Simple Energy is a fast-paced, Boulder-based startup. We graduated TechStars in 2011 and have continued growing and improving since. We are changing the world by helping people understand and reduce their energy consumption. We’re looking for someone to help us change the world.

Be part of building a great company with an awesome culture: intelligent, passionate, engaged coworkers; dog-friendly office; company outings; free snacks and drinks; and the opportunity to change how millions of people think!

The Sr. Manager of Customer Service will be primarily responsible for the growth and success of the Customer Service squad, leading and defining all facets of our Customer Experience. The primary responsibility of the Customer Service Squad is to ensure that our customers receive an outstanding customer experience. You will work with the customer service squad to ensure the customer receives maximum value from our Marketplace. Working with our customers to build relationships, resolve technical issues, and act as a leader defining our customer service strategy for the company. 

Responsibilities

• Obtain an expert understanding of our products and services
• Develop strong relationships with Engineering, Product and Operations to ensure cohesion and shared understanding of goals and initiatives
• Serve as an escalation point for Customer Support, Fraud Prevention, and critical customer issues; serve as a liaison to other internal departments.
• Manage the squad to meet business KPIs
• Hire, train and lead a large internal workforce in order to achieve high performance and company success
• Develop, implement, and monitor systems department processes, and procedures ensuring effective and efficient operations
• Develop and provide regular reporting and updates to other squads
• Provide statistical and performance feedback on a regular basis
• Assist with customer service calls/chat and emails when needed
• 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

About you

• You are an experienced Customer Service leader with 5+ years in a leadership Customer Service role
• You are a master multi-tasker and can pivot from one task to the next
• Passion for providing superior customer service
• Experienced in Customer Service/Relationship software (Zendesk and/or Salesforce CRM experience a plus)
• Process design/improvement guru
• You have hands-on experience building and leading large teams
• You take charge in stressful situations and help guide others
• A high energy level with excellent communication skills; written and verbal
• Proactive and seeks opportunities to learn and improve existing processes
• Ability to attract, build, and retain a team of high performing individuals; must be adept at assessing, coaching, and effectively managing employee performance
• 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
• Bonus: experience with Zendesk, Shopify, Jira, or similar CRMs

 Benefits every Simple Energy employee gets:

• Competitive salary
• An equity stake in Simple Energy
• Getting to live in one of the greatest places in the world – Boulder (we're a little biased)
• Health insurance coverage
• MacBook Air or MacBook Pro — You'll always have the tools you need to get the job done.
• Health reimbursement up to $500 for things like a gym membership, or a Ski Pass, ect.
• Rocky Mountain National Park Annual pass
• Boulder/Denver B-Cycle Annual membership
• Be part of building a great company with an awesome culture: intelligent, passionate, engaged coworkers; dog-friendly office; company outings; free snacks and drinks; and the opportunity to change how millions of people think about and act on saving energy.

 Simple Energy is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.