The Role
Lead customer support operations for residential solar customers by managing and coaching service executives, defining KPIs, resolving complaints and escalations, optimizing workflows, maintaining service dashboards, analyzing performance trends, and collaborating with installation, technical, design, and product teams to improve the customer experience.
Summary Generated by Built In
About SolarSquare:
At SolarSquare we are building the Home-Energy brand of future India. We help homes switch to rooftop solar and move away from traditional coal electricity. We are a full-stack D2C residential solar brand - designing, installing, maintaining (after-sales) and financing solar systems for home-owners across India.
In 3 years we have scaled to become the leading residential solar brand in India. We are obsessed with quality, customer service and innovating to make it simple for homes to switch to solar. We are looking for leaders to join us in this mission.
Know us a bit better through these links:
Techcrunch SolarSquare article
Elevation - Podcast with SolarSquare Founders
Startup by IIT Grads Helps Indian Homes Run on Zero Electricity, Earns Rs 200 Crore in Revenues
The Climate Conversations ft Solar Square
Elevation Capital - SolarSquare
We are seeking a dynamic, experienced, and customer-obsessed Customer Support Manager to lead our support operations. You’ll be responsible for managing a team of Customer Service Executives, driving customer satisfaction, handling escalations, and streamlining support processes to deliver a world-class service experience to our solar customers.
If you thrive in fast-paced environments, believe in continuous improvement, and are passionate about making solar adoption a delightful experience for customers, we’d love to meet you!
Key ResponsibilitiesTeam LeadershipHire, train, mentor, and lead a team of customer service executives.
Define clear KPIs and goals; foster a high-performance, customer-focused culture.
Conduct regular performance reviews and coaching sessions.
Customer Interaction ManagementOversee prompt and empathetic resolution of customer complaints and queries across multiple channels (calls, emails, WhatsApp, social media).
Build long-term trust with customers by ensuring timely communication and support.
Handle escalations professionally with a solution-oriented approach.
Process OptimizationDesign and implement scalable and efficient customer service workflows.
Identify bottlenecks, propose enhancements, and drive continuous improvement in processes and productivity.
Reporting & AnalysisMaintain dashboards and MIS for service performance, TATs, escalations, and feedback.
Analyze trends and share actionable insights with stakeholders to improve the customer journey.
Cross-functional CollaborationLiaise with installation, technical, design, and product teams to ensure a seamless customer experience.
Be agile and adaptable in responding to evolving customer needs and business priorities.
Education:
Graduate in any discipline. MBA or relevant certifications are a plus.
Experience:
6–10 years in customer service operations, with at least 2+ years in a managerial role. Experience in solar, D2C, fintech, insurance, or telecom is an advantage.
Skills:
Excellent communication and interpersonal skills (English, Hindi, and local language proficiency preferred)
Conflict resolution and escalation handling
Strong process orientation and problem-solving ability
Data-driven decision-making and reporting skills (Excel, CRM tools)
Team leadership and motivation
Other Requirements:
Willingness to work in a fast-paced and agile environment
Open to working rotational weekends
Competitive salary with performance-linked incentives
High-impact leadership role in a fast-growing clean energy company
Supportive work culture and transparent leadership
Rapid career progression for high performers
Skills Required
- Graduate degree in any discipline
- MBA or relevant certifications
- 6–10 years of experience in customer service operations
- At least 2 years of managerial experience
- Excellent communication and interpersonal skills
- English, Hindi, and preferably a local language
- Conflict resolution and escalation-handling skills
- Strong process orientation and problem-solving ability
- Data-driven decision-making and reporting skills
- Excel and CRM tools experience
- Team leadership and motivation skills
- Willingness to work in a fast-paced, agile environment
- Openness to working rotational weekends
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The Company
What We Do
SolarSquare is India's most trusted and fastest growing residential solar company. We bring trust, transparency, financing and best-in-class after sales service to every home owner looking to go solar. Our aim is to become India's #1 rooftop solar brand and empower 100k homes to go solar by 2024.
