Solar Customer Care Leader — Scale & Elevate Service

Qcells North America; Irvine (CA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Hanwha Q CELLS America Inc. is seeking a Senior Manager, QSS Customer Care to build and lead a high-performing customer care organization within the QSS Operations team. The role focuses on residential solar customer service and cross-functional collaboration across the organization to prevent issues.

The position will be based out of the San Francisco, Irvine or Santa Clara offices, with hybrid work arrangements and periodic travel.

Qualifications

• Bachelor’s degree in Business, Operations, or related field or equivalent experience.
• 8+ years in customer service/operations roles.
• 5+ years of leadership experience with high-performing teams.

Responsibilities

• Lead and scale a team of Customer Care Specialists.
• Design and continually improve customer service processes.
• Handle high-priority and escalated complaints with root-cause analysis.
• Coordinate with Disaster Recovery to contact affected customers.
• Collaborate across functions to reduce customer friction.
• Report KPIs and provide data-backed recommendations to leadership.
• Establish KPIs to ensure quality and efficiency.
• Mentor team members and foster accountability and collaboration.
• Ensure compliance with regulatory and industry standards.

Skills

Leadership

Cross-functional collaboration

Problem solving

Communication

Travel flexibility

Education

Bachelor's degree in Business/Operations

Job description

Hanwha Q CELLS America Inc. is seeking a Senior Manager, QSS Customer Care to build and lead a high-performing customer care organization within the QSS Operations team. The role focuses on residential solar customer service and cross-functional collaboration across the organization to prevent issues.

The position will be based out of the San Francisco, Irvine or Santa Clara offices, with hybrid work arrangements and periodic travel.