Customer Care & Success Analyst

Chariot Energy; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Chariot Energy in Houston is seeking a Customer Care/Success Analyst to support daily operations of our customer care and retention teams. This junior‑level leadership role provides guidance to representatives, helps with training, and escalates complex issues to management.

This position is based in Houston, and the ideal candidate will be within commutable distance of the Houston office location.

Qualifications

• 3+ years of experience in Customer Care, Customer Success, Contact Center Operations, or a customer-facing support environment.
• 1+ years of experience managing or supporting an internal and external outsourced customer care team in a multi-site environment, including performance monitoring, issue resolution, and operational oversight.
• Previous experience as a Senior Representative, SME, Team Lead, Peer Mentor, Trainer, or Escalation Specialist.
• Strong verbal and written communication skills with a demonstrated ability to build relationships across teams and influence positive outcomes.
• Proven customer service, organizational, analytical, and problem-solving abilities.
• Ability to manage multiple priorities, adapt to changing business needs, and perform effectively in a fast-paced environment.
• Experience reviewing customer interactions, identifying trends, and supporting quality improvement initiatives.
• Familiarity with CRM systems, contact center platforms, workforce management tools, and customer experience performance metrics (AHT, Service Level, CSAT, QA, FCR, etc.).
• Proficient in Microsoft Excel, Word, PowerPoint, Teams, and other Microsoft 365 applications.
• Experience supporting process improvement initiatives, training programs, system implementations, or operational projects.
• Eligible to work in the U.S. without sponsorship.

Responsibilities

• Support the Manager and team supervisors with onboarding, training coordination, follow-up coaching, and routine performance feedback.
• Provide day-to-day guidance to representatives and reinforce service standards and expectations.
• Assist with updating training materials, process documentation, and quality resources.
• Track routine team metrics, identify concerns, and share observations with management.
• Promote adherence to company policies, procedures, and regulatory requirements.
• Assist with escalated customer concerns and gather information for PUC and BBB responses under management guidance.
• Support efforts to drive customer satisfaction, retention, and issue resolution.
• Reinforce a customer-first culture within the team.
• Review performance data and assist in identifying trends and opportunities.
• Share observations and practical suggestions that may improve workflows and customer outcomes.
• Assist in the rollout and adoption of new tools, systems, and AI-driven solutions.
• Coordinate with internal teams, including operations, compliance, product, and technology, to help resolve customer and process issues.
• Communicate feedback and observations that help improve customer processes.
• Provide basic operational support when the Customer Care & Success Manager is unavailable and elevate decisions that require management approval.
• Analytical - Proven problem-solving capability with strong analytical skills
• Stakeholder Engagement – Understands the importance of seeking out relationships and working with others toward a shared goal
• Effective Communication - Strong verbal and written communication skills
• Agility - Demonstrate willingness to modify position as needed to meet the needs of the business.

Skills

Analytical

Stakeholder Engagement

Effective Communication

Agility

Multitasking

CRM Systems

Education

Bachelor's degree

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Teams

Job description

Chariot Energy, is an affiliate company of Hanwha Energy USA and ultimately Hanwha Group, a FORTUNE Global 500 firm that is among the eight largest business enterprises in South Korea. Hanwha Energy USA designs, builds and manages solar power plant solutions. The company brings a decade of global leadership in solar PV to North America, combining best-of-world technology, processes, and partnerships to deliver utility‑grade solar PV solutions customized for local energy markets. Hanwha Energy USA offers the full spectrum of PV solutions – from power plant development, design, construction, operations, and maintenance. With proven capabilities across the solar value chain, Hanwha Energy USA minimizes uncertainty and risk, and helps customers achieve a higher return on their investment in solar energy.

Hanwha Energy USA has recently embarked to enter the energy retail market in deregulated markets throughout North America. Chariot Energy is a retail energy provider based in Houston, Texas. We offer electricity to homes and businesses, and it is our goal to provide products and services our customers love and an unmatched experience that is missing in today’s retail energy market.

