Customer Service Manager

Customer Service Manager

Pay

$55,000-$60,0000 Location: Remote with Occasional Travel Employment Type: Full-Time, Salaried

About US Solar Supplier

US Solar Supplier is a fast-growing solar and energy storage ecommerce company helping homeowners, contractors, and businesses build energy independence through solar, batteries, backup power, and related equipment.

We work with technically minded customers investing real money in important projects. They value honesty, responsiveness, organization, and practical communication; and we take pride in delivering real support from real people.

We’re looking for an experienced, people-first Customer Service Manager to take full ownership of our customer service department and build it into a major part of our business model. This is a hands-on leadership role with responsibility for developing the team, creating the processes and systems, and building service and loyalty programs that improve retention, repeat business, referrals, and our overall reputation.

The right person has led a customer-facing team before, knows how to build structure, and genuinely cares about both the customer experience and the team delivering it.

What You'll Do

Team Leadership & Development

• Own the development of customer service as a core business function and competitive advantage for US Solar Supplier
• Onboard and manage a team of customer service/support coordinators
• Coach team members on communication, de-escalation, and problem-solving skills
• Build a strong, supportive team culture as the department grows

Operations & Process

• Design and refine workflows for claims, refunds, shipping issues, and order resolution
• Establish KPIs and reporting to track customer experience performance
• Identify gaps in process and drive improvements
• Coordinate cross-functionally with operations, fulfillment, and vendor teams on escalations

Customer Experience

• Own escalated and complex customer cases that require higher-level judgment
• Ensure the team delivers calm, practical, solution-oriented support consistently
• Monitor customer feedback trends and use them to inform coaching and process changes
• Help customers feel informed, supported, and confident throughout their project

Strategic Growth

• Help scale the customer service function as the company grows, including staffing plans
• Partner with leadership on tools, systems, and CRM platforms to support a growing team
• Contribute to retention and loyalty initiatives from a team-leadership perspective

What We're Looking For

• 2+ years of experience leading and managing a customer service or support team
• A passion for problem solving
• Comfortable making a high volume of incoming and outbound phone calls. Must love the phone.
• Proven ability to train and develop team members
• Strong track record of building or improving customer service processes and workflows
• Calm, solution-oriented leadership style, especially under pressure or during escalations
• Excellent written and verbal communication skills
• Comfortable balancing hands-on casework with big-picture process and team building
• Strong organizational skills and ability to manage multiple priorities across a team
• Data-comfortable: able to track, interpret, and act on metrics

Preferred Experience

• Must have experience in solar, construction, manufacturing, logistics, high volume ecommerce, or other operational industries
• Familiarity with CRM/operational platforms (Shopify, HubSpot, Monday.com, Salesforce, shipping/logistics systems, etc.)
• Experience managing remote or hybrid teams
• Background in freight claims, returns, or vendor coordination is a plus

Why Work With Us

We're a fast-growing company in the renewable energy industry with a team that genuinely enjoys building things together. We move quickly, work hard, and care deeply about customer experience. Stiff corporate culture isn't really our thing.

We believe in investing in our people. If there's a skill you want to build or a direction you want to grow in, we want to hear about it — and we'll put real resources behind it. We collaborate openly, share wins, and give people room to take ownership and grow their careers here, not just their to-do lists.

Our customers are passionate and highly engaged, and we take pride in giving them thoughtful, practical support from real people. As we grow, we need a leader who can build the team and systems to match. Someone who wants to grow with us, not just for us!

Pay: $55,000.00 - $60,000.00 per year

Benefits

• Health insurance
• Paid time off

Application Question(s)

* Please answer fully. Describe your experience working in solar, manufacturing, logitics, construction, or another high volume ecommerce company.

Education

* Bachelor's (Preferred)

Experience

• Customer Support Management: 2 years (Required)
• CRM software: 2 years (Required)

Work Location: Remote