Experienced Full Stack Customer Care Manager – Solar Project Lifecycle, Team Leadership, and Customer Satisfaction

Join the Team at blithequark: Leading the Charge in Renewable Energy Customer Care

blithequark is seeking an exceptional Customer Care Manager to lead our specialized team in guiding customers through all stages of the solar project process. As a key member of our leadership team, you will oversee team performance, ensure proactive customer communication, and drive collaboration across departments to resolve complex issues. If you have a passion for delivering outstanding customer experiences and a proven track record of building high-performing teams, we want to hear from you!

About blithequark and the Industry

blithequark is a pioneering company in the renewable energy sector, dedicated to making solar energy accessible and affordable for all. Our mission is to provide innovative solutions that not only benefit our customers but also contribute to a sustainable future. With a strong commitment to customer satisfaction and a focus on building long-term relationships, we are looking for talented professionals who share our vision and values.

Key Responsibilities

• Strategic Leadership: Develop and implement a comprehensive customer experience strategy that spans the post-sales solar project process, from contract signing to system activation.
• Operational Management: Oversee the day-to-day operations of the Customer Care team, ensuring seamless coordination across all phases of the project.
• Team Leadership: Recruit, train, and manage a team of Tier 0 Customer Care Agents within Customer Care, establishing performance goals, KPIs, and metrics for the team.
• Customer Relationship Ownership: Develop and implement strategies to improve the customer journey post-sale, focusing on reducing friction and maximizing satisfaction.
• Escalation Management: Serve as the primary escalation point for complex or sensitive customer issues, ensuring timely resolution and coordination across internal departments.
• Cross-Functional Collaboration: Work closely with Operations, Sales, and Customer Care teams to ensure accurate and timely updates on project milestones, system performance, and technical resolutions.
• Process Improvement: Develop and maintain SOPs for the Customer Care team, identifying gaps in current processes and working to streamline handoffs between teams.
• Customer Satisfaction & Retention: Monitor key metrics such as Net Promoter Score (NPS) and customer satisfaction, developing strategies to enhance these scores.
• Smart Routing & Inbound Call Management: Oversee smart routing implementation for the team to ensure customers are quickly connected with the appropriate specialists for their needs.
• Data-Driven Decision Making: Analyze customer data, team performance metrics, and case resolution times to identify trends and continuously improve processes.

Essential Qualifications

Education and Experience

• 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.

Skills and Competencies

• Leadership Skills: Proven track record of successfully managing and developing high-performing teams.
• Customer-Centric: A deep understanding of customer service excellence, with a passion for driving customer success and satisfaction.
• Technical Knowledge: Familiarity with solar energy systems, installation processes, and monitoring platforms is a plus.
• Communication & Collaboration: Excellent communication skills, with the ability to manage both internal stakeholders and customer relationships.
• Project Management: Strong organizational and project management skills to handle multiple accounts and complex customer cases.

Preferred Qualifications

• Experience in managing remote teams or working in a remote environment.
• Familiarity with agile methodologies and process improvement frameworks.
• Certifications in customer service, project management, or leadership.

Career Growth Opportunities and Learning Benefits

At blithequark, we believe in empowering our employees to grow and develop their skills. As a Customer Care Manager, you will have opportunities to:

• Develop your leadership skills through our comprehensive training program.
• Collaborate with cross-functional teams to drive innovation and process improvements.
• Participate in industry conferences and workshops to stay up-to-date on the latest trends and best practices.
• Contribute to the development of our customer care strategy and make a meaningful impact on our customers' experiences.

Work Environment and Company Culture

blithequark is a dynamic and fast-paced company that values innovation, teamwork, and customer satisfaction. Our company culture is built on:

• A commitment to diversity, equity, and inclusion.
• A focus on employee well-being and work-life balance.
• A collaborative and transparent work environment.
• A passion for delivering exceptional customer experiences.

Compensation, Perks, and Benefits

We offer a competitive compensation package that includes:

• Base salary: $80,000 - $105,000 USD.
• On-target earnings: $80,000 - $105,000 USD.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Paid time off and holidays.
• Opportunities for professional growth and development.

How to Apply

If you are a motivated and customer-focused leader who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.

Join our team at blithequark and be part of a company that is making a difference in the renewable energy sector. We look forward to hearing from you!