Do you dream about creating a more sustainable future? At Uplight, we are motivating energy users and providers to accelerate the clean energy ecosystem. Working with over 75 of the world’s leading electric and gas utilities, Uplight provides an end-to-end customer energy experience. Uplight delivers personalized experiences that customers have now come to expect–improving satisfaction, increasing revenue, reducing the cost to serve, and contributing to carbon reduction goals. We are in the process of obtaining our B Corp certification,  enabling us to put our values into action by not only making decisions for the benefit of our shareholders, but also for our customers, environment, employees, and community.

We are seeking a Customer Care Supervisor to join our team and help us achieve our ambitious goals for our business and for the planet.

Description Summary:

As a key squad member, you’d be responsible for the growth and success of the Customer Care squad.  The primary responsibility of the squad is to ensure that our customers receive an outstanding customer experience. You will work with customers throughout the customer’s life-cycle to ensure customer receives maximum value from our Marketplace. Working with our customers to build relationships, troubleshoot technical issues, and act as a liaison between Customer Care and the rest of the company.  

What you get to do:

• Obtain an expert understanding of our products and services
• Directly manage inbound customer tickets via phone, email, and chat
• Work with end customers and other Customer Care Representatives on escalated issues to ensure the best possible experience
• Serve as an escalation point for Customer Care, Fraud Prevention, and critical customer issues; serve as a liaison to other internal departments.
• Execute and monitor department processes and procedures ensuring effective and efficient operations while proposing process improvements
• We're an agile, fast growing company and this job description isn't meant to be a complete list of your qualifications or all the things you'll do

Skills and experience are necessary, but we hire on value alignment first, so if you feel you would be a good fit with us, still consider applying.

What you bring to Uplight:

• You are a master multi-tasker and can pivot from one task to the next
• Passion for customer service
• You take charge in stressful situations and help to guide others
• A high energy level with excellent communication skills; written and verbal
• Proactive and seeks opportunities to learn and improve existing processes
• You are an active communicator and keep internal teams informed of any new developments
• You love to take on new challenges and are not afraid to teach yourself new things
• You thrive in unstructured environments and use that flexibility to your advantage
• A 4-year college degree or equivalent 

 Bonus Points:

• Experience with Zendesk, Shopify, Jira, or similar CRMs 

What makes working at Uplight amazing:

In addition to all the standard medical and dental benefits, that kick in Day 1, we:

• Are proud to be over 300+ rebels with an important cause by helping to create a more sustainable planet.
• Are committed to the environment, our employees, and our communities
• Focused on career growth by following defined career ladders
• Take our work and mission seriously and….we love to laugh!

In addition, we:

• Provide a 401k Match
• Have an innovative flexible time off policy
• Keep you energized with plenty of food and drink