Manager, Customer Care

Summary

Join our team as a Manager, Customer Care and lead a specialized team responsible for guiding customers through the solar project process. This leader oversees team performance, ensures proactive customer communication, and drives collaboration across departments to resolve complex issues.

Requirements

• 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

Responsibilities

• Develop and implement a comprehensive customer experience strategy that spans the post-sales solar project process, from contract signing to system activation
• 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
• Oversee the day-to-day operations of the CustomerCare 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
• 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
• 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, ensuring smooth communication and expectations are managed
• 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
• 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
• Facilitate seamless communication and collaboration between departments to ensure a smooth and efficient customer experience
• Proactively identify and address potential bottlenecks or roadblocks that may impact project timelines or customer satisfaction
• Work closely with the sales team to ensure a smooth handover of customer accounts and accurate project information
• 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
• Monitor key metrics such as Net Promoter Score (NPS) and customer satisfaction, developing strategies to enhance these scores
• Proactively identify at-risk customers and work with the team to implement retention strategies
• Oversee smart routing implementation for the team to ensure customers are quickly connected with the appropriate specialists for their needs
• Ensure inbound contacts are managed efficiently, with minimal wait times and swift issue resolution
• Analyze customer data, team performance metrics, and case resolution times to identify trends and continuously improve processes
• Develop reports and insights for leadership on team performance, escalations, and customer satisfaction

Benefits

• Base Salary $80,000 — $105,000 USD
• On Target Earnings $80,000 — $105,000 USD