**Manager, Customer Care (REMOTE) at blithequark**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join blithequark as a Manager, Customer Care, where you'll lead a high-performing team in guiding customers through the solar project process from contract signing to boarding. As a key member of our Customer Care team, you'll be responsible for developing and implementing a comprehensive customer experience strategy that spans the post-sales solar project process. You'll oversee team performance, ensure proactive customer communication, and drive collaboration across departments to resolve complex issues. Your expertise will help build a high-performing team, manage escalations, and continuously improve customer satisfaction and retention through thoughtful, consistent engagement. **About blithequark** blithequark is a leading provider of innovative solar energy solutions, dedicated to empowering individuals and communities to take control of their energy future. Our mission is to deliver exceptional customer experiences, drive sustainability, and foster a culture of innovation and collaboration. As a remote team member, you'll be part of a dynamic and supportive community that values work-life balance, professional growth, and social responsibility. **Responsibilities** As a Manager, Customer Care, you'll 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. * 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. * Develop and maintain SOPs for the Customer Care team, ensuring processes are efficient, scalable, and aligned with broader company goals. * Identify gaps in current processes and work to streamline handoffs between teams, improving overall efficiency in managing customer accounts. * Monitor key metrics such as Net Promoter Score (NPS) and customer satisfaction, developing strategies to enhance these scores. * Proactively identify at-risk customers and work with the team to implement retention strategies. * Oversee smart routing implementation for the team to ensure customers are quickly connected with the appropriate specialists for their needs. * Ensure inbound contacts are managed efficiently, with minimal wait times and swift issue resolution. * Analyze customer data, team performance metrics, and case resolution times to identify trends and continuously improve processes. * Develop reports and insights for leadership on team performance, escalations, and customer satisfaction. **Competencies** To succeed in this role, you'll need: * 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. **Education/Experience** We're looking for 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. **Physical Demands** The physical requirements outlined are essential for performing the core duties of this role. Regular responsibilities include speaking, listening, standing, walking, using hands for handling or feeling, and reaching with arms. Occasionally, the employee may need to sit, climb, balance, stoop, kneel, crouch, or crawl. Lifting and moving objects up to 10 pounds frequently and up to 25 pounds occasionally is required. Vision requirements include close, distance, color vision, peripheral vision, depth perception, and focus adjustment. **EEO Statement** blithequark is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources. **Compensation** We offer a competitive compensation package, including: * Base Salary: $80,000—$105,000 USD * On Target Earnings: $80,000—$105,000 USD **How to Apply** If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Job! Apply for this job