Customer Support Manager

Summary

Join Runwise, a fast-paced climate-tech startup, as a Customer Support Manager and make a tangible impact on reducing carbon emissions. You will work closely with property companies, acting as a trusted advisor to help them efficiently manage their heating systems. The role requires excellent communication and problem-solving skills, along with the ability to build long-term customer relationships. You will be responsible for answering phone calls, troubleshooting issues, and remotely monitoring heating systems. The position offers a competitive salary, comprehensive benefits, and a hybrid work environment. This is an excellent opportunity to join a growing company and contribute to a meaningful cause.

Requirements

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

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
• Remote quality checks after installations and service calls are performed

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)