Hanwha Energy USA has set out to have Chariot Energy become one of the leading energy retail providers (by RCE count) within 5-years of Chariot Energy’s launch.

POSITION OVERVIEW

We are seeking a Customer Care/Success Analyst to support the daily operations of customer care and retention teams across multiple locations. This junior‑level leadership role helps representatives follow service standards, resolve customer concerns, and maintain compliance, efficiency, and customer satisfaction. The Analyst provides day-to-day guidance, assists with coaching and training, and escalates complex issues to management when needed..

This position is based in Houston, and the ideal candidate will be within commutable distance of the Houston office location.

RESPONSIBILITIES

• Support the Manager and team supervisors with onboarding, training coordination, follow-up coaching, and routine performance feedback.
• Provide day-to-day guidance to representatives and reinforce service standards and expectations.
• Assist with updating training materials, process documentation, and quality resources.
• Track routine team metrics, identify concerns, and share observations with management.
• Promote adherence to company policies, procedures, and regulatory requirements.
• Assist with escalated customer concerns and gather information for PUC and BBB responses under management guidance.
• Support efforts to drive customer satisfaction, retention, and issue resolution.
• Reinforce a customer‑first culture within the team.
• Review performance data and assist in identifying trends and opportunities.
• Share observations and practical suggestions that may improve workflows and customer outcomes.
• Assist in the rollout and adoption of new tools, systems, and AI‑driven solutions.
• Coordinate with internal teams, including operations, compliance, product, and technology, to help resolve customer and process issues.
• Communicate feedback and observations that help improve customer processes.
• Provide basic operational support when the Customer Care & Success Manager is unavailable and elevate decisions that require management approval.
• Analytical- Proven problem-solving capability with strong analytical skills,
• Stakeholder Engagement– Understands the importance of seeking out relationships and working with others toward a shared goal.
• Effective Communication- Strong verbal and written communication skills.
• Agility- Demonstrate willingness to modify position as needed to meet the needs of the business.

REQUIRED Experience

• 3+ years of experience in Customer Care, Customer Success, Contact Center Operations, or a customer‑facing support environment.
• 1+ years of experience managing or supporting an internal and external outsourced customer care team in a multi‑site environment, including performance monitoring, issue resolution, and operational oversight.
• Previous experience as a Senior Representative, Subject Matter Expert (SME), Team Lead, Peer Mentor, Trainer, or Escalation Specialist.
• Strong verbal and written communication skills with a demonstrated ability to build relationships across teams and influence positive outcomes.
• Proven customer service, organizational, analytical, and problem‑solving abilities.
• Ability to manage multiple priorities, adapt to changing business needs, and perform effectively in a fast‑paced environment.
• Experience reviewing customer interactions, identifying trends, and supporting quality improvement initiatives.
• Familiarity with CRM systems, contact center platforms, workforce management tools, and customer experience performance metrics (AHT, Service Level, CSAT, QA, FCR, etc.).
• Proficient in Microsoft Excel, Word, PowerPoint, Teams, and other Microsoft 365 applications.
• Experience supporting process improvement initiatives, training programs, system implementations, or operational projects.
• Eligible to work in the U.S. without sponsorship.

PREFERRED EXPERIENCE

• Prior exposure to ERCOT and/or PJM market operations is a preferred.
• Experience supporting AI‑enabled customer service tools, chatbots, knowledge management systems, or self‑service platforms.
• Exposure to complaint resolution processes, including BBB, regulatory, or executive escalations.
• Experience creating training materials, job aids, process documentation, or operational reporting.
• Working knowledge of customer care compliance requirements and consumer protection standards.
• Experience in the retail energy, utilities, telecommunications, or subscription‑based service industry.
• Bachelor's degree in business, Communications, Operations, or a related field preferred but not required; equivalent work experience will be considered.

Chariot Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. www.mychariotenergy.com

Voluntary Self‑Identification

For government reporting purposes, we ask candidates to respond to the below self‑identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Chariot Energy’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.