Customer Success Supervisor (Remote)

Customer Success Supervisor

Powur PBC

As the first 100% cloud-based solar energy provider, Powur is the fastest growing national residential solar company. With more than a 1,000% year-over-year growth in 2020, a spot of 61 on Inc 5000 list in 2021, and two record-breaking crowdfunding rounds in 2017 and 2021, Powur is poised to continue to break records as we help homeowners choose clean, reliable energy and empower our sales professionals and installers to thrive in the solar industry leveraging our innovative platform. We attribute our growth directly to our team. We consistently hire dynamic, innovative and hard-working people who work tirelessly in support of our mission to accelerate the adoption of clean energy worldwide.

We are seeking a Customer Success Supervisor to join our team and manage Powur’s customer success teams. This includes managing a team of customer care specialists to enrich the lives of homeowners as measured by customer satisfaction, seller satisfaction, quality and speed. This might be you if you are a detail oriented person, who’s also great at managing relationships, and making sure all parties of the solar ecosystem feel respected, heard, and valued.

Our culture is fast-paced, innovative, collaborative and dynamic. When you join Powur, you join a team of people who find a way and think and act like owners because every employee of Powur has an opportunity to participate in ownership of the company. The right candidates are passionate about making things work extraordinarily well and ready for the challenge of our next round of continued and sustainable growth.

Role and Responsibility

• Lead team of front line personnel / customer care associates that directly interface with homeowners, energy consultants and install partners
• Lead, coach and develop your team to maximize their performance and build a world class support organization
• Deliver a world class customer experience to all external and internal customers utilizing a variety of tools and methods
• Review customer complaints and concerns and engage directly with customers and staff to resolve
• Seek to improve the customer experience through data analysis and developing actionable plans to improve processes, tools and the performance of the team.
• Ensure that projects are kept on track and delivered with the speed and quality of service that is expected from being the number one brand in solar
• Exceptional ability to communicate and foster positive business relationships as well as the ability to collaborate and work in cross functional teams
• Act a liaison with sales, install partners, IT, accounting and other areas of the business to ensure a world class customer experience
• Assist in defining and implementing process improvements
• Other duties as assigned

Qualifications and Attributes

• Proven work experience as a Customer Success Supervisor or similar role minimum 2 years
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Highly organized and able to multi-task
• Self-driven and proactive nature
• Excellent communication and interpersonal skills
• High computer literacy and ability to learn new software
• Knowledge with productivity software e.g. Google suite, Adobe suite and ZenDesk
• Ability to be highly successful in a virtual / remote corporate environment
• Knowledge of customer success processes
• Experience in document creation
• Positive, fun and winning attitude to get things done
• Passion for service

Compensation & Benefits:

• Competitive salary
• Freedom time off policy and paid holidays
• Work from home
• Stock Option Plan
• Health Benefits