Member Experience Team Lead

Arcadia is a technology company revolutionizing the energy industry. We make choosing clean energy easy for everyone, no matter where you live or who your utility provider is. Founded in 2015, Arcadia set out with one purpose that continues to drive us today: a 100% clean energy future.

Tackling one of the world’s biggest challenges – climate change – requires out-of-the-box thinking and diverse perspectives, so we’re building a team of individuals from all different backgrounds, industries, and educational experiences. If you share our passion for building a future powered by 100% renewable energy, we look forward to receiving your application and learning what you would uniquely bring to our organization!

We’re looking to expand our Member Experience and we’re looking to hire a Team Lead. The Lead is a senior member of the MX team that is responsible for ensuring that Arcadia’s Community Solar customers receive top-tier support. The Team Lead is also responsible for managing a team remotely across several time zones. Arcadia always puts their customers first and is looking for a Lead that also shares a “customer first” mentality. We’re looking for a Lead that is self-motivated, data-driven and highly creative when it comes to ensuring customer satisfaction. This person should also have a working knowledge of OKRS, data reporting/analyzing and should be an excellent communicator.

Arcadia is headquartered in Washington, DC, and open to fully remote candidates.

#LI-REMOTE

• Manage a team of 10 to 15 Member Experience agents and direct the daily activities and long-term success of agents through coaching, training, development, and performance management
• Consolidate, organize, analyze and report weekly/monthly on agent metrics
• Ensure that daily metrics (TPH, FTR, CSAT, QA) are achieved and provide necessary coaching and accountability measures when metrics are not met
• Work closely with management to provide customer insights that identify potential product enhancements, UX improvements as well as customer journey enhancements
• Oversee the implementation of Performance Improvement Plans (PIPs) where needed and seeing them through to fruition including and up to separation
• Work closely with the Learning & Development Lead to ensure agents are properly trained and suggest refresher courses when needed

• High School Diploma or work experience equivalent
• 2+ years professional experience in a management role
• Bilingual in Spanish highly preferred
• Proficiency with Excel and data management
• Rigorous attention to detail
• Team-first attitude
• Strong written and verbal communication skills
• Proven track record of taking initiative
• Ability to problem solve, find creative solutions, and build out best practices
• Be flexible and excited to work in a fast-paced environment with evolving needs
• Have a passion for clean energy and an interest in helping to better the environment

• "Remote first" culture - work anywhere in the US as long as you have a reliable internet connection
• Flexible PTO - no accrued hours and no limit on the number of vacation days employees can take each year
• 17 annual company-wide holidays including a week long "summer break"
• 10 days sick leave
• Up to 4 weeks bereavement leave
• 2 volunteer days off
• 2 professional development days off
• 12 weeks paid parental leave for all parents
• Weekly "flex time" - no internal meetings on Tuesdays and Friday afternoons
• 80-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents