Support Specialist

The Position
Do you dream about creating a more sustainable future? At Uplight, we are motivating energy users and providers to accelerate the clean energy ecosystem. Working with over 90 of the world's leading electric and gas utilities, Uplight provides an end-to-end customer energy experience. Uplight delivers personalized experiences that customers have now come to expect-improving satisfaction, increasing revenue, reducing the cost to serve, and contributing to carbon reduction goals. We are B Corp certified, enabling us to put our values into action by not only making decisions for the benefit of our shareholders, but also for our customers, environment, employees, and community.
We are seeking a Support Specialist to join our team and help us achieve our ambitious goals for our business and the planet.
What you get to do:
As a Support Specialist at Uplight, you will work daily with many teams, both internal and external, to support the smooth functioning of customer care.

• You will ensure information flows from internal groups to the outsourced customer-facing team and vice versa
• You will encourage and ensure quality interactions for end customers
• You will enable the customer-facing support team to assist customers and support Uplight programs as they evolve and expand over time
• You will assist with data requests and cyclical and ad hoc special projects related to customer support and associated systems.

What you will contribute:

• Answer daily questions posed via Slack and ticket request system
• Develop and provide training to customer-facing agents and cross-functional teams
• Audit agent interactions and provide feedback
• Review reporting and provide insights
• Create documentation and training materials
• Help maintain/update the chatbot
• Serve as a liaison between teams to facilitate the sharing of knowledge
• Identify opportunities for system and process improvements and develop new processes in support of emerging and evolving programs
• Work with implementation and account teams to set up new programs and features
• Assist with monitoring and data entry tasks
• Ability to flex to unexpected situations and take on tasks with little lead time

What you bring to Uplight:

• 1-2 years in a customer care or support role or equivalent experience
• Ability to organize and plan effectively
• Comfort in cross-functional collaboration
• Strong verbal and written communication skills
• Passion for providing a great customer experience

Bonus points:

• Ability to manage conflicting priorities
• Previous customer care experience
• Experience working in Ecommerce
• Familiarity with Excel and understanding data

Don't meet every single requirement? Studies have shown that women, marginalized genders and people of color are less likely to apply to jobs unless they meet every single qualification. At Uplight we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
What makes working at Uplight amazing:
We are:

• Proud to be over 500+ purpose-driven individuals helping to create a more sustainable planet.
• Committed to the environment, our employees, and our communities.
• Focused on providing cross-functional work, collaboration, and development.
• Committed to taking our work and mission seriously and....we love to laugh!

We also provide:

• 401k Match
• Medical, vision, and dental insurance
• Monthly wellness stipend
• Peer to peer recognition program
• Management by objectives bonus plan
• Innovative flexible time off policy
• Exceptionally collaborative and cool office spaces

Salary Range: $50,000 to $60,000
In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.
Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.