Senior Manager, Customer Care

POSITION DESCRIPTION: 

RESPONSIBILITIES

• Work closely with the QSS Director and Customer Care Manager to lead and scale a team of Customer Care Specialists.  
• Design, implement, and continuously improve customer service processes to enhance the QSS customer experience and operational efficiency. 
• Handle high-priority and escalated customer complaints with a focus on resolution, root cause analysis and long-term prevention. 
• Work closely with the Disaster Recovery Manager to identify and contact customers potentially affected by natural disasters and prioritize system repairs. 
• Collaborate cross-functionally to identify systemic issues and partner on solutions that reduce friction for customers. 
• Report on key customer concerns to senior leadership, offering data-backed recommendations for improvements. 
• Establish and monitor key performance indicators to ensure quality and efficiency goals are consistently met. 
• Mentor and develop team members, fostering a culture of accountability, empathy, improvement and collaboration. 
• Ensure compliance with all relevant regulatory, legal and industry standards.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in Business, Operations, or a related field, or an equivalent combination of education and professional experience.
• 8+ years of progressive experience in customer service, customer operations, or customer support environments.
• 5+ years of leadership experience, with a demonstrated ability to develop, mentor, and manage high-performing teams.
• 3+ years of experience in the solar industry, with strong knowledge of residential solar financing structures, including loan products and third-party ownership (TPO) agreements.
• Proven success leading hybrid and remote teams while driving performance, accountability, and employee engagement.
• Strong problem-solving, communication, and cross-functional collaboration skills, with the ability to influence stakeholders at all levels of the organization.
• Travel may be required up to 5-10%, depending on business needs.
• Ability to work from the San Francisco office and collaborate effectively in an in-person and hybrid work environment.

PREFERRED QUALIFICATIONS

• Experience handling legal or regulatory escalations in a solar or renewable energy environment.
• Knowledge of project or production management principles in a fast-growing, cross-functional team.