Customer Experience Team Lead, Channel Support (New Homes)

Summary

The Team Leader of the Channel Support team plays a key role in delivering a seamless and scalable customer experience within PosiGen’s Channel Partner and New Homes partnerships. Reporting to the Manager of Channel Support, this role will be responsible for leading a team that supports homebuilder partnerships, manages customer onboarding and service interactions, and coordinates internally to resolve customer and partner issues. This leader ensures the team is equipped to support customer lifecycle touchpoints—from system activation to warranty service—through consistent communication, issue triage, and process adherence.  This is a hands-on leadership role that requires strong cross-functional coordination, a customer-first mindset, and a focus on operational execution.

Essential Job Functions

• Supervise and mentor a team of Customer Experience Specialists focused on Channel Partner and New Homes customer
• Provide coaching, training, and performance feedback to ensure consistent service delivery and issue resolution.
• Monitor KPIs such as response times, first-touch resolution, and partner satisfaction to drive accountability and continuous improvement.
• Serve as the main point of contact between builder sales partners, internal CX/Operations teams, and field service technicians to ensure high-quality service.
• Manage escalations and complex cases, ensuring timely communication and resolution with minimal customer friction.
• Work closely with the Manager and Director of Channel Support to align team efforts with broader builder channel goals and partner SLAs.
• Identify trends and gaps in service delivery and collaborate with the Director to develop and implement improved workflows.
• Ensure adherence to standardized operating procedures for case management, troubleshooting, and customer communication.
• Use CRM (Salesforce), diagnostics, and communications platforms to manage case queues, monitor progress, and document resolutions.
• Generate weekly or monthly reports to provide insights into team performance, customer concerns, and systemic issues affecting service quality.
• Act as a voice of the customer by surfacing feedback to the Manager and CX leadership to support improvements in products, services, and communication strategies.
• Acts as a liaison between departments to provide team support and aid in issue resolution.
• Ensures compliance with all federal and state laws, contractual requirements, and company policies.
• Other duties as assigned by leadership.

Competencies

• Customer Focus – Delivers responsive, solutions-oriented service to homebuyers and builder partners.
• Team Leadership – Coaches, supports, and motivates team members to meet performance goals.
• Communication – Communicates clearly and professionally with internal teams and external partners.
• Problem Solving – Identifies root causes of issues and drives timely, effective resolutions.
• Cross-Functional Collaboration – Works seamlessly with CX, Operations, Field, and Channel teams.
• Process Improvement – Continuously identifies and implements ways to streamline support workflows.
• Accountability – Takes ownership of team performance, service quality, and customer outcomes.

Qualifications & Requirements

High School Degree or GED required; Bachelor’s degree preferred, or equivalent work experience.3–5 years of experience in customer service, channel support, or operations, preferably in residential solar, construction, or builder channels.1–2 years of supervisory or team lead experience with a demonstrated ability to manage and motivate a team.Strong organizational and communication skills with the ability to manage multiple priorities in a fast-paced environment.Proficiency in Salesforce, contact center tools, and Microsoft Office/Google Workspace.Knowledge of solar energy systems and home construction timelines is preferred.High level of emotional intelligence, customer empathy, and problem-solving skills.

• Strong knowledge of billing, collections, and customer service procedures.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources at [email protected].