Customer Experience Manager in

About the Role

At empact, we are building the decentralized energy supplier for the building sector, paving the way for a climate-neutral and livable future. We are seeking a dedicated Customer Experience Manager to join our mission at the intersection of energy and real estate. In this remote-friendly role, you will be the heart of our customer relations, ensuring that residents, tenants, and commercial property managers receive professional, transparent, and service-oriented support from their first point of contact through ongoing operations.

• Design and manage the end-to-end customer journey for our energy projects, ensuring a high-quality service experience across all touchpoints.
• Act as the central point of contact for residents, tenants, commercial clients, and property managers, addressing all inquiries regarding our sustainable products and services.
• Orchestrate a structured onboarding process for new customers, explaining our complex product world in an accessible way to build long-term trust.
• Manage inquiries via digital channels and telephone, providing pragmatic solutions and ensuring reliable, rapid communication.
• Maintain and optimize customer master data within our modern software systems and actively contribute to the evolution of our service and process landscape.
• Collaborate closely with internal Asset Management, Project Development, Finance, and Technical Operations teams to continuously improve the customer experience.

• Successfully completed commercial training (Kaufmännische Ausbildung), a degree in Business Administration, or a comparable qualification.
• Proven professional experience in Customer Service, Customer Success, or a similar client-facing role with a passion for delivering excellence.
• Excellent communication skills—clear, empathetic, and solution-oriented—with the ability to remain calm and professional in demanding situations.
• A structured and meticulous working style with high quality standards and the ability to manage multiple priorities simultaneously.
• A genuine interest in energy, real estate, and sustainability topics, with a desire to actively shape the German energy transition (Energiewende).
• Initial experience or familiarity with the energy supply industry, real estate management, or commercial business processes is highly advantageous.

• Flexible Work Setup: Choose where you work best—whether remote, on the road, or at our modern hubs. You have the autonomy to plan your working hours to fit your life and project needs.
• Prime Office Locations: If you choose to visit us, enjoy high-end workspaces in the heart of Cologne, Berlin (Südkreuz), or Munich (Isar).
• Impact and Autonomy: Take ownership of your projects, make independent decisions, and actively design our internal processes.
• Professional Growth: We support your career with individual training programs, technical specialization opportunities, and clear development paths.
• Strong Team Culture: Despite the remote flexibility, we foster connection through regular team meetings, project reviews, and cross-location knowledge sharing.
• Stability and Security: Benefit from a permanent employment contract, 30 days of vacation, and diverse projects with visible real-world impact.
• Additional Perks: Enjoy access to Urban Sports Club or Wellpass, the Deutschlandticket, bike leasing, and other benefits designed to enhance your daily life.

Required Skills