Senior Customer Care Lead, Solar Escalations

BMI Suomi (Icopal Oy, Icopal Katto Oy, Ormax Tiilikatot); South Carolina; Vor Ort; USD 76.000 - 105.000; Vollzeit

Benefits dieser Stelle

Health insurance

Family-building benefits

401(k) with employer match

Wellness program

Tuition reimbursement

Employee Resource Groups

Zusammenfassung

GAF Energy is seeking a Senior Specialist Customer Care to lead elevated customer support strategies on our residential solar platform. You will manage complex escalations, perform root-cause analysis, and drive cross-functional initiatives with Field Operations, Technical Support, and Product Management.

As a senior SME, you will mentor junior associates, shape SOPs, and help scale operations while monitoring key customer metrics and delivering executive-level reporting.

Qualifikationen

• 5+ years in high-tier customer support or similar field.
• Bachelor's degree required.
• Experience in solar, renewable energy, residential construction, or consumer tech preferred.
• Strong analytical skills to identify bottlenecks and drive improvements.
• Excellent verbal and written communication; able to present to executives.

Aufgaben

• Take end-to-end ownership of high-severity escalations and drive rapid resolution.
• Conduct root-cause analysis on recurring issues and warranty claims.
• Collaborate with Field Operations, Scheduling, Engineering, and Quality teams to fix systemic problems.
• Document SOPs, knowledge base, and training workflows for Tier 1 and Tier 2 care.
• Monitor NPS, CSAT, FCR, and SLA metrics; provide leadership with insights.
• Mentor junior support staff and assist with onboarding and reviews.
• Oversee CRM workflow logic, queue routing, and ticket tagging for data accuracy.

Kenntnisse

High-tier support

Root-cause analysis

CRM (Salesforce/Zendesk)

Data analytics

Cross-functional collaboration

Solar knowledge

Ausbildung

Bachelor's degree (any of business/communications/engineering/operations)

H.S. Diploma or GED

Tools

Salesforce

Zendesk

Google Workspace

Jobbeschreibung

GAF Energy is seeking a Senior Specialist Customer Care to lead elevated customer support strategies on our residential solar platform. You will manage complex escalations, perform root-cause analysis, and drive cross-functional initiatives with Field Operations, Technical Support, and Product Management.

As a senior SME, you will mentor junior associates, shape SOPs, and help scale operations while monitoring key customer metrics and delivering executive-level reporting.