Customer Care Specialist – Complaint Management (m/w/d) – Renewable Energy Solutions & Smart Grid Platform

About arenaflex – Pioneering the Energy‑Software Revolution

At arenaflex we are building Europe’s leading energy‑software platform, known as “Heartbeat”. This innovative solution creates a virtual power plant by seamlessly connecting photovoltaic systems, battery storage, heat pumps and electric‑vehicle charging stations. By doing so, we dramatically increase the profitability of interconnected customer installations and empower households to become climate‑neutral, efficient, and mobile.

Our vision goes beyond technology. We provide a One‑Stop‑Shop for the purchase, design, and installation of intelligent energy systems, enabling every home to transition to clean energy with confidence. In parallel, our technology division continuously enhances the Heartbeat software, extending its reach to customers worldwide and delivering the cheapest and cleanest electricity tariffs on the market.

If you are passionate about the energy transition and want to be part of a fast‑growing, purpose‑driven organization, arenaflex offers you the platform to make a tangible impact.

Why This Role Matters – Your Mission as a Customer Care Specialist

As a Customer Care Specialist focused on complaint management, you will be the frontline guardian of our customers’ experience. You will translate complex technical and commercial issues into clear, actionable solutions, while also safeguarding data privacy and legal compliance. Your work will directly influence product quality, process efficiency, and the overall reputation of arenaflex in the rapidly evolving renewable‑energy market.

Key Responsibilities

• First‑Level Support & Stakeholder Coordination: Serve as the primary contact for first‑level inquiries, coordinate with site managers, and monitor feedback on rating portals and social‑media channels.
• End‑to‑End Issue Resolution: Diagnose and resolve complex technical and commercial questions from customers, ensuring each case is closed with a satisfactory solution.
• Data‑Protection & Legal Liaison: Process data‑protection requests and legal inquiries in close collaboration with the legal department, maintaining strict compliance with GDPR and other regulations.
• Cross‑Functional Bridge Builder: Act as the communication hub between customers, the Customer Care team, product specialists, and regional subsidiaries, guaranteeing consistent information flow.
• Fault Identification & Support: Detect hardware and software anomalies, document findings, and assist technical teams in implementing corrective actions.
• Complaint Analysis & Process Optimization: Analyze root causes of complaints, spot process gaps, and propose improvements that enhance efficiency and customer satisfaction.
• Knowledge Sharing & Training: Create and update internal knowledge bases, and mentor junior team members on best practices for handling complex cases.

Essential Qualifications

• Minimum three years of proven experience in a customer‑service or support role, preferably within a technology‑driven environment.
• Strong technical affinity with a genuine interest in renewable‑energy technologies such as solar PV, battery storage, heat pumps, and EV charging infrastructure.
• Excellent communication skills in German (C‑level fluency); additional language skills are a distinct advantage.
• Demonstrated ability to translate intricate technical concepts into clear, customer‑friendly language.
• Solid understanding of data‑protection regulations (e.g., GDPR) and experience handling privacy‑related inquiries.
• Proactive problem‑solving mindset, with a track record of identifying root causes and driving process improvements.

Preferred Qualifications & Nice‑to‑Have Skills

• Experience in the energy‑tech sector or familiarity with smart‑grid platforms.
• Background in handling complaints within regulated industries (e.g., finance, telecommunications).
• Certification in ITIL, COPC, or similar service‑management frameworks.
• Basic knowledge of scripting or automation tools (e.g., PowerShell, Python) to streamline repetitive tasks.
• Experience working in a multilingual, multicultural environment.

Core Competencies for Success

• Customer‑Centricity: A genuine passion for helping people and improving their experience.
• Analytical Thinking: Ability to dissect complex issues, identify patterns, and recommend data‑driven solutions.
• Collaboration: Comfortable working across departments, influencing without authority, and building consensus.
• Adaptability: Thrive in a fast‑paced, high‑growth setting where priorities can shift quickly.
• Resilience: Maintain composure and professionalism when dealing with challenging or escalated situations.
• Digital Literacy: Proficient with CRM systems, ticketing platforms, and modern communication tools.

Career Growth & Learning Opportunities

At arenaflex, your development is a priority. You will have access to:

• Structured mentorship programs with senior leaders from product, engineering, and operations.
• Continuous learning budgets for certifications, workshops, and conferences focused on renewable energy, customer experience, and data protection.
• Opportunities to transition into specialized roles such as Product Support Engineer, Process Improvement Analyst, or Customer Success Manager.
• Participation in cross‑functional innovation labs where you can contribute ideas that shape the next generation of the Heartbeat platform.

Work Environment & Culture at arenaflex

We foster a vibrant, inclusive, and purpose‑driven culture where every voice matters. Our offices are located in the heart of Hamburg, Berlin, and Munich, featuring modern workspaces designed for collaboration and creativity. Remote work is fully supported, giving you the flexibility to balance personal and professional commitments.

Key cultural pillars include:

• Flat Hierarchies: Direct access to senior management and rapid decision‑making.
• Impact‑Driven Projects: From day one you will own meaningful responsibilities that directly influence the energy transition.
• Team Spirit: Regular team‑building events, hackathons, and knowledge‑sharing sessions.
• Diversity & Inclusion: A workplace where diverse backgrounds and perspectives are celebrated.

Compensation, Perks & Benefits

While exact salary ranges are tailored to experience and market standards, arenaflex offers a competitive total‑reward package that includes:

• Performance‑based bonuses aligned with company and individual goals.
• Comprehensive health insurance (medical, dental, vision) and wellness programs.
• Generous vacation allowance plus additional days for volunteering.
• State‑of‑the‑art technical equipment for both office and home use.
• Access to over 7,600 sport partners through the EGYM‑Wellpass for fitness and recreation.
• Flexible mobility options, including Jobrad‑Leasing for city‑bikes or e‑bikes.
• Exclusive employee discounts via Futurebens, covering a wide range of products and services.
• Regular social events, catered lunches, and a vibrant office atmosphere in central locations.

How You Contribute to the Energy & Mobility Transition

Every complaint you resolve, every process you improve, and every insight you share directly supports the megatrend of the energy‑ and mobility transition. By ensuring that customers experience reliable, affordable, and clean energy solutions, you become an essential part of the sustainable transformation of Europe’s energy infrastructure.

Apply Today – Join arenaflex’s Mission‑Driven Team

If you are ready to combine your customer‑service expertise with a passion for renewable energy, we invite you to apply now. Become a catalyst for change, grow your career, and help shape a greener future with arenaflex.

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