Customer Escalations Lead, Nexamp
$75-85k
Clean energy solution provider
Open for applications
Clean energy solution provider
501-1000 employees
Open for applications
$75-85k
501-1000 employees
Company mission
To build the future of energy that is clean, simple, and accessible.
Role
Who you are
- At least 3 years of professional experience in customer support, collections, accounts management, or a similar customer-facing role
- Prior customer support experience in a contact center setting is required
- Demonstrated experience in a leadership role managing direct reports within a customer support environment
- Experience supporting or contributing to process improvement initiatives
- Experience handling complex or VIP customer-support scenarios
- Ability to use standard computer programs, including Microsoft Office Suite and particularly Excel
- Proficiency with Salesforce or similar CRM systems
- Experience in utilities, renewable energy, or subscription-based billing is preferred
- Familiarity with Zuora or similar billing platforms is preferred
- Commitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today
- Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond your organization
- Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization. We value accountability and an ownership mentality
- Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions
- Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry
- Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions
- If you don’t meet 100% of the above qualifications, but see yourself contributing, please apply
What the job involves
- Nexamp is looking to hire a Customer Escalations Lead to join their Customer Experience team
- You will be responsible for Nexamp’s highest-risk customer and regulatory issues, protecting the company from financial, legal, and reputational exposure as we scale rapidly
- You will be responsible to manage the escalations function end-to-end—delegating day-to-day work, personally handling the most complex regulatory complaints, credit card disputes, and VIP/B2B issues, and tying together Customer Experience (CX), Account Management, and Collections support for key customers
- Own the escalations queue by delegating work, setting monthly goals, and monitoring case volume and timelines, while personally owning the most complex, high-risk, or high-visibility issues
- Direct end-to-end resolution for complex or sensitive escalations—leveraging Salesforce, Zuora, Sigma, and other Nexamp systems along with advanced investigation, negotiation, and de-escalation skills—to deliver timely, compliant outcomes
- Review and approve financial remedies and high-impact customer communications, including billing adjustments, credit memos, regulatory or VIP responses, and project- or utility-wide customer notifications
- Serve as the senior point of contact for escalations affecting commercial accounts, partnering with Account Management to identify risks, drive resolution, and support long-term retention and renewals
- Identify trends in escalations, rework, and customer pain points, and share insights with leadership along with recommended improvements
- Support, train, and mentor the Escalation Representative and other CX team members, modeling best practices in case handling, documentation, and customer communication, and ensuring consistent quality across the queue
- Be biased towards action and developing customer focused solutions that can be role modeled and expanded to strengthen the entire CX organization
- You will report to the Manager, Customer Retention & Collections
Our take
Nexamp stands as a leading force in the shift towards a new era of clean energy. Specializing in solar energy solutions, the company spearheads the design, construction, and operation of solar assets throughout the US.
By offering subscription-based access to solar farms, Nexamp enables homeowners, businesses, and municipalities to harness solar energy benefits without the burden of upfront costs or risks. With a diverse portfolio and a customer base exceeding 70,0000, Nexamp's unwavering commitment to accessible, sustainable energy has solidified its position as an industry leader.
Bolstered by a substantial influx of funding in 2025, Nexamp is poised for expanded influence. This financial boost will fuel the development of a 6 GW project pipeline. It's already started 49 solar and battery storage projects, extending the benefits to thousands of households and furthering its mission towards a sustainable energy revolution.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jun 2024
$2m
GROWTH EQUITY VC
Apr 2024
$520m
GROWTH EQUITY VC
Total funding: $1.0bn
Company benefits
- Health benefits starting day one
- Company sponsored service days
- Company contributed HSA account
- Cell phone reimbursement
- Flexible hybrid work arrangements
- Educational assistance
- Flexible time off
- Parental leave
- 401k company match
- Commuter/transit benefits
Company HQ
Downtown Crossing, Boston, MA
Leadership
Will Thompson
(Co-Founder)Graduated from Tufts University with a BASc in Environmental Engineering. Previously served as a Captain in the United States Army and as a Commander in the U.S. Coast Guard. Also worked as an Assistant Project Manager at CDM Smith.
Salary benchmarks
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