Manager, Technical Customer Support

Title: Manager, Technical Customer Support

Location: Remote

Type: Full-time

Workplace: remote

Category: Team Love

JobDescription:

What Youll Do

• At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things youll be doing:
• Model our Omnidian core values by coaching, providing feedback, and developmental opportunities to build effective teams.
• Oversee a team of technical support representatives, ensuring they are properly trained, motivated, and equipped to handle customer inquiries effectively.
• Assist with escalated customer issues and provide guidance to team members on complex technical problems.
• Track key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and ensure the team meets or exceeds performance targets.
• Continuously refine support processes and procedures to enhance efficiency and effectiveness, implementing best practices to streamline workflows.
• Maintain a deep understanding of the company’s products or services, staying up-to-date with new features or updates, and ensuring the support team is adequately trained on them.
• Analyze customer feedback and support metrics to identify trends, pain points, and areas for improvement, and implement strategies to address them.
• Collaborate with other departments such as product development, sales, and marketing to communicate customer needs and feedback, and ensure a cohesive customer experience.
• Advocate for our customers within Omnidian, representing the voice of the customer and championing their needs in product development and decision-making processes.

Who You Are

• You are a leader who cares deeply about people, recognizing their potential and having the courage to develop this potential
• You are an analytical problem solver who is comfortable working in a growth stage company that is fast paced and learning to scale
• You are self-motivated and are not afraid to act independently and make quick decisions to deliver an outstanding client and customer experience
• You are passionate about working in a culture to empower others and are excited to become part of a growing start up.
• You excel in a fast-paced, dynamic environment, where priorities may shift and challenges may arise unexpectedly. You are flexible and adaptable to change.
• You have excellent verbal and written communication skills to effectively convey technical information to customers, team members, and other stakeholders.

Experience You’ll Need

• 5+ years managing successful teams
• 4+ years of solar experience, gaining In-depth knowledge of solar photovoltaic (PV) systems, including system design, installation, operation, and maintenance. Familiarity with solar inverters, panels, mounting systems, and monitoring software is essential.
• Proven experience in providing technical support or customer service. You should have a track record of resolving technical issues, answering customer inquiries, and providing guidance on system optimization and troubleshooting.

Experience That’s a Plus

• Process Improvement experience such as Lean
• Experience in the broader solar industry, specifically in PV and Storage technical support, field service network operations, installation or financial services
• NABCEP or similar solar technical certification
• Established track record of advancing DEI work in companies or communities

Work-Life and Culture

• All of our roles offer the opportunity to work remotely
• If you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle
• If you are near one of our employee clusters, we offer one or more local gatherings per year
• We provide outstanding benefits that we are continually improving upon, including family medical, dental, vision, disability, parental leave, 401(k) administration, thoughtful PTO, and paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, quarterly bonus and long-term stock options for every employee
• We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
• We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
• We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, check out our post What Makes an Ethical Company?

Grow With Us

• We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
• The next role in this career track is Sr Manager, Technical Support
• Were a fast-growing startup, which means were constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means theres gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways youve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.