Posted today
Our client is a growing U.S.-based solar energy company focused on providing high-quality residential solar and home energy solutions. The company operates in a fast-paced, customer-focused environment where technical support, problem-solving, and excellent customer communication are essential to delivering a seamless customer experience.
We're looking for a Customer Technical Support Manager to build, lead, and scale the company's Technical Support function.
This is a highly customer-facing leadership role. You'll oversee a team responsible for helping residential customers navigate technical issues, resolving service-related concerns, and ensuring problems are handled efficiently and professionally.
The ideal candidate combines strong people leadership with a hands-on, customer-first mindset. You'll be responsible for developing a high-performing support team, handling complex customer escalations, and creating processes that improve the overall support experience.
This person should be comfortable stepping in to take customer calls, de-escalate challenging situations, and work directly with customers and internal teams when needed, particularly during the initial stages of building the department.
Build, lead, and scale the Technical Support department, developing a high-performing team of support representatives.
Recruit, train, coach, and manage team members, establishing clear expectations and performance standards.
Oversee day-to-day customer support operations, ensuring inquiries and technical concerns are handled promptly and effectively.
Serve as an escalation point for complex or sensitive customer situations, taking ownership of issues through resolution.
Step in to handle customer calls directly when needed, particularly during the initial build-out of the department.
Develop effective de-escalation strategies to manage frustrated customers, resolve complaints, and maintain positive customer relationships.
Establish clear processes for handling customer inquiries, troubleshooting, escalations, follow-ups, and issue resolution.
Monitor team performance, including response times, resolution rates, customer satisfaction, and overall service quality.
Identify recurring customer concerns and operational gaps, implementing improvements to reduce repeat issues and unnecessary escalations.
Work closely with Field Operations, Project Management, and other departments to coordinate the resolution of technical and service-related issues.
Help support representatives understand the technical aspects of residential solar systems and communicate solutions to customers in a clear, accessible way.
Ensure customer concerns are properly documented, followed up on, and closed out.
Foster a customer-first culture built around accountability, empathy, ownership, and continuous improvement.
5+ years of experience in customer support, technical support, customer service operations, or a related customer-facing environment.
Previous experience managing and developing customer-facing support teams, ideally in a high-volume environment.
Experience building, restructuring, or scaling support teams, preferably to 30–40+ employees.
Strong experience handling customer escalations, complaints, and challenging conversations.
Excellent de-escalation, conflict resolution, and problem-solving skills.
A hands-on leadership style, with a willingness to jump in and support the team directly when necessary.
Strong communication and interpersonal skills, with the ability to build rapport with customers and employees.
Advanced English communication skills, both written and verbal.
Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
A proactive, energetic, and solutions-oriented mindset.
Ability to work effectively with cross-functional teams and drive accountability.
Experience in residential solar, home services, utilities, telecommunications, HVAC, home improvement, or other consumer-facing technical service industries.
Experience supporting homeowners or residential customers with technical or service-related issues.
Experience managing customer support, technical support, contact center, or service operations teams.
Experience in a fast-growing company where processes and departments needed to be built or improved from the ground up.
Familiarity with CRM platforms, ticketing systems, and customer support tools such as Salesforce.
Experience coordinating with field technicians, installers, or service teams.
Previous experience supporting a U.S.-based company.
Competitive compensation
3 weeks of paid time off (PTO).
100% remote work as an independent contractor.
Opportunity to build and lead a Technical Support department within a growing U.S.-based solar company.
Direct impact on customer experience and operational performance.
Opportunity to work closely with senior leadership and cross-functional teams.
Working Hours: Monday–Friday, aligned with U.S. business and field operations hours. Flexibility may be required to support customer escalations.