Supervisor, Customer Support (8314) Customer Service Guaynabo, Puerto Rico, United States

Enphase Energy, Inc.; Guaynabo (PR); On-site; USD 45,000 - 75,000; Full time

Job summary

A forward-thinking company is seeking a Supervisor of Customer Support to lead a dynamic team in the Guaynabo office. This role involves managing technical support agents, ensuring high performance, and providing training to enhance service quality. As a key player in the customer support team, you will monitor call center metrics, intervene in complex customer issues, and collaborate with leadership on product modifications. If you have a passion for customer service and a knack for leadership, this is an exciting opportunity to drive a sustainable future in the energy sector.

Qualifications

• Experience in technical support/customer service leadership roles.
• Strong interpersonal skills with customers and colleagues.

Responsibilities

• Lead and motivate call-center agents to achieve high performance levels.
• Monitor call and case statistics to forecast staffing needs.

Skills

Technical Support Leadership

Conflict Resolution

Communication Skills

Networking Protocols

IT Administration

SQL Databases

Salesforce CRM

Mentoring and Training

Education

High School Diploma or GED

Tools

Salesforce

CRM Platforms

Job description

Enphase Energy is a global energy technology company and a leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, our innovative microinverter technology revolutionized solar power, making it safer, more reliable, and scalable. Today, the Enphase Energy System enables users to make, use, save, and sell their own power. Enphase has shipped over 80 million products across 160 countries, making it one of the most successful and innovative clean energy companies worldwide.

Join our dynamic teams designing and developing next-generation energy technologies to help drive a sustainable future!

About the role:

The Supervisor of Customer Support manages a team of technical support agents at the Enphase Energy Support Center. The role involves monitoring call center metrics and quality, providing training and guidance to support agents, and intervening with customers as needed.

What you will do:

1. Lead and motivate call-center agents to achieve high performance levels.
2. Assist agents with troubleshooting technical issues related to Enphase products and installations.
3. Provide ongoing training and corrective feedback to ensure agents are well-equipped to handle product and process issues.
4. Monitor call and case statistics to forecast staffing needs and infrastructure upgrades.
5. Ensure adherence to Enphase standards by monitoring call and case quality.
6. Document and regularly update all processes and workflows within the call center.
7. Monitor voice and data systems for capacity planning and troubleshooting.
8. Evaluate and refine existing flowchart processes for efficiency and effectiveness.
9. Intervene with external customers on complex issues beyond the support agents' resolution capacity.
10. Manage the call center’s CRM caseload to maintain acceptable response times.
11. Report on statistical data, trends, and milestones to the Director of Customer Support.
12. Coordinate with leadership on field issues, product modifications, and documentation of solutions.
13. Enforce departmental best practices and customer interaction guidelines.
14. Participate in ongoing industry and product training.
15. Represent Enphase professionally across communication channels.
16. Adhere to company policies and standards of conduct.

Who you are and what you bring:

• High school diploma or GED equivalent.
• Proven experience in technical support/customer service leadership roles.
• Excellent communication skills, including conflict resolution and technical documentation.
• Experience with networking protocols, firewalls, operating systems, SQL databases, CRM platforms, and IT administration; scripting experience is a plus.
• Experience leading, mentoring, and training support teams.
• Experience coordinating with software and hardware teams on product issues.
• Strong interpersonal skills with customers and colleagues.
• Ability to monitor and analyze operational statistics for resource planning.
• Knowledge of solar electric products and NEC standards is beneficial.
• Prior experience with Salesforce CRM is advantageous.

Physical Requirements:

• Sitting for extended periods and working on a computer.
• Hand and finger manipulation for phone and keyboard use.
• Extended phone conversations with customers.
• This is an on-site position at our Guaynabo, PR office, full-time.