Customer Support Manager

Q CELLS Home Energy Solutions is seeking an experienced manager for our Post PTO Customer Support team. This role involves overseeing the support and management of solar energy and battery storage systems in the post-installation phase. The successful candidate will lead a team that ensures efficient case management, system performance verification, and customer satisfaction. This managerial position requires a strategic thinker with a strong background in operations management and customer support within the renewable energy sector. This role is crucial for scaling our support operations to keep pace with the rapid growth of our business, ensuring that we continue to provide exceptional support to our customers post-installation. The role is based at the Q CELLS North America headquarters in Irvine, CA, with potential remote options available. 

Responsibilties

• Leadership and Team Management: 
• Direct and develop a team of Post PTO Customer Support Specialists. 
• Foster a collaborative and high-performing team environment. 
• Conduct regular performance reviews and provide ongoing coaching and training. 
• System Performance and Case Management: 
• Oversee the verification of system performance using solar monitoring portals. 
• Ensure the effective creation, management, and resolution of service or customer care tickets. 
• Lead root cause analyses to understand the drivers behind customer support cases, implementing preventive measures as needed. 
• Communication and Reporting: 
• Serve as the primary point of contact between the customer support team and senior leadership. 
• Prepare detailed reports on team performance, ticket resolution statistics, and system performance issues. 
• Present findings and recommendations to senior management and external stakeholders as required. 
• Process Optimization: 
• Review and enhance operational procedures to align with industry best practices and company objectives. 
• Identify and implement continuous improvement opportunities to streamline workflows and improve customer satisfaction. 
• Monitor and analyze team performance to reduce cycle times and enhance service delivery. 
• Documentation and Compliance: 
• Manage the resolution of paperwork deficiencies and compliance issues with various parties, including utilities and regulatory bodies. 
• Ensure the team's adherence to company policies and industry regulations by regularly updating training materials and procedures. 
• Technology and Tools Management: 
• Ensure the effective use of CRM, fulfillment portals, third-party financier portals, and other business tools by the team. 
• Lead initiatives to integrate new technologies or systems that can enhance operational efficiency and customer experience. 

Required Qualifications

• Bachelor’s degree in business administration or equivalent
• 3+ years of customer experience supervision 
• Proven track record of leading and developing successful teams. 
• Exceptional leadership and people management skills. 
• Strong analytical and problem-solving abilities. 
• Excellent communication skills, both oral and written, with the ability to effectively present complex information. 
• High attention to detail and strong organizational skills. 
• Demonstrated ability to operate in a high-growth, entrepreneurial environment. 
• Process-driven mindset with a focus on long-term solutions and continuous improvement. 
• A solution-orientated collaborator with the ability to work effectively under pressure and with ambiguity.