Retention Specialist

Light; United States; On-site; USD 70,000 - 90,000; Full time

Job summary

Light is building the digital energy infrastructure to power a sustainable future. In the Retail/Customer Operations team, you will ensure a seamless customer experience in deregulated energy markets by supporting daily operations, resolving issues, and optimizing processes.

You will work with cross-functional teams, stay current on ERCOT/PJM rules, and leverage CRM and billing platforms to improve efficiency while delivering exceptional service in a fast-growing startup environment.

Qualifications

• Bilingual Spanish/English with excellent communication skills.
• Experience in retail energy customer service or operations in deregulated markets (ERCOT, PJM).
• Strong problem-solving skills and ability to handle complex customer issues.
• Proactive, analytical mindset and ability to work independently in a fast-paced startup.
• Experience with CRM systems, billing platforms, or energy market software.

Responsibilities

• Serve as the primary point of contact for customer inquiries with high service levels.
• Troubleshoot enrollments, billing, payments, and energy usage issues.
• Support retail energy operations including account management and market transactions.
• Analyze customer interactions to identify trends and improvement opportunities.
• Collaborate with engineering, product, and operations to streamline workflows.
• Stay informed on deregulated energy markets and regulatory changes.

Skills

Bilingual (Spanish/English)

Retail energy experience

CRM systems experience

Analytical mindset

Problem-solving

Startup environment adaptability

Tools

Energy market software

Billing platforms

Job description

About Us

The world is electrifying. As we plug in more devices and services, we need new ways to connect to power.

The traditional, one-size-fits-all utility approach, with complicated bills and frustrating customer service, no longer works. At Light, we make it easy to get affordable, renewable electricity by embedding power with the products that consumers already use, from the companies they love.

Light's mission is to power a sustainable and abundant energy future for everyone. We do it by making any company able to sell electricity. With Light's utility-as-API platform, companies from automakers and solar providers to real estate and beyond can offer their own, integrated electricity plans.

Imagine purchasing an electric vehicle that includes unlimited home charging, or solar panels that come bundled with any excess energy you might need from the grid. We're building the flexible future where clean energy shows up wherever customers already are.

We're a Series A company based in Austin, TX. We've found meaningful traction and are now investing aggressively in growth. Join us in building the digital energy infrastructure for the next century of power.

The Role

As a Retail/Customer Operations team member at Light, you will play a key role in ensuring a seamless experience for our customers in deregulated energy markets. You will support the day-to-day operations of our retail energy platform, assisting customers, resolving issues, and optimizing internal processes to enhance efficiency. This role requires strong analytical skills, deep knowledge of retail energy markets (ERCOT, PJM, etc.), and a customer-centric mindset.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries, ensuring a high level of service and satisfaction.
• Troubleshoot and resolve customer issues related to enrollments, billing, payments, and energy usage.
• Support retail energy operations, including account management, market transactions, and compliance with regulatory requirements.
• Analyze customer interactions and operational processes to identify trends and opportunities for improvement.
• Collaborate cross-functionally with engineering, product, and operations teams to enhance the customer experience and streamline workflows.
• Maintain a strong understanding of deregulated energy markets, staying informed about regulatory changes and industry best practices.

What You Bring

• Bilingual (Spanish/English) with excellent communication skills.
• Prior experience in retail energy customer service or operations, with knowledge of ERCOT, PJM, or other deregulated markets.
• Strong problem-solving skills and the ability to handle complex customer issues with professionalism.
• A proactive and analytical mindset, with the ability to work independently in a fast-paced startup environment.
• Experience with CRM systems, billing platforms, or energy market software is a plus.

Join us in transforming the way companies and consumers interact with energy. Be part of a team that is shaping the future of retail electricity and delivering innovative, customer-friendly energy solutions.