Omnidian is hiring a
Manager Technical Customer Support in Worldwide

Summary

The job description is for a Manager, Technical Customer Support role at Omnidian, a growth-stage B Corp Certified company focused on sustainable energy solutions. The role involves leading a team in technical customer support, driving high accountability, and continuously refining support processes. The ideal candidate has 5+ years of team management experience, 4+ years of solar experience, and proven experience in providing technical support or customer service.

Requirements

• 5+ years managing successful teams
• 4+ years of solar experience, gaining In-depth knowledge of solar photovoltaic (PV) systems
• Proven experience in providing technical support or customer service

Responsibilities

• Model Omnidian core values by coaching, providing feedback, and developmental opportunities to build effective teams
• Oversee a team of technical support representatives, ensuring they are properly trained, motivated, and equipped to handle customer inquiries effectively
• Assist with escalated customer issues and provide guidance to team members on complex technical problems
• Track key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and ensure the team meets or exceeds performance targets
• Continuously refine support processes and procedures to enhance efficiency and effectiveness, implementing best practices to streamline workflows
• Maintain a deep understanding of the company's products or services, staying up-to-date with new features or updates, and ensuring the support team is adequately trained on them
• Analyze customer feedback and support metrics to identify trends, pain points, and areas for improvement, and implement strategies to address them
• Collaborate with other departments such as product development, sales, and marketing to communicate customer needs and feedback, and ensure a cohesive customer experience
• Advocate for our customers within Omnidian, representing the voice of the customer and championing their needs in product development and decision-making processes

Benefits

• Family medical, dental, vision, disability, parental leave, 401(k) administration, thoughtful PTO, and paid sabbatical leave after four years
• Competitive total compensation package including monthly health insurance premiums, quarterly bonus, long-term stock options for every employee
• Up to $500 annual learning reimbursement
• Equal employment opportunity for all employees and a work environment free of discrimination and harassment