Manager - Customer Care
Yesterday
Description
• Develop and implement a comprehensive customer experience strategy for solar projects. • Oversee day-to-day operations of the Customer Care team. • Recruit, train, and manage a team of Customer Care Agents. • Improve the customer journey post-sale and ensure smooth communication. • Serve as primary escalation point for complex customer issues. • Collaborate with various departments to ensure project updates and resolutions. • Create and maintain SOPs for Customer Care, ensuring efficiency and scalability.
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. • Ability to create and implement strategies that balance operational efficiency with customer satisfaction.
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🇺🇸 United States – Remote
💰 Private Equity Round on 2018-05
⏰ Full Time
🟡 Mid-level
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