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Customer Support Manager

1 month ago

Chicago, Illinois, United States Nexamp Full time

Do you want to be a part of the clean energy movement? Are you passionate about improving our environment for this generation and those to follow? Are you ready to take on new challenges and collaborate with a future-focused team leading the way into new markets? Join Nexamp

This is where you can learn from industry leaders and become one yourself. It is fast-paced, mission-based work that challenges the status quo. Be on the team that is changing the world.

What we are looking for:

Nexamp's Customer Experience & Operations department is an expanding organization with a vision to consistently improve customer-facing business processes. We are looking to hire a Customer Support Manager who will lead our Customer Loyalty & Account Management teams, who are responsible for providing direct and indirect support to Nexamp's entire community solar customer base, both commercial and residential. As a strategic leader, you will give priority to managing capacity planning, technological advancements, improvements in business processes, leadership development and support, and the optimization of key performance indicators (KPIs). Furthermore, you will offer strong analytical support to improve daily operations to better serve our team and customers. You should demonstrate the ability to suggest, create, implement, and support new practices that enhance business value and efficiency.

This role reports to the Director, Sales & Customer Experience and is hybrid out of our Chicago office.

What you will do:

Oversee the day-to-day operations of the customer support department, managing ongoing interactions with our residential and commercial customers. Serve as a customer advocate throughout the entire value chain, ensuring the implementation of appropriate KPIs, processes, and programs. Coach and develop talent, with a focus on continuous professional growth and fostering Nexamp's core leadership capabilities within the team. Drive business process transformation and continuous improvement initiatives to further enhance the customer experience. Integrate and analyze data from various sources to inform decision-making and provide recommendations to leadership. Collaborate with leadership across Nexamp to identify opportunities for process improvement, leveraging data to prioritize these opportunities. Effectively communicate, both verbally and in writing, throughout the organization. Support the development of new product offerings, collaborating with internal teams to integrate these products into existing business processes or define new processes as needed. Address ad hoc issues impacting the customer experience promptly and urgently, working with internal teams to achieve positive outcomes

What you will bring:

3+ years of managerial experience, preferably in a contact center environment Previous proficiency in Salesforce reporting, workforce management, and telephony/IVRBachelor's degree in business, marketing, or equivalent work experience Familiarity with contact center software tools and reporting systems Experience in Account Management or Customer Success, particularly with business customers Previous involvement in a consumer-facing organization, preferably in Solar, Utility, or Construction with a strong customer focus Adaptable to a high-energy, fast-paced environment Proficient in Microsoft Office Suite Commitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today.Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond your organization. Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization. We value accountability and an ownership mentality. Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions. Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry. Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions.Previous experience engaging and inspiring teams to excel while focusing on the growth and well-being of team members.

If you don't meet 100% of the above qualifications, but see yourself contributing, please submit an application. We encourage people from minority or marginalized groups to apply.

At Nexamp, our mission is building the future of energy, so it is clean, simple, and accessible for all. We believe a diverse team brings different perspectives and experiences, thus benefiting our work. We are committed to providing a work environment free from discrimination. We are proud to be an equal opportunity employer. We do not discriminate against applicants on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, veteran status, or any other basis protected by law. By encouraging a culture where ideas and decisions come from all people, we believe it will help us grow, innovate, and be a part of environmental and social change.

You will love working here because:

Not only will you get to take part in meaningful work and have the chance to change the world alongside innovative, dedicated, and motivated peers, but you will also have access to all the benefits that Nexamp offers This includes our competitive compensation package; a 401(k) employer-match; health, dental, and vision insurance starting day one; flexible paid time off and holiday PTO; commuter benefits, cell phone reimbursement; as well as a hybrid work environment. We have headquarters in Boston, MA and Chicago, IL, in addition to growing offices nationwide. We provide healthy snacks, coffee, service days and other volunteer opportunities, company outings, and more

Nexamp's People team manages all aspects of recruitment and hiring within our organization. We want to inform third-party recruiters, staffing firms, and related agencies that Nexamp does not accept unsolicited resumes. Resumes will only be considered from these entities if a signed agreement is in place and the People team explicitly authorizes external recruiting assistance for a specific position. Any unsolicited resumes received will be deemed the property of Nexamp. We want to emphasize that Nexamp is not liable for any fees associated with unsolicited resumes.

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