Experienced Customer Care Manager – Remote Leadership Opportunity in Solar Energy Industry with arenaflex

Introduction to arenaflex arenaflex is a pioneering force in the solar energy industry, dedicated to revolutionizing the way we harness and utilize renewable energy. With a strong commitment to customer satisfaction and a passion for innovation, arenaflex is seeking an exceptional leader to join our team as a Manager, Customer Care. This remote opportunity is perfect for a seasoned professional looking to make a meaningful impact in the industry while enjoying the flexibility of working from home. Job Overview 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. As a strategic leader, you will oversee team performance, ensure proactive customer communication, and drive collaboration across departments to resolve complex issues. Your primary focus will be on building a high-performing team, managing escalations, and continuously improving customer satisfaction and retention through thoughtful, consistent engagement. 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 Customer Care 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. Essential Qualifications 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. Preferred Qualifications 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. A deep understanding of customer service excellence, with a passion for driving customer success and satisfaction. 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. 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. Strong organizational and project management skills to handle multiple accounts and complex customer cases. Experience in process improvement, project tracking, and performance analysis. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Manager, Customer Care, you will have access to a range of training and development opportunities, including leadership development programs, industry conferences, and workshops. You will also have the chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. Work Environment and Company Culture arenaflex is a dynamic and innovative company that values diversity, equity, and inclusion. We believe in creating a work environment that is collaborative, supportive, and empowering. As a remote employee, you will be part of a virtual team that is connected through regular video meetings, instant messaging, and collaboration tools. We also offer a range of perks and benefits, including flexible working hours, professional development opportunities, and a comprehensive benefits package. Compensation, Perks, and Benefits The base salary for this role is $80,000 - $105,000 USD, depending on experience. We also offer a range of perks and benefits, including: Comprehensive health, dental, and vision insurance 401(k) retirement plan with company match Flexible working hours and remote work options Professional development opportunities and training programs Comprehensive benefits package, including life insurance and disability insurance Conclusion If you are a motivated and experienced customer care professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Manager, Customer Care at arenaflex, you will have the chance to make a real difference in the lives of our customers and contribute to the growth and success of our company. Don't miss out on this opportunity to join a dynamic and innovative team and take your career to the next level. Apply now to become a part of the arenaflex team! Apply for this job