Powerverse - Installation & Compliance Support Manager

Remote - United Kingdom, Ireland2w ago

Remote EMEA Payments Compliance Manager Support Manager Product Marketing Reporting

Requirements

• A qualified electrician, such as 18th Edition, with domestic installation experience and experience of EV charge point installation compliance, ideally at supervisor or inspection level. • You have worked with installers, contractors or field teams. • You have working knowledge of the UK EV charge point regulations and the DNO process • Experience with other installed home products, such as solar, batteries or heating (nice to have) • Experience in a start-up or scale-up (nice to have) • You can diagnose a problem from a customer's description • You communicate clearly and warmly with householders and with trade partners alike. • You are highly organised and can manage many live jobs at once. • You will bring strong people skills, empathy and a drive to get the job sorted for the customer. • You share our values of curiosity, connection and co-creation, and you are comfortable with change as a start-up learns. • The compliance standards do not move, so we want someone who is resourceful and finds a practical way through when things shift, without bending the standard. • You take ownership and put the customer first, even when the issue sits with a partner. • Why This Role MattersFor a Raya Store customer, the installation is the moment our promise becomes real. When it goes well, a first purchase becomes a long-term customer who trusts us with their home energy. When it goes wrong, the household blames Powerverse, not the installer, and often says so publicly. You’ll be the person who makes sure every installation is smooth, safe and compliant, and you’ll build the standards and foundations that protect our brand as Powerverse grows its direct-to-household business.

Responsibilities

• Compliance and technical sign-off • You will establish and run the process that checks each installation. That covers electrical requirements before installation, review of the completed job and its certificate against UK EV charge point regulations and our own standards, and the sign-off that releases the installer's payment. • You will understand each step, including DNO approval, which installers confirm under our contracts, and you will track that the right paperwork is obtained and stored through the process. • Hardware fault escalation and resolution • You will establish and run how faults are handled. You will work out whether a problem is electrical, hardware or app/software, decide whether it can be fixed remotely or needs an installer visit to the home, escalate through the support levels, and pass repeat faults to our engineers in Limerick so they are fixed at source or escalated to hardware partners. • Installer accountability and brand protection. • You will hold our installer partners to their service levels, from booking to the customer being live on our platform • You will run daily stand-ups on brand protection and the risk of poor installation outcomes. • Technical customer support • You will take some calls and support the first line when needed. Our first-line team handles initial contact, and you are the technical expert behind them. • You will also answer technical questions from installers about orders, installation and setup. • You will hand issues to our L2 support team with full context, so customers do not have to repeat themselves. • Working across the business • You will help Marketing, Sales and Operations understand the hardware in our ecosystem and the installer process, so that understanding is built into how those teams work and sell. • You will report recurring issues to Product, Marketing and Support with clear data, and help fix the root cause. • Data and records • You will make sure the right installation data is transferred into our core systems and keep a record of each job. • You should be comfortable and adaptable using customer service systems to log, track and measure success.

Benefits

• For a Raya Store customer, the installation is the moment our promise becomes real. When it goes well, a first purchase becomes a long-term customer who trusts us with their home energy. When it goes wrong, the household blames Powerverse, not the installer, and often says so publicly. You’ll be the person who makes sure every installation is smooth, safe and compliant, and you’ll build the standards and foundations that protect our brand as Powerverse grows its direct-to-household business. • 25 days of yearly PTO, increasing with tenure up to 28 days • Equipment and office setup budget • Flexible work environment. Most of us work in office Tuesday and Thursday every week in our beautiful London space and enjoy the office snacks • Company pension contribution and private health insurance • Cycle to work scheme and season ticket loan • As a growing company we re-evaluate our benefits continuously and hope to expand them further in the future.