At ENGIE, we believe the energy transition demands bold thinking and new ways of working. We're building digital products that shape a sustainable future — and we need someone to ensure our clients experience the very best of what we create.

 

This is a rare opportunity to build something from scratch. You'll establish our client services function from day one, designing it around AI and agentic delivery. No legacy systems. No inherited processes. Just a blank canvas and the freedom to define what exceptional, AI-native customer support looks like.

 

 

- Build the entire client services function from the ground up — defining processes, SLAs, tooling, knowledge base, and team structure.

- Design AI-native service delivery as the default, embedding agentic tooling to automate triage, resolve routine requests, and accelerate response times.

- Own the customer support queue end-to-end — triaging, prioritising, and driving tickets to resolution within agreed SLAs.

- Lead incident communication, keeping clients informed and managing expectations with clarity and calm.

- Collaborate with Product and engineering teams to feed back recurring issues, close loops, and drive continuous improvement.

- Stand up production and service metrics, reporting on health, trends, and impact to leadership.

- Enable end users through onboarding, training, documentation, and self-service materials that reduce friction and ticket volume over time.

 

 

- Solid experience in client services or customer support within a software or technical product environment.

- Proven track record managing tickets end-to-end — triage, prioritisation, escalation, SLA adherence, and resolution.

- Experience bridging customers, product, and engineering to resolve issues and channel feedback effectively.

- Confidence owning and reporting on service metrics such as CSAT, response times, and ticket volumes.

- A builder's mindset — you thrive with ambiguity and enjoy creating structure where none exists.

- Genuine enthusiasm for AI and agentic delivery, with a drive to design new ways of working from the start. Hands-on AI tooling experience is a strong plus.

- Excellent communication skills and a calm, organised approach under pressure.

 

 

 

 

- A competitive salary package aligned with your experience and the impact of this role.

- The chance to shape a brand-new function with real autonomy and strategic influence.

- A diverse range of missions — from AI implementation to cross-functional collaboration and user enablement.

- Stimulating, meaningful work at the intersection of technology, customer experience, and the energy transition.

- A friendly, collaborative environment where curiosity and initiative are valued.

- Flexibility and work-life balance to support your wellbeing and long-term career growth.

 

 

At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are. Join us and be part of the adventure of the century!

 

ENGIE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We evaluate qualified applicants without regard to race, colour, religion, gender, sexual orientation, gender identity, national origin, disability, or age.

 

If you require reasonable accommodations during the recruitment process, please let us know. We are happy to support you in any way that ensures a fair and accessible experience.

• A strong feedback loop established with Product and tech leads. 

• End users enabled through training and self-service, keeping ticket volumes down as we scale. 

Skills & Attributes 

• Customer-first mindset with excellent communication and a calm, organised approach under pressure. 

• Entrepreneurial builder — thrives with a blank sheet and ambiguity. 

• Comfortable with data — uses metrics to drive decisions and show progress. 

• Curious about and excited by AI; eager to design new ways of working rather than maintain the status quo. 

• Strong collaborator who builds trust across customers, product, and engineering.