Customer Experience Associate

About the Company

Our company develops innovative software solutions aimed at addressing critical challenges in emerging grid integration to facilitate a clean, fair, and resilient energy transition. Our platform leverages cloud-native architecture and advanced optimization systems to assist utility grids in handling increasing electrification, while complying with strict industry regulations, security, and reliability standards.

Role Summary

We are looking for a dedicated and empathetic Customer Experience Associate to join our Customer Operations Team, acting as the vital connection to our customers actively engaged in utility programs we serve. This role focuses on delivering exceptional service, resolving customer inquiries effectively, and providing valuable customer insights to internal teams. The position operates on a hybrid model with in-office presence required on Tuesdays and Thursdays.

Key Responsibilities

• Handle customer questions and requests via email and other communication channels, meeting defined support standards and response time targets.
• Escalate complex issues appropriately and promptly.
• Detect and report missing resources or information that could aid customers in solving problems independently.
• Keep detailed records of issues to support Engineering and Product teams in bug resolution.
• Collect and convey customer feedback to improve user experience and maximize customer value.
• Distribute email campaigns for emerging concerns, program updates, and special notifications.
• Manage customer incentive payments accurately, resolving any discrepancies in payments or eligibility.
• Create and maintain up-to-date help center content tailored to evolving products, policies, and common inquiries.

Desired Profile

• 1-2 years of experience in customer operations or support within startup or consumer product settings.
• Ability to translate technical details into clear explanations suitable for non-technical audiences.
• Skillful interaction with customers while advocating for improvements based on user feedback.
• Experience managing ticket backlogs and prioritizing issues for resolution via content or product development.
• Keen attention to customer satisfaction metrics such as CSAT scores, response times, and resolution rates.
• Effective and thoughtful communication; thorough investigative skills to identify issue causes and communicate solutions precisely.
• Familiarity with customer service platforms (e.g., Zendesk), and productivity tools like Google Docs and JIRA.
• Proficient in data entry and tracking using tools like Excel or Google Sheets.
• Experience with AI tools is a plus.
• Comfortable working in ambiguous environments with loosely defined processes common in startups.
• A strong desire for continuous learning and personal development.
• Passionate about climate change mitigation and decarbonization.

Compensation and Location

The role offers an annual salary ranging from $58,000 to $82,000, complemented with equity incentives and benefits. The salary offer is determined by factors including experience, skills, and location. This position is hybrid with work location in San Francisco, requiring onsite presence two days a week.