Customer Support Manager - Irvine, United States - Qcells

Qcells

Verified Company

Irvine, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Responsibilties:

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Leadership and Team Management:

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System Performance and Case Management:

Oversee the verification of system performance using solar monitoring portals.
Ensure the effective creation, management, and resolution of service or customer care tickets.
Lead root cause analyses to understand the drivers behind customer support cases, implementing preventive measures as needed.

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Communication and Reporting:

Serve as the primary point of contact between the customer support team and senior leadership.
Prepare detailed reports on team performance, ticket resolution statistics, and system performance issues.
Present findings and recommendations to senior management and external stakeholders as required.

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Process Optimization:

Review and enhance operational procedures to align with industry best practices and company objectives.
Identify and implement continuous improvement opportunities to streamline workflows and improve customer satisfaction.
Monitor and analyze team performance to reduce cycle times and enhance service delivery.

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Documentation and Compliance:

Manage the resolution of paperwork deficiencies and compliance issues with various parties, including utilities and regulatory bodies.
Ensure the team's adherence to company policies and industry regulations by regularly updating training materials and procedures.

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Technology and Tools Management:

Ensure the effective use of CRM, fulfillment portals, third-party financier portals, and other business tools by the team.
Lead initiatives to integrate new technologies or systems that can enhance operational efficiency and customer experience.

Required Qualifications:

Bachelor's degree in business administration or equivalent
3+ years of customer experience supervision
Proven track record of leading and developing successful teams.
Exceptional leadership and people management skills.
Strong analytical and problemsolving abilities.
Excellent communication skills, both oral and written, with the ability to effectively present complex information.
High attention to detail and strong organizational skills.
Demonstrated ability to operate in a highgrowth, entrepreneurial environment.
Processdriven mindset with a focus on longterm solutions and continuous improvement.
A solutionorientated collaborator with the ability to work effectively under pressure and with ambiguity.
This target salary range is for CA positions only and should not be interpreted as an offer of compensation