Manager, Customer Care (Remote) at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join blithequark as a Manager, Customer Care, where you'll lead a high-performing team in guiding customers through the solar project process from contract signing to boarding. About blithequarkblithequark is a leading provider of innovative solar energy solutions, dedicated to empowering individuals and communities to harness the power of the sun.Our mission is to make clean energy accessible, affordable, and sustainable for all. As a Manager, Customer Care, you'll be part of a team that's passionate about delivering exceptional customer experiences and driving business growth through customer satisfaction and retention. Job SummaryAs a Manager, Customer Care, you'll be responsible for leading a specialized team that provides proactive customer communication, resolves complex issues, and drives collaboration across departments to ensure seamless customer experiences.You'll develop and implement a comprehensive customer experience strategy, monitor key performance indicators (KPIs), and identify opportunities for continuous improvement and innovation within the customer journey. Key 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 Customer Care 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 satisfactionCompetencies* Leadership Skills:+ Proven track record of successfully managing and developing high-performing teams+ Strong decision-making and problem-solving abilities, with the capacity to handle escalations and customer issues effectively* 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+ Ability to work with technical teams to resolve customer issues and provide clear explanations to customers* Communication & Collaboration:+ Excellent communication skills, with the ability to manage both internal stakeholders and customer relationships+ Ability to collaborate cross-functionally to address issues that impact the customer experience* Project Management:+ Strong organizational and project management skills to handle multiple accounts and complex customer cases+ Experience in process improvement, project tracking, and performance analysisEducation/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* Ability to create and implement strategies that balance operational efficiency with customer satisfactionWork Environment and Cultureblithequark is a remote-friendly company that values flexibility and work-life balance.As a Manager, Customer Care, you'll have the opportunity to work from home or a designated remote workspace, with regular virtual check-ins and team meetings. Our company culture is built on a foundation of collaboration, innovation, and customer-centricity, with a focus on empowering our team members to grow and develop in their careers. Compensation and Benefits* BaseSalary: $80,000 - $105,000 USD* On-bolthires Earnings: $80,000 - $105,000 USD* Comprehensive benefits package, including medical, dental, and vision insurance* 401(k) retirement plan with company match* Paid time off and holidays* Professional development opportunities and training programs* Access to cutting-edge technology and toolsIf you're a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.Please submit your resume and a cover letter outlining your experience, skills, and qualifications for the role. We can't wait to hear from you!