Manager of Client Technical Solutions, Uplight
$104-130k
+ Bonus
Clean energy technology partner
Be an early applicant
Clean energy technology partner
501-1000 employees
Be an early applicant
$104-130k
+ 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)
- 5+ years of experience managing a technical support team and/or customer care operation, ideally with experience in SaaS, energy, or eCommerce environments
- Proven ability to develop, document, and optimize 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
- Excellent communication skills, with the ability to interact effectively across technical and non-technical teams
- 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 Manager, 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
- Oversee day-to-day operations of the Technical Support & Customer Support teams in North America, in coordination with a counterpart in India, ensuring timely, high-quality resolution of customer issues and adherence to service level agreements (SLAs)
- Develop, implement, and maintain effective support strategies, workflows, escalation procedures, and documentation to drive efficiency and service excellence
- Monitor and analyze key performance metrics (KPIs), support data, and trends to evaluate team and individual performance, identify recurring issues, and drive continuous improvement
- Serve as an escalation point for complex technical issues, handling customer escalations with professionalism and urgency, including participating in after-hours or on-call rotation as needed
- Drive knowledge management practices, including developing and maintaining support resources and knowledge bases
- Recruit, hire, train, coach, and develop support team members, fostering a collaborative, high-performance, and engaged team culture
- Collaborate and communicate effectively with cross-functional teams (e.g., Product, Engineering, QA, Account Management, Sales) and 3rd party Customer Care support vendor to resolve issues, document known problems, and implement long-term solutions
- Establish, monitor, and maintain service level agreements (SLAs) and ensure performance meets or exceeds targets
- Identify and implement improvements in customer service and technical support processes to enhance the customer experience and operational efficiency
- Handle customer escalations with professionalism and urgency
- Participate in after-hours or on-call rotation as needed
- Partner with cross-functional teams to ensure that back-end systems and processes align with tech support and customer care goals and business objectives
- Develop and maintain system and process documentation; identify opportunities for automation and improvement
- Manage relationships with external vendors and partners, including staffing, scheduling, and contract performance for call centers or outsourced services
- Ensure compliance with financial controls, security standards, and company policies
Application process
- Application Deadline: July 19, 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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