Customer Care Manager

Overview:

We are looking for a dynamic and service-driven Customer Care Manager to lead and evolve our Customer Care department. This individual will play a pivotal role in optimizing daily operations, developing team talent, and ensuring we consistently deliver a best-in-class experience to every homeowner we serve.

This is a high-impact leadership role with end-to-end ownership of team performance, talent development, and process improvement. If you’re an experienced people leader, a skilled communicator, and passionate about operational excellence in a customer-facing environment — we’d like to meet you.

Key Responsibilities:

• Lead, coach, and develop a team of Customer Care Specialists to achieve defined KPIs in productivity, quality, and customer satisfaction
• Drive team accountability around call quality, appointment conversion, and service standards
• Recruit, onboard, train, and evaluate team members to build a high-performance culture
• Provide timely, constructive feedback and conduct performance evaluations focused on skill development and career progression
• Oversee day-to-day scheduling, proposal follow-up, customer inquiry resolution, utility coordination, and data accuracy
• Act as the point of escalation for complex or high-priority customer concerns, ensuring timely and professional resolution
• Ensure all team interactions reflect the company’s values and commitment to delivering a “remarkable experience”
• Collaborate cross-functionally with internal departments to improve communication, streamline workflows, and close operational gaps
• Continuously assess and refine customer care processes to enhance efficiency and effectiveness

Qualifications:

• Minimum 2 years of experience in a customer service leadership or call center management role
• Demonstrated success in developing people, driving performance, and fostering team engagement
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Excellent verbal and written communication and interpersonal skills
• High emotional intelligence and problem-solving capabilities
• Proficient in CRM platforms, scheduling software, and Microsoft Office Suite (Word, Excel, Outlook)
• Associate or Bachelor’s degree in business, marketing, or a related field preferred
• Bilingual (Spanish/English) is a strong plus