Sr. Associate, Disaster Recovery and Remediation

Responsibilities

• Manage and support disaster recovery and remediation cases, including events involving system damage, force majeure, and other customer-impacting incidents.
• Handle insurance claims end-to-end, working closely with insurance brokers to ensure timely and accurate claim processing.
• Triage impacted customers, providing proactive, clear, and empathetic communication—especially in escalated or emotionally sensitive situations.
• Assess system damage and determine whether assets are a total loss or eligible for remediation, including evaluating cost implications to the business.
• Cook up with Vendor Operations and Field Service teams to allocate resources and execute remediation or recovery efforts.
• Identify emerging risks or threats and escalate trends to leadership, contributing to improved response strategies.
• Maintain detailed case records and reporting to ensure visibility into recovery efforts, costs, and outcomes.

Requirements

• 5+ years of experience in customer care, insurance claims, disaster response, field service operations, or a related field.
• Strong problem-solving skills with the ability to assess complex situations and make sound, timely decisions.
• Experience working with escalated or high-emotion customer interactions.
• Ability to coordinate across multiple teams and stakeholders in time-sensitive scenarios.
• High attention to detail with strong organizational and documentation skills.
• Travel may be required up to x%, depending on business needs.
• Ability to work onsite in San Francisco, Santa Clara, or Irvine.

Preferred Qualifications

• 3+ years of experience in the solar industry.
• Experience working directly with insurance brokers or carriers.
• Familiarity with force majeure processes and contract interpretation.
• Experience in solar field operations, system diagnostics, or remediation workflows.
• Experience in fast-paced, high-growth operational environments.