Director of Client Technical Solutions, Uplight
$144-180k
Plus bonus
Clean energy technology partner
Be an early applicant
Clean energy technology partner
501-1000 employees
Be an early applicant
$144-180k
Plus bonus
501-1000 employees
Company mission
To fuel the transition to clean energy in order to build a more sustainable future.
Role
Who you are
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- 8-10+ years of progressive leadership experience in technical support, customer success, or client services, with at least 3-5 years in a Director-level or equivalent strategic leadership role
- Proven experience leading and mentoring other managers or team leads, and building/scaling high-performing teams in a rapidly growing SaaS, energy, or eCommerce environment
- Extensive experience in developing and implementing long-term strategic plans for technical support or customer success organizations, translating business objectives into actionable support strategies
- Demonstrated ability to translate complex technical challenges into strategic business solutions
- Exceptional communication and presentation skills, with the ability to articulate complex concepts and strategies to executive leadership, clients, and internal teams
- Proven ability to develop, document, and optimize complex support workflows and knowledge bases
- Strong understanding of the customer support lifecycle and best practices for delivering exceptional service
- Experience with customer support tools (e.g., Zendesk, Salesforce, Jira, Intercom) and CRM systems
- Strong analytical, problem-solving, and critical-thinking skills; able to identify root causes and drive solutions
- A collaborative, positive leadership style that motivates teams and builds trust
- Commitment to Uplight’s mission and values; proactive and adaptable in a fast-changing environment
What the job involves
- We are looking for an experienced, driven Director, Client Technical Solutions to lead our Technical Support and Customer Support teams
- This role is critical to ensuring our clients and their end customers receive timely, effective support
- Define and lead the strategic direction and operational excellence for Uplight’s Technical Support, Data Operations & Customer Support teams in North America and India, ensuring timely, high-quality resolution of customer issues and adherence to strategic service level agreements (SLAs)
- Lead the team to develop, implement, and maintain effective support strategies, workflows, escalation procedures, and documentation to drive efficiency, scalability, and service excellence across the organization
- Define and own key performance indicators (KPIs) and service level agreements (SLAs) for all client technical support functions, ensuring continuous improvement and meeting strategic business objectives; monitor and analyze key performance metrics (KPIs), support data, and trends to evaluate team and individual performance, identify recurring issues, and drive continuous improvement
- Act as an escalation point for critical client technical issues, driving swift resolution and implementing systemic improvements to prevent recurrence, including participating in after-hours or on-call rotation as needed
- Drive knowledge management practices and the strategic evolution of internal and external knowledge bases and support resources
- Recruit, mentor, and develop a high-performing leadership team and foster a culture of continuous improvement, accountability, and customer obsession across the Client Technical Solutions organization
- Collaborate and communicate effectively with, and influence, cross-functional teams (e.g., Product, Engineering, QA, Account Management, Sales) and 3rd party Customer Care support vendors to proactively resolve issues, influence product roadmaps, document known problems, and implement long-term, systemic solutions
- Establish, monitor, and maintain service level agreements (SLAs) and ensure performance meets or exceeds targets
- Identify and implement continuous improvements in customer service and technical support processes to enhance the customer experience and operational efficiency, including leading significant organizational or process changes
- Handle customer escalations with professionalism and urgency
- Participate in after-hours or on-call rotation, as needed
- Own the strategic direction, implementation, and optimization of core support systems and technologies (e.g., CRM, ticketing systems, knowledge bases), partnering with cross-functional teams to ensure these systems align with tech support and customer care goals and broader business objectives
- Develop and maintain robust system and process documentation; identify opportunities for automation and improvement to enhance efficiency and scalability
- Manage relationships with external vendors and partners, including strategic staffing, scheduling, and contract performance for call centers or outsourced services, driving strategic alignment and performance
- Ensure compliance with financial controls, security standards, and company policies, overseeing budget management related to these systems and support operations
Application process
- Application Deadline: August 8, 2025
Our take
Uplight provides end-to-end technology solutions that aim to increase efficiency within energy ecosystems. The company's tech solutions consist of energy personalization systems to motivate customers to use energy more efficiently, in addition to energy reports, marketplaces, and other API microservices. They're currently working with more than 80 of the world’s leading electric and gas utilities.
Uplight’s software gives these utility companies granular data about how customers consume energy in their homes and businesses and offers ways to reduce their base power demand. They also offer a consumer marketplace for finding rebates and deals on energy-efficient appliances and electric vehicles.
The company has grown rapidly, reaching Unicorn status in 2021, despite only being founded two years previously. Uplight is entering its next phase of growth, focusing on significantly scaling its software solutions to further expand globally. It acquired Virtual Power Plant provider Autogrid in 2023 to embolden these aims.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Company benefits
- Medical & Dental
- Flexible PTO
- 401k Match
- Parental Leave
- Peer Recognition
Company HQ
Boulder, CO
Leadership
Luis D'Acosta
(CEO (Not Founder))Previously Executive Vice President at Schneider Electronics, CEO at SEL, Director General of Mexico for Schweitzer Engineering Laboratories and Power Systems Manager in Mexico for ABB.
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