Manager, Customer Care - Remote Leader for Solar Industry Customer Experience Excellence

Transforming Customer Experience in the Solar Industry

At PosiGen, we're on a mission to revolutionize the solar energy landscape, and we're seeking a seasoned Manager, Customer Care to lead our customer experience efforts. As a remote leader, you'll be instrumental in shaping the customer journey, driving satisfaction, and fostering a culture of excellence within our Customer Care team.

About Us

PosiGen is a pioneering solar energy company dedicated to making clean energy accessible to all. With a strong presence in the renewable energy sector, we're committed to delivering exceptional customer experiences that set us apart. As an Equal Opportunity / Affirmative Action employer, we value diversity and inclusivity in our workplace, ensuring that all qualified applicants receive consideration without regard to their background.

Job Summary

The Manager, Customer Care is a critical leadership role that oversees the Customer Care team, responsible for guiding customers through the solar project process from contract signing to system activation. This position requires a strategic leader who can drive team performance, ensure proactive customer communication, and collaborate across departments to resolve complex issues.

Key Responsibilities

• Strategic Leadership:
  • Develop and implement a comprehensive customer experience strategy that spans the post-sales solar project process.
  • Define and monitor key performance indicators (KPIs) to measure customer satisfaction, process efficiency, and team performance.
  • Identify opportunities for continuous improvement and innovation within the customer journey.
• Operational Management:
  • Oversee the day-to-day operations of the Customer Care team, ensuring seamless coordination across all phases of the project.
  • Manage team resources effectively, including staffing, training, productivity, and development.
  • Implement and optimize customer relationship management (CRM) tools.
• Team Leadership:
  • Recruit, train, and manage a team of Tier 0 Customer Care Agents within Customer Care.
  • Establish performance goals, KPIs, and metrics for the team, ensuring alignment with company objectives.
  • Conduct regular team meetings, performance reviews, and provide ongoing coaching to maintain high performance and team morale.
• Customer Relationship Ownership:
  • Develop and implement strategies to improve the customer journey post-sale, focusing on reducing friction and maximizing satisfaction.
  • Oversee bi-weekly customer updates throughout the solar installation, activation, and post-activation phase through boarding.
• Escalation Management:
  • Serve as the primary escalation point for complex or sensitive customer issues, ensuring timely resolution and coordination across internal departments.
  • Leverage data and customer feedback to identify recurring issues, providing recommendations for process improvements.
• Cross-Functional Collaboration:
  • Work closely with Operations, Sales, and Customer Care teams to ensure accurate and timely updates on project milestones, system performance, and technical resolutions.
  • Collaborate with Corporate Operations to communicate project statuses and address any delays or changes that impact customers.
• Process Improvement:
  • Develop and maintain SOPs for the Customer Care team, ensuring processes are efficient, scalable, and aligned with broader company goals.
  • Identify gaps in current processes and work to streamline handoffs between teams, improving overall efficiency in managing customer accounts.

Essential Qualifications

• Minimum of 5-7 years of experience in customer success, account management, or customer care, with at least 3 years in a leadership or managerial role.
• Experience in the renewable energy, solar, or technical industries is highly preferred.
• Proficiency in CRM tools (Salesforce, HubSpot, etc.) and smart routing technologies.
• Experience with managing customer care/success metrics, including productivity, NPS, and customer satisfaction scores.
• Ability to create and implement strategies that balance operational efficiency with customer satisfaction.

Preferred Qualifications

• Familiarity with solar energy systems, installation processes, and monitoring platforms.
• Technical knowledge and ability to work with technical teams to resolve customer issues.
• Strong decision-making and problem-solving abilities, with the capacity to handle escalations and customer issues effectively.

Skills and Competencies

• Leadership Skills: Proven track record of successfully managing and developing high-performing teams.
• Customer-Centric: A deep understanding of customer service excellence, with a passion for driving customer success and satisfaction.
• Communication & Collaboration: Excellent communication skills, with the ability to manage both internal stakeholders and customer relationships.
• Project Management: Strong organizational and project management skills to handle multiple accounts and complex customer cases.

What We Offer

As a Manager, Customer Care at PosiGen, you'll enjoy a competitive salary ranging from $80,000 to $105,000 USD, reflecting our commitment to attracting and retaining top talent. You'll also have the opportunity to work with a dynamic team, drive customer experience excellence, and contribute to the growth and success of our company.

Work Environment and Company Culture

As a remote leader, you'll be part of a distributed team that values flexibility, collaboration, and innovation. We're committed to creating a work environment that supports your well-being, productivity, and career growth. Our company culture is built on a foundation of diversity, equity, and inclusion, ensuring that everyone feels welcome and valued.

Career Growth Opportunities

At PosiGen, we're dedicated to helping our employees grow and develop their skills. As a Manager, Customer Care, you'll have opportunities to advance your career, take on new challenges, and expand your expertise in customer experience leadership.

Ready to Join Our Team?

If you're a seasoned customer care leader with a passion for driving customer experience excellence, we want to hear from you. Submit your application today, and let's discuss how you can contribute to our mission to revolutionize the solar energy landscape.

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws.