re accountable for compliance and the customer’s experience. You’ll own the technical journey from purchase to a working, compliant setup, delivered quickly, safely and right the first time.
You’ll be part of the Customer & Operations team, reporting to the SVP of Customer, and act as the hub connecting our installer partners, Support, Product, Engineering, Marketing and Operations. You’ll be the person who can look at an installation and say whether it was done properly, and who has the experience and confidence to challenge installers when it wasn’t. You’ll build and run our technical compliance sign-off and hardware fault escalation processes, hold installers to their service levels, and give our support team the technical knowledge they need to resolve what customers call about.
You won’t be doing this alone. Our Lab in Limerick is home to electrical and embedded software engineers who work hands-on with our chargers and inverters every day. You’ll learn the hardware quickly alongside them, resolve faults directly with the people who know it best, and come up with the best fix when necessary. You’ll also work closely with Marketing so that what we promise customers matches what we can deliver. You can expect to spend time in Limerick for this role, with a frequency we can determine together.
You’ll thrive here if you’ve built operational processes from scratch before, are comfortable holding third-party partners to account, can spot technical installation problems before they reach the customer, and get excited about fixing broken processes rather than working around them.
What You'll Do
Compliance and technical sign-off
- You will establish and run the process that checks each installation. That covers electrical requirements before installation, review of the completed job and its certificate against UK EV charge point regulations and our own standards, and the sign-off that releases the installer's payment.
- You will understand each step, including DNO approval, which installers confirm under our contracts, and you will track that the right paperwork is obtained and stored through the process.
Hardware fault escalation and resolution
- You will establish and run how faults are handled. You will work out whether a problem is electrical, hardware or app/software, decide whether it can be fixed remotely or needs an installer visit to the home, escalate through the support levels, and pass repeat faults to our engineers in Limerick so they are fixed at source or escalated to hardware partners.
Installer accountability and brand protection.
- You will hold our installer partners to their service levels, from booking to the customer being live on our platform
- You will run daily stand-ups on brand protection and the risk of poor installation outcomes.
Technical customer support
- You will take some calls and support the first line when needed. Our first-line team handles initial contact, and you are the technical expert behind them.
- You will also answer technical questions from installers about orders, installation and setup.
- You will hand issues to our L2 support team with full context, so customers do not have to repeat themselves.
Working across the business
- You will help Marketing, Sales and Operations understand the hardware in our ecosystem and the installer process, so that understanding is built into how those teams work and sell.
- You will report recurring issues to Product, Marketing and Support with clear data, and help fix the root cause.
Data and records
- You will make sure the right installation data…