Giga Energy

Head of Client Services

Giga Energy

full-time

Posted on:

Location Type: Hybrid

Location: California, Texas • 🇺🇸 United States

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Job Level

Lead

About the role

  • Lead all client services functions including order management, customer support, and account management
  • Transform reactive operations into proactive customer success programs that drive repeat business and expansion revenue
  • Manage day-to-day customer communications across multiple channels (email, Slack, Telegram, WhatsApp, phone)
  • Own critical incident response including customer escalations, wide-scale quality issues, and on-site product failures, coordinating rapid resolution across engineering, production, and leadership teams
  • Manage order management process from quote acceptance through delivery and invoicing, coordinating between sales and production
  • Develop customer success playbooks that increase retention, satisfaction, and wallet share
  • Collaborate cross-functionally with sales, production (China), engineering, and finance teams
  • Navigate international operations including time zone coordination and cultural communication differences
  • Implement and optimize customer relationship tools (HubSpot, Monday, Slack, etc.) to improve efficiency
  • Track and report on key metrics: CSAT, NPS, order cycle time, issue resolution time, repeat purchase rate
  • Identify opportunities for process improvement in order fulfillment and customer communication
  • Build customer feedback loops that inform product development and operational improvements
  • Manage customer expectations during complex, multi-month infrastructure projects
  • Create documentation and training materials for customer onboarding and self-service
  • Hire and develop client services team as company scales

Requirements

  • 7+ years in customer success, client services, or operations roles with increasing responsibility
  • Startup or high-growth company experience navigating evolving organizational structures
  • Proven track record managing both operational execution (order management, support tickets) and strategic customer success initiatives
  • Experience working across international teams and managing time zone/cultural communication challenges
  • Strong systems orientation with hands-on experience using HubSpot, Monday, Slack, or similar platforms
  • Ability to build processes and systems from scratch while managing day-to-day operations
  • Excellent problem-solving skills with a "figure it out" mentality for putting out fires
  • Experience in B2B businesses with complex, high-value transactions or project-based sales
  • Strong cross-functional collaboration skills, particularly with sales and operations teams
  • Data-driven approach to measuring customer health and operational performance
  • Comfortable with ambiguity and able to shift from reactive to proactive work as organization matures
  • Bachelor's degree in Business, Operations, Communications, or related field
Benefits
  • Subsidized health, dental, and vision insurance
  • Significant equity in a profitable, IPO-bound company
  • 401(k) with 4% employer match
  • Unlimited PTO
  • Parental leave
  • FSA/HSA options
  • Commuter benefits
  • Monthly team onsites across all offices

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
order managementcustomer supportaccount managementcustomer success programsprocess improvementcustomer feedback loopsdata-driven approachoperational executionstrategic customer success initiativesB2B transactions
Soft skills
problem-solvingcross-functional collaborationcommunicationadaptabilityleadershipcustomer expectation managementteam developmentcultural communicationproactive mindsetsystems orientation
Certifications
Bachelor's degree in BusinessBachelor's degree in OperationsBachelor's degree in Communications