The Position

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 B Corp certified, 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 the planet.

What you get to do:

• Help drive projects and tasks assigned to members of the team, ensuring  deadlines and milestones are met.
• Help provide feedback and support for other members of the team as they complete projects and tasks assigned to them. 
• Assist the Customer Care Manager with overseeing the team’s performance and  attendance. 
• Identify areas of opportunity for operational efficiency and assist in  implementation of new processes.
• Monitor metrics and overall team performance, ensuring SLA’s are met.
• Provide a weekly report on overall team performance. 
• Respond to escalations received from external sources such as utility partners and other teams. 
• Assist with Tier 3 escalations as needed. Tier 3 escalations may include frustrated customers, returns, refunds, and more.

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:

• Strong interpersonal skills 
• Experience in customer support roles 
• Customer support QA leadership experience, with a demonstrated ability to give actionable, thoughtful feedback in real time, and engage team members
• Proactive, critical thinking problem solving skills
• Turns obstacles into successes 
• Quick learner, willing to take initiative, and has great follow through
• Strong listening skills and analytic abilities 
• Ability to work independently
• Positive and enthusiastic attitude

Bonus Points:

• Zendesk experience
• Technical background 

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. 
• Are focused on career growth by following defined career ladders
• Take our work and mission seriously and….we love to laugh! 

We also:

• Provide a 401k Match
• Have an innovative flexible time off policy

Uplight provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.