Customer Support Manager

Summary

Join Runwise, a fast-growing climate-tech startup, as a Customer Support Manager! This role focuses on providing exceptional support to property companies, troubleshooting heating system issues, and helping them achieve energy reduction goals. The position requires fluency in Spanish and 1-2 years of customer management experience. You'll work closely with diverse clients, building relationships and resolving technical issues effectively. The ideal candidate is a problem-solver, a skilled communicator, and passionate about real estate and energy efficiency. Runwise offers a competitive salary, comprehensive benefits, and a hybrid work environment.

Requirements

• Have 1-2 years of direct customer management experience ideally in a Service Job, Customer Support, Account Management or Sales role
• Have excellent social and communication skills and find it easy to get along with others
• Thrive by building long-term relationships and partnering with a range of customers from individual business owners to C-level executives
• Be a problem solver and can diagnose and help troubleshoot problems quickly and efficient
• Be a teacher at heart (or by profession) with the ability to distill technical or complex systems into simpler concepts to empower customers
• Be willing and capable of working very hard and at times longer hours during peak season (winter)
• Be passionate about real estate and/or energy efficiency
• Have a high-quality internet connection
• Be fluent in Spanish

Responsibilities

• Answering live phone calls via our 24/7 support line
• Real-time troubleshooting of customer reported issues
• Remote monitoring and analysis of multifamily and commercial heating systems
• Making settings adjustments as needed using our remote interface to reduce fuel consumption and manage tenant comfort

Preferred Qualifications

Experience in a Service Job, Customer Support, Account Management or Sales role

Benefits

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)