Head of Client Services

Giga Energy

8d•Onsite

About The Position

Giga builds the electrical infrastructure that powers the modern world. We manufacture transformers, switchboards, and modular data centers for customers across the United States and the globe. Together, our team combines fresh perspectives with deep industry experience to solve real-world problems for our customers. We move fast and think practically. If you're ready to make an impact in an industry that matters, we're looking for people like you. We're at an inflection point. We've proven we can win new customers—now we need to turn them into repeat buyers and expand our wallet share. As Head of Client Services, you'll transform our client operations from reactive order management to proactive customer success that drives recurring revenue. This role sits at the intersection of operations and growth. Today, it's about managing day-to-day customer support, order management, and putting out fires across international operations. Tomorrow, it's about building systems that anticipate customer needs, drive expansion, and create delighted advocates for Giga. You'll manage cross-functional workflows between sales, production teams in China, and customers who communicate via everything from email to Telegram. You'll build the processes and team that can scale as we grow from $150M to IPO-scale revenue. This is a hands-on operational role with the opportunity to define what world-class client services looks like in modular infrastructure. This role will be based in the United States (Houston, Long Beach, or San Francisco). You must be willing to work in the office full-time, outside of our bi-weekly WFH Fridays. Employees will be able to work remotely for up to 4 weeks per year. International coordination: You'll work across time zones with production teams in China, Mexico, and India. Expect early morning or evening calls to coordinate with international operations.

Requirements

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

Nice To Haves

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

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