Customer Experience Associate (Remote, US)

Who We Are

Renew Home is on a mission to change how we power the world by making it easier for customers to save energy and money at home as part of the largest residential virtual power plant in North America.

We partner with industry-leading brands to better manage residential energy for users by prioritizing efficiency, savings, and comfort — and cleaner energy for everyone.

We are an Equal Opportunity employer striving to create a diverse, equitable, and inclusive work environment where everyone feels that they have a voice that is heard.

We strongly encourage candidates to check out our website at www.renewhome.com  to learn more about the world-changing work we are doing.
Role Summary

As a Customer Experience (CX) Associate, you’ll play a key role in helping Renew Home deliver exceptional support to our users as we scale to a nationwide product. You’ll partner closely with the Senior Manager of Customer Experience and the broader CX team to ensure every user interaction reflects our mission to make clean energy accessible to everyone.

In this role, you’ll handle user inquiries, troubleshoot issues, and guide customers through key processes like account setup, onboarding, and performance tracking during energy-saving events. You’ll also help identify trends, share feedback with internal teams, and continuously look for ways to improve how we serve our users.

This is an exciting opportunity to join a high-performing, mission-driven team where you’ll learn, grow, and help build the foundation for an outstanding customer experience at Renew Home.

What You Will Do

• Serve as a trusted advocate for our users by ensuring their questions are answered and their issues are resolved with empathy, accuracy, and efficiency.
• Guide users through key processes such as connecting utility accounts, onboarding, and understanding their performance during energy-saving events.
• Troubleshoot and investigate user issues, identify root causes, and escalate non-routine situations as needed.
• Manage daily workflows to meet team service targets and contribute to overall customer satisfaction goals.
• Participate in team stand-ups and reflection sessions to share updates, learnings, and opportunities for improvement.
• Communicate clearly and effectively through our current written channels (email and live chat) and be ready to support new channels (such as phone) as we grow.
• Collaborate with teammates and cross-functional partners to continuously improve the customer experience.
• Work a regular schedule within our standard business hours (Monday-Friday) to ensure consistent, high-quality support for our users.

• 2+ years of experience in customer support, customer experience, or a related field (or equivalent transferable experience).
• Experience providing support for a SaaS company, including live chat.
• Strong written and verbal communication skills – you can explain complex information clearly and with empathy.
• A genuine passion for helping people and delivering excellent service experiences.
• Comfort using online tools, troubleshooting basic technical issues, and guiding users through digital processes.
• Curiosity and a growth mindset – you seek feedback, ask questions, and continuously look for ways to improve.
• Strong organizational skills and attention to detail; able to manage multiple requests and priorities efficiently.
• A collaborative and positive approach – you thrive in a fast-paced, team-oriented environment.
• Flexibility and adaptability as we grow into a nationwide product offering.

What You'll Get

• A full-time position, with a competitive salary based on experience. The base salary for this role is: $60k - $80k.
• Fully remote work environment with home office set-up allowance.
• Real and lived work-life balance - Company perks include no pre-set vacation limits (with a top-down culture of taking meaningful PTO every year!), parental leave benefits, and a corporate value of working sustainably and putting families first.
• Competitive benefits package that includes numerous health and wellness benefits.
• 401(k) plan, with employer contributions to the same.
• Opportunity to work with amazing people who are passionate about their mission, thriving in a fully-remote work environment, and learning and growing every day.

At this time, Renew Home is unable to sponsor or take over sponsorship of employment visas. Candidates must be authorized to work in the United States without current or future immigration sponsorship from the company, including training plans for foreign students.

EQUAL OPPORTUNITY EMPLOYER

Individuals seeking employment at Renew Home are considered without regard to race, color, religious creed, sex, gender identification, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.