Sr. Manager, Customer Care

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.
• 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.

Requirements

• 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.
• Ability to work from the San Francisco office and collaborate effectively in an in-person and hybrid work environment.