Customer Support Lead, Arcadia
$59-89k
Climate software & data company
Job no longer available
Climate software & data company
1001+ employees
Job no longer available
$59-89k
1001+ employees
Company mission
To stop climate change and break the fossil fuel monopoly by making clean energy simple and accessible for all.
Role
Who you are
- High School Diploma or equivalent work experience
- 2+ years professional experience in a management role
- Bilingual in Spanish highly preferred
- Proficiency with CRM/ACD platforms (Salesforce, Zendesk, Talkdesk, etc.)
- Proficiency with Excel and data management
- Proficiency with workforce management and agent scheduling
- Thorough attention to detail and team/customer-first attitude
- Strong written and verbal communication skills
- Consistent track record of taking initiative
- Ability to problem solve, find creative solutions, and build out standard methodologies
- Be flexible and excited to work in a fast-paced environment with evolving needs
- Have a passion for clean energy and an interest in helping to better the environment
What the job involves
- We’re looking to expand our Customer Experience and we’re looking to hire a Team Lead
- A Lead is a senior member of the CX team and is responsible for ensuring that Arcadia’s Community Solar customers receive premier support
- The Team Lead is also responsible for managing a team remotely across several time zones
- We’re looking for a Lead that is self-motivated, data-driven and highly creative when it comes to ensuring customer satisfaction
- This person should also have a solid understanding of OKRs, data reporting/analyzing and needs to be an excellent communicator
- Manage a team of 10 to 15 Customer Support agents and direct the daily activities and long-term success of agents through coaching, training, development, and performance management
- Consolidate, organize, analyze and report weekly/monthly on agent metrics
- Ensure that daily metrics (TPH, FTR, CSAT, QA) are achieved and provide necessary coaching and accountability measures when metrics are not met
- Work closely with management to provide customer insights that identify potential product enhancements, UX improvements as well as customer journey enhancements
- Supervise the implementation of Performance Improvement Plans (PIPs) where needed and seeing them through to fruition including and up to separation
- Work closely with the Learning & Development Lead to ensure agents are properly trained and suggest refresher courses when needed
Our take
Arcadia believes that without access to clear and actionable consumer data, companies’ climate plans are likely to prove fruitless. Fortunately, data is something Arcadia has an abundance of, with access to 95% of US utility accounts.
The company actually started with a B2C model, matching residents with suitable renewable energy sources based on their utility bill data, then shifted into community solar projects. Now armed with a high volume of consensually-shared customer data, Arcadia’s B2B API platform, Arc, allows companies to access its datasets in order to optimize their offerings.
The platform is used by companies such as electric vehicle charging network EVgo, Ford, Oracle, and Airbnb. Its popularity and growth potential have helped Arcadia win major investment, which continues to support the further development of its products and help to accelerate its community solar business.
Steph
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Apr 2024
$50m
LATE VC
Dec 2022
$125m
LATE VC
Total funding: $561m
Company benefits
- Remote first culture: Work anywhere in the US as long as you have a reliable internet connection.
- Flexible PTO: No accrued hours and no limit on the number of vacation days employees can take each year.
- Medical, dental, and vision: 80-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents. Transparency in coverage.
- Company-wide holidays: 15 annual company-wide holidays including a week long "summer break".
- Weekly "flex time": No internal meetings on Tuesdays and Friday afternoons.
- Paid leave: 12 weeks paid parental leave for all parents, 10 days sick leave, up to 4 weeks bereavement leave.
- Additional time off: 2 volunteer days off, 2 professional development days off.
Company HQ
Downtown, Washington, DC
Leadership
Kiran Bhatraju
(CEO & Founder)Former Legislative Assistant for the US House of Representatives, and former Truman National Security Project Fellow. Board Member at AppHarvest and member of the World Wildlife Fund National Council. Founded and was Director of Business Development at Energy company American Efficient from 2010 to 2014.
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