Manager, Customer Care (Remote) – Solar Project Process Expert

Are you a seasoned customer care leader with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as a Manager, Customer Care (Remote) – Solar Project Process Expert. In this pivotal role, you will lead a specialized team responsible for guiding customers through the solar project process, from contract signing to boarding. Your expertise will drive proactive customer communication, collaboration across departments, and continuous improvement to ensure customer satisfaction and retention.

• *About blithequark**

At blithequark, we're revolutionizing the way people interact with renewable energy solutions. Our mission is to empower individuals and communities to make a positive impact on the environment while enjoying clean, sustainable energy. As a leader in the solar industry, we're committed to delivering exceptional customer experiences that exceed expectations. Our team is passionate about innovation, collaboration, and making a difference.

• *Job Summary**

As a Manager, Customer Care (Remote) – Solar Project Process Expert, you will oversee a high-performing team responsible for guiding customers through the solar project process. Your primary focus will be on building a customer-centric culture, managing escalations, and continuously improving customer satisfaction and retention through thoughtful, consistent engagement. You will develop and implement a comprehensive customer experience strategy, define and 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 CustomerCare 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 satisfaction.

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