Giga Energy · 2 hours ago
Head of Client Services
United States
Full-time
Remote
Director/Executive
7+ years expGiga Energy is a company that builds electrical infrastructure and is looking for a Head of Client Services to transform their client operations. The role involves managing customer support and order management while developing proactive customer success programs to drive recurring revenue.
Electrical DistributionEnergyEnergy Management
Responsibilities
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
Manager 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
Qualification
Required
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
Preferred
Experience in infrastructure, manufacturing, construction, or hardware businesses
Background managing customer operations for companies selling physical products with long lead times
Familiarity with data center, energy, or industrial equipment industries
Experience transitioning a customer support function into a revenue-driving customer success organization
Mandarin or Spanish language skills for international team coordination
Technical aptitude to understand complex product specifications and customer requirements
Experience with customer communications via non-traditional channels (Telegram, WhatsApp, WeChat)
Background in both operational roles and customer-facing relationship management
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
Company
Giga Energy
Energy Infrastructure to Power the Modern World
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$3.4MKey Investors
Magic Internet MoneyTen31
2022-03-01Seed· $2.3M
2021-08-01Pre Seed· $1.1M
Leadership Team
Brent Whitehead
Co-Founder
Recent News
Seattle TechFlash
2025-12-17
Company data provided by crunchbase