Enervee’s shopping and comparison platform is transforming the way utilities (we call them partners) engage with their customers on purchasing energy-saving products and services across electric products, appliances, solar and electric vehicles. On earth day, we announced our Series B funding - a big new investment in empowering everyone to shop efficiently. 

Learn more about Kerogen Capital and J.P. Morgan's investment in Enervee to accelerate decarbonization and protect our climate system.

Enervee is a remote first distributed team with members across 27 states. Enervee’s Director, Customer Care can be based anywhere in the US. 

Enervee’s Director, Customer Care will strategically lead Customer Care and oversee all aspects of customer service policies, objectives and initiatives.  This role will act as the voice of the customer across the organization and will partner with Customer Operations to optimize processes and profitability through business planning and collaboration

• Find the right partner and actively drive outsourcing of Enervee´s Customer Care service
• Manage the external Customer Care and Support partner and permanently improve performance by setting clear accountable performance measures
• Lead the Customer Care team at Enervee for second level escalation issues and QA
• Enhance response times, drive first call resolution and increase sales through better service
• Define and develop scripts and guidance for the external call center and support agents in the name of our utility partners 
• Use customer insight and root cause analytics to identify company wide improvements and present these to the Executive team 
• Be accountable for ensuring full regulatory compliance, legal requirements and identification of any potential risk issues
• Solve escalation issues directly with our utility partner, be the intermediate between Customer Service and our utility partner and  be a responsive partner 
• Develop and maintain volume forecasts in a monthly cadence and being responsible for resource planning
• Make sure always having the right number of internal and external agents staffed in conjunction with business objectives and service level agreements
• Oversee the approval process and revisions with internal stakeholders and clients

People are our greatest asset and we want to empower Enervee’s Director, Customer Care  to help achieve our vision!

• We celebrate diversity, encourage innovation, work collaboratively, and practice transparency
• Sustainability is our business model as well as our mode of operation
• We're passionate about our partners and we genuinely appreciate them
• Our leadership team is committed to empowerment and passionate about professional development and growth

The well-being of our employees is pivotal, and we address this through various perks and initiatives we periodically assess and enhance. We care about your present as well as your future and provide competitive compensation in addition to the following:

• 401K retirement saving plan with an above industry average employer match
• Every employee has a stake in our mission with our Employee Stock Option Plan
• Comprehensive medical, dental & vision plans (100% Employer paid for employees and at 50% for Dependents) + Employer covered life and AD&D insurance + Access to health, well-being, personal development and counseling resources
• Flexible PTO + Flexible work schedule + Paid Parental Leave for 12 weeks
• Online meal delivery program for employees through GrubHub
• Mission aligned company events, including volunteering
• Choose your own devices program
• Salary range for this position: $97,364 - $144,585

• 5+ years extensive experience in managing operational customer service teams managing or outsourced customer care teams
• Experience managing Live Chat
• Strong customer focus with a clear understanding of customer care
• Experience in managing customer service and support with an external partner/outsourced partner
• Proven Management experience at a senior, strategic level role and track record of exceeding targets, KPI’s, SLA’s, in a quality led, customer satisfaction
• Demonstrate ability to motivate and communicate with others at all levels
• Excellent communication, collaboration, and planning skills with meticulous attention to detail
• Strong organizational skills with the ability to multitask, detail-oriented with attention to schedules and timelines and maintenance of records and materials

Bonus points!

• Experience with HubSpot Service Hub 
• Working experience in an online retail environment preferred