Customer Success Coordinator

Title: Customer Success Coordinator

Term: Full-time

Location: Remote, within the U.S.

Compensation: $68,000 annually, plus 10% quarterly performance-based bonuses

Who is Solstice?

Climate change mitigation requires massive clean energy expansion, yet 77 percent of American households cannot install rooftop solar power due to rented housing, the structure of their rooftop, the upfront cost, or access to financing. Solstice connects households and community organizations to “community solar”—shared solar farms that are installed in a centralized location where local residents can enroll in a portion for free, without any home installations, and enjoy guaranteed savings on their monthly utility bill.

Solstice is an award-winning, mission-driven clean energy company working to put affordable, renewable energy in the hands of every household, including low-income populations and communities of color. The clean energy revolution is happening now; Solstice is working to ensure this transition is equitable and widespread by making it simpler and more affordable than ever for homeowners, businesses, and even renters to go solar.

Position overview: 

With surging demand for renewable energy, Solstice is poised for significant scale. As such, we are seeking a detail-oriented, driven, energetic, efficient, analytical, reliable, and highly-organized Customer Success Associate to support our growing customer needs.  

Customers are the most important stakeholder at Solstice, and we strive to ensure every customer has a great experience with community solar. The Customer Success Specialist will wear a few different customer service hats: helping potential and new customers navigate our digital platform, responding to customer inquiries in a timely manner, and onboarding new customers to Solstice. 

You will leverage both phone and email and livechat to support enrollment, account or billing queries with Solstice subscribers. There will also be opportunities to work with internal teams to support customer communication, onboarding, and education initiatives. The right candidate is process driven, a problem solver, loves helping and talking to people, and is passionate about environmental justice and climate change mitigation.

As a Customer Success Specialist, you will be the face of Solstice and first point of contact with potential, new and existing customers. 

New Subscriber Support:

• Guide potential subscribers through the enrollment process, ensuring they understand and complete all necessary steps. 
• Leverage community solar knowledge/experience to clearly communicate Solstice value proposition to subscribers.
• Verify and process enrollment forms, ensuring accuracy and completeness.
• Assist customers with platform account setup and activation, troubleshooting any issues that arise.
• Provide information on subscription plans, billing, and benefits to potential subscribers.
• Collaborate with the sales and marketing teams to ensure a seamless transition for new subscribers.
• Document all activities in our customer system tools (SFDC, Zendesk) and in the Solstice platform.

Subscriber Billing and Platform Support:

• Support inbound call overflow and respond promptly to customer inquiries via phone, email, and chat.
• Resolve customer complaints and issues efficiently, providing appropriate solutions and alternatives.
• Maintain a thorough understanding of our services to assist customers effectively.
• Keep accurate records of customer interactions, including details of inquiries, complaints, and actions taken.

Other Responsibilities:

• Support execution of bi-annual NPS program and monitor customer satisfaction metrics and performance indicators for support, analyze all customer feedback trends, and identify opportunities for improvement.
• Support preparation of weekly, monthly and quarterly reports and updates on customer success activities, performance, and outcomes.
• Collaborate closely with cross-functional teams, including Sales, Marketing, and Product Development, to support customer support processes, strategies and deliver seamless customer experiences.
• Support update of comprehensive documentation in the CS manual on current role, CS tools, systems, and business processes to ensure clarity and efficiency. 
• Support maintenance of user-friendly guides, manuals, and training materials for various tools and systems.
• Provide training and support on utilizing tools and systems effectively based on documented procedures and CS best practices.

Minimum Qualifications:

• Minimum 3 years of professional experience; customer facing roles in a SaaS organization.
• Experience with Google Workspace and Microsoft Office Suite
• Experience with salesforce, CRM or Customer Support softwares
• Process-oriented with great attention to detail
• Patience with customer questions and the ability to articulate value proposition to external stakeholders with passion and energy
• Full of positive attitude – you see challenges as learning opportunities
• Proactive -- you identify problems and design solutions without being asked 
• Excellent communication, interpersonal, and organizational skills
• A problem solver; excited to tackle both small and large challenges
• Enthusiastic, positive, and team-oriented
• Excited to work in a fast-paced, growing scale-up environment
• Driven, gritty, and resilient; demonstrated ability to persevere through unanticipated challenges

Preferred Qualifications:

• Inbound sales experience
• Spanish fluency
• Call center or support ticketing experience

Benefits:

• Comprehensive medical, vision, and dental coverage
• Health and Dependent Care FSA
• 401k with matching
• Professional development annual stipend
• Gender-neutral paid parental leave policy
• Five weeks of PTO a year, including when we close the office for ~1.5 weeks in late December
• Flexible personal time to allow employees to run errands, go to doctor’s appointments, etc. without taking PTO
• Ability to work remotely from within the United States

As part of the Customer Success team, you will experience:

• Opportunity to identify and manage customer support and customer management projects
• A deep understanding of the solar and renewable energy space, particularly the rapidly growing community solar industry
• Hands on startup experience in cleantech
• Knowledge from and personal interaction with leadership
• The opportunity to work on two crucial issues that positively impact the world: climate change mitigation and social justice
• A team of passionate, collaborative, dedicated, and empathetic employees

Solstice was founded to advance equity and inclusion in America. We are committed to living those values, not just in the work we do to promote environmental and energy justice, but in how we grow as an organization. We always seek to expand leadership opportunities for marginalized communities in the global transition to clean energy.

Solstice is an equal-opportunity employer. We hire, train, compensate, and promote without regard to race, religion, gender identity or expression, sexual orientation, disability, age, national origin, genetics, veteran status, or any of the other characteristics that give each of us a unique perspective and capacities.

We’re a team of mission-driven, passionate, and dedicated individuals. We’ve fostered an inclusive and fun culture through monthly outings, solar farm field trips, and all-team strategy retreats throughout the year. Apply today and get to know us