About this role
Your mission
Servus und hallo bei uns hier in Sungrow! We're thrilled to introduce a role that keeps our residential energy storage customers happy, heard and helped: the Hotline Performance Manager for Germany and the wider European market.
Curious what this is all about? Let's dive right in:
You steer the daily performance of our external hotline service providers, so customers and installers get fast and helpful support. You define and refine service standards, SLAs, targets and escalation procedures, and track KPIs such as answer rate, speed of answer, abandonment rate, first-contact resolution and customer satisfaction. You run regular performance reviews with providers, spot gaps and agree on corrective and preventive action plans. You work hand in hand with technical support and service operations, so complex cases reach the right team without delay. You turn call volumes, peak-hour demand, complaints and service trends into dashboards, management reports and smarter resource planning. You drive continuous improvement across hotline systems, CRM, ticketing, call routing and monitoring tools, and share customer insights with teams across after-sales.
Your profile
All right, all right, that was intriguing, wasn't it? Now, to thrive in this role and feel at home for a long time, your ideal background looks a lot like this:
You bring experience in customer service, call center or service provider management, ideally in energy, solar, storage or a related technical field. You are confident with KPIs, SLAs and performance reviews, and you know how to turn numbers into clear actions. You enjoy working with data and reporting tools, and you build dashboards that people actually like to read. You are familiar with CRM platforms, ticketing workflows and call routing, and you spot chances to make them better. You communicate clearly and diplomatically, and you can handle escalations and contractual performance discussions with a calm head. You work well with colleagues across technical support, service operations and external partners. You speak German and English at C1 level; other European languages are a plus. You have a degree in business, communications, engineering or a related field, or equivalent practical experience.