Technical Support L2 (Spain + Southern Europe)

Technical Support L2 Lead Southern Europe

Present in 96 countries, we are dedicated to changing the way the world uses energy through advanced electric vehicle charging and energy management systems. We have the headquarters in Barcelona and manufacturing facilities in Spain (Barcelona), and the US (Arlington, Texas). We are rapidly becoming a leading company in the market. In 2021, we were listed on the New York Stock Exchange (NYSE WBX), allowing us to garner acclaim and win prestigious design awards (the IF Design, Good Design, and RedDot Awards). In 2022, we acquired ARES (an assembly electronics company) and COIL (Installers of turnkey EV charging solutions). One year later, in 2023, we acquired ABL, the leading German EV charger manufacturer, which has allowed us to have a stronger presence in Europe. The role of Regional L2 Lead Southern Europe is responsible for ensuring that strategic customers (especially NALs) derive maximum value from our Home & Business products (hardware and software). This role guarantees that customers receive the highest-priority and most qualitative service attention and support. Responsibilities include : Act as the main point of contact for key accounts, ensuring customer satisfaction, retention, and growth after the distribution agreement is signed and the first purchase is consolidated. Monitor customer health metrics (CSAT, AHT, FTR, churn risk) and take proactive actions. Coordinate with L2 / L3 support teams to expedite resolution of critical issues for strategic accounts. Communicate known issues, timelines, and workarounds clearly and professionally to customers. Translate customer feedback into service enhancement requests and escalate when necessary. Lead onboarding sessions with partners, ensuring smooth adoption of new fixes and known issue resolutions. Identify and propose upsell opportunities (maintenance, support, spare parts, etc.) by aligning value realization with customer roadmaps. Act as a customer advocate internally, ensuring follow-up and implementation of key improvements and fixes. Requirements : Proven experience (3–5 years) in customer success, technical support, or account management. Strong understanding of customer health metrics and data-driven decision making. Excellent communication skills with the ability to manage both technical and executive-level stakeholders. Ability to work cross-functionally in a matrix environment. Proactive, problem-solving mindset with a focus on customer satisfaction and retention. Spanish Native Speaker and English Fluent Benefits : Hybrid work schedule and half Fridays First-class private health, dental, and life insurance after your first month at Wallbox Flexible compensation tickets valid for transportation, childcare, and restaurant / food delivery apps Unlimited access to LinkedIn for all your learning and development needs Car discounts & special advantages if you choose an EV! Variety of breakfast and lunch dishes, every day, at a discounted price at our canteen We are dedicated to providing equal employment opportunities regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. We aim to cultivate a more equitable workplace.

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