Customer Experience Manager

Position Overview

The Customer Experience Manager is responsible for owning and improving the end-to-end customer experience. This role serves as the primary point of contact for escalated customer concerns, acting as a customer advocate while balancing company objectives.

This individual will autonomously resolve customer complaints, proactively follow up on completed projects, and drive positive customer outcomes including 5-star reviews and referrals.

Key Responsibilities

Customer Escalation & Resolution

• Serve as the primary owner of escalated customer concerns and complaints
• Investigate issues across departments (sales, install, service) to identify root causes
• Resolve customer issues with autonomy, including financial resolutions up to $5,000
• Communicate clearly and empathetically with customers to de-escalate situations and rebuild trust
• Track and document all escalations, resolutions, and trends

Customer Experience Management

• Proactively follow up with customers post-install to gather feedback on their experience
• Identify gaps in the customer journey and recommend process improvements
• Act as the voice of the customer internally, advocating for improvements across teams
• Partner with operations, sales, and service teams to reduce repeat issues

Reputation & Review Management

• Request and manage customer reviews (Google, etc.)
• Increase overall review volume and maintain a high average rating
• Address negative reviews and work toward resolution and recovery

Customer Education & Engagement

• Meet with customers post-install (virtually or in-person) to review system performance and expectations
• Ensure customers understand how their solar system works and what to expect long-term
• Provide a high-touch, white-glove experience for customers as needed

Qualifications

• 3–7 years of experience in customer experience, customer success, or complaint resolution roles
• Strong conflict resolution and de-escalation skills
• Ability to operate independently and make sound judgment calls
• Excellent communication skills (written and verbal)
• Highly organized with strong follow-through
• Experience in home services, construction, or solar preferred

This full time, salaried role pays between $70,000-$85,000 per year. This position is able to partake in health, dental, and vision insurance, as well as company-sponsored life insurance and telehealth. This role also offers paid holidays, PTO (increases with tenure), and a 401k with company match!