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

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our Customer Care team, the Manager, Customer Care will lead a specialized team responsible for guiding customers through all stages of the solar project process from contract signing to boarding. This leader will oversee team performance, ensure proactive customer communication, and drive collaboration across departments to resolve complex issues.

About arenaflex

arenaflex is a leading provider of innovative solar energy solutions, dedicated to empowering individuals and businesses to harness the power of renewable energy. Our mission is to deliver exceptional customer experiences, foster a culture of innovation, and contribute to a sustainable future. With a strong focus on customer satisfaction and retention, we're seeking an experienced leader to join our team and drive our customer care initiatives forward.

Key Responsibilities

As the Manager, Customer Care, you will be responsible for:

• Developing and implementing a comprehensive customer experience strategy that spans the post-sales solar project process, from contract signing to system activation.
• Defining and monitoring key performance indicators (KPIs) to measure customer satisfaction, process efficiency, and team performance.
• Identifying opportunities for continuous improvement and innovation within the customer journey.
• Overseeing the day-to-day operations of the Customer Care team, ensuring seamless coordination across all phases of the project.
• Managing team resources effectively, including staffing, training, productivity, and development.
• Implementing and optimizing customer relationship management (CRM) tools.
• Recruit, train, and manage a team of Tier 0 Customer Care Agents within Customer Care.
• Establishing performance goals, KPIs, and metrics for the team, ensuring alignment with company objectives.
• Conducting regular team meetings, performance reviews, and providing ongoing coaching to maintain high performance and team morale.
• Developing and implementing strategies to improve the customer journey post-sale, focusing on reducing friction and maximizing satisfaction.
• Overseeing bi-weekly customer updates throughout the solar installation, activation, and post-activation phase through boarding, ensuring smooth communication and expectations are managed.
• Serving 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.
• Collaborating with Operations, Sales, and Customer Care teams to ensure accurate and timely updates on project milestones, system performance, and technical resolutions.
• Facilitating seamless communication and collaboration between departments to ensure a smooth and efficient customer experience.
• Proactively identifying and addressing potential bottlenecks or roadblocks that may impact project timelines or customer satisfaction.
• Working closely with the sales team to ensure a smooth handover of customer accounts and accurate project information.
• Developing and maintaining SOPs for the Customer Care team, ensuring processes are efficient, scalable, and aligned with broader company goals.
• Identifying gaps in current processes and working to streamline handoffs between teams, improving overall efficiency in managing customer accounts.
• Monitoring key metrics such as Net Promoter Score (NPS) and customer satisfaction, developing strategies to enhance these scores.
• Proactively identifying at-risk customers and working with the team to implement retention strategies.
• Overseeing smart routing implementation for the team to ensure customers are quickly connected with the appropriate specialists for their needs.
• Ensuring inbound contacts are managed efficiently, with minimal wait times and swift issue resolution.
• Analyzing customer data, team performance metrics, and case resolution times to identify trends and continuously improve processes.
• Developing reports and insights for leadership on team performance, escalations, and customer satisfaction.

Competencies

To succeed in this role, you will need to possess:

• 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 analysis.

Education/Experience

We're seeking a candidate with:

• 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 satisfaction.

Work Environment and Culture

arenaflex is a remote-friendly company, and this role can be performed from anywhere in the United States. We're committed to creating a culture of innovation, collaboration, and customer-centricity. Our team members enjoy a flexible work environment, opportunities for professional growth, and a comprehensive benefits package.

Compensation and Benefits

We offer a competitive salary range of $80,000 - $105,000 USD, plus on-target earnings of $80,000 - $105,000 USD. arenaflex also provides a comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off.

How to Apply

If you're a motivated and customer-centric leader with a passion for driving 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. We can't wait to hear from you! Apply for this job