Manager, Customer Care - Remote Opportunity for a Customer-Centric Leader in the Solar Industry

Transforming the Solar Experience: Join Our Team as a Manager, Customer Care

At PosiGen, we're not just building a business; we're revolutionizing the way people experience solar energy. As a leader in the renewable energy sector, we're committed to making solar accessible and sustainable for everyone. We're now seeking a highly skilled and customer-focused Manager, Customer Care to join our remote team. This role is your chance to lead a specialized team dedicated to guiding customers through every stage of their solar journey, from contract signing to system activation and beyond.

About the Role

The Manager, Customer Care is a pivotal position that oversees the customer care team, ensuring proactive communication, seamless coordination across departments, and continuous improvement in customer satisfaction and retention. This leader will develop and implement a comprehensive customer experience strategy, manage escalations, and drive collaboration to resolve complex customer issues. If you're passionate about customer success and have a proven track record of leading high-performing teams, we want to hear from you.

Key Responsibilities

• Strategic Leadership:
  • Develop and implement a customer experience strategy that spans the post-sales solar project process.
  • 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.
• Operational Management:
  • Oversee the day-to-day operations of the Customer Care team.
  • Manage team resources effectively, including staffing, training, productivity, and development.
  • Implement and optimize customer relationship management (CRM) tools.
• Team Leadership:
  • Recruit, train, and manage a team of Tier 0 Customer Care Agents.
  • Establish performance goals, KPIs, and metrics for the team.
  • Conduct regular team meetings, performance reviews, and provide ongoing coaching.
• Customer Relationship Ownership:
  • Develop strategies to improve the customer journey post-sale.
  • Oversee bi-weekly customer updates throughout the solar installation and activation phases.
• Escalation Management:
  • Serve as the primary escalation point for complex or sensitive customer issues.
  • Leverage data and customer feedback to identify recurring issues and provide recommendations for process improvements.
• Cross-Functional Collaboration:
  • Work closely with Operations, Sales, and Customer Care teams to ensure accurate and timely updates.
  • Collaborate with Corporate Operations to communicate project statuses and address delays or changes.
• Process Improvement:
  • Develop and maintain SOPs for the Customer Care team.
  • Identify gaps in current processes and work to streamline handoffs between teams.
• Customer Satisfaction & Retention:
  • Monitor key metrics such as Net Promoter Score (NPS) and customer satisfaction.
  • Proactively identify at-risk customers and implement retention strategies.
• Data-Driven Decision Making:
  • Analyze customer data, team performance metrics, and case resolution times to identify trends.
  • Develop reports and insights for leadership on team performance, escalations, and customer satisfaction.

Essential Qualifications

To succeed in this role, you will need:

• A 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.
• Proven track record of successfully managing and developing high-performing teams.
• Strong decision-making and problem-solving abilities.
• A deep understanding of customer service excellence and a passion for driving customer success.
• Excellent communication skills, with the ability to manage both internal stakeholders and customer relationships.
• Proficiency in CRM tools (such as Salesforce or HubSpot) and smart routing technologies.
• Experience with managing customer care/success metrics, including productivity, NPS, and customer satisfaction scores.

Preferred Qualifications

While not essential, the following qualifications will enhance your application:

• Experience in the renewable energy, solar, or technical industries.
• Familiarity with solar energy systems, installation processes, and monitoring platforms.
• Ability to work with technical teams to resolve customer issues and provide clear explanations.

What We Offer

At PosiGen, we're committed to the growth and development of our team members. As a Manager, Customer Care, you can expect:

• A competitive salary range of $80,000 - $105,000 USD.
• Comprehensive benefits package.
• Opportunities for career growth and professional development.
• A dynamic and supportive work environment that encourages innovation and collaboration.
• The chance to be part of a company that's making a real difference in the renewable energy sector.

Our Culture

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. We believe in fostering an inclusive environment where everyone can thrive. Our company culture is built on the principles of respect, integrity, and teamwork. We're passionate about our mission and dedicated to making a positive impact on our customers and the communities we serve.

Work Environment

This is a remote position, offering the flexibility to work from anywhere. However, we strongly prefer candidates located in or around our areas of operation: New Orleans, LA; Houston, TX; Salt Lake City, UT; Philadelphia, PA; and the Northeast region (including NJ, CT, MA, RI, NH).

Physical Demands

The role requires regular responsibilities such as speaking, listening, standing, walking, using hands for handling or feeling, and reaching with arms. Occasionally, you may need to sit, climb, balance, stoop, kneel, crouch, or crawl. Lifting and moving objects up to 10 pounds frequently and up to 25 pounds occasionally is required.

Ready to Apply?

If you're a motivated and customer-centric leader ready to contribute to a thriving team, we encourage you to apply now. We're excited to review your application and discuss how you can help us continue to innovate and grow in the solar industry.

At PosiGen, we're not just looking for candidates; we're looking for individuals who share our passion for customer success and our commitment to making a difference. Join us today and be part of a team that's transforming the solar experience for customers across the country.