Lead, Solar Customer Care & Experience

Qcells North America; Irvine (CA); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Hanwha Q CELLS America Inc. in California seeks a Senior Manager, QSS Customer Care to build and lead a high-performing customer care organization within QSS Operations.

The role requires solar industry experience, strong leadership, and cross-functional collaboration to prevent customer issues. You will design processes, manage escalations, partner on disaster-related recoveries, report insights to executives, and ensure compliance while driving efficiency and employee engagement in a hybrid

Qualifications

• Bachelor’s degree in Business, Operations, or related field.
• 8+ years of experience in customer service or operations.
• 5+ years in leadership roles developing teams.
• 3+ years in the solar industry with knowledge of residential financing and TPO agreements.
• Experience leading hybrid/remote teams with measurable performance.

Responsibilities

• Lead and scale a team of Customer Care Specialists.
• Design, implement, and improve customer service processes.
• Handle high-priority and escalated customer complaints.
• Identify and contact customers affected by natural disasters; prioritize system repairs.
• Collaborate cross-functionally to reduce customer friction.
• Report customer concerns to senior leadership with data-backed recommendations.
• Establish and monitor KPIs to ensure quality and efficiency.
• Mentor and develop team members; foster accountability and collaboration.
• Ensure compliance with regulatory, legal and industry standards.

Skills

Leadership

Customer service management

Cross-functional collaboration

Problem-solving

Communication

Hybrid/remote team management

Travel readiness

Education

Bachelor’s degree in Business, Operations, or related field

Job description

Hanwha Q CELLS America Inc. in California seeks a Senior Manager, QSS Customer Care to build and lead a high-performing customer care organization within QSS Operations.

The role requires solar industry experience, strong leadership, and cross-functional collaboration to prevent customer issues. You will design processes, manage escalations, partner on disaster-related recoveries, report insights to executives, and ensure compliance while driving efficiency and employee engagement in a hybrid