Team Lead - CX Ops

Who we are

Arcadia is the technology company empowering energy innovators and consumers to fight the climate crisis. Our software and APIs are revolutionizing an industry held back by outdated systems and institutions by creating unprecedented access to the data and clean energy needed to make a decarbonized energy grid possible.

In 2014, Arcadia set out on its mission to break the fossil fuel monopoly and since then we have been knocking down the institutional barriers to unlock decarbonization. To date, we have connected hundreds of thousands of consumers and small businesses with high-quality clean energy options. Fast forward to today, and now, we’re thinking even bigger. We have launched Arc, an industry-defining SaaS platform that empowers developers and energy innovators to deliver their own custom, personalized energy experiences, accelerating the transformation of the industry from an analog energy system into a digitized information network.

Tackling one of the world’s biggest challenges requires out-of-the-box thinking & diverse perspectives. We’re building a team of individuals from different backgrounds, industries, & educational experiences. If you share our passion for ushering in the era of the clean electron, we look forward to learning what you would uniquely bring to Arcadia! Visit www.arcadia.com.

HQ: Washington, DC

>$1B Valuation; >$500M of Capital raised since inception

Roles & Responsibilities 

• Lead, mentor, and manage a team of customer-facing analysts, fostering a collaborative, high-performance culture.
• Conduct regular team meetings to discuss performance, and updates, and provide feedback.
• Perform regular performance reviews to evaluate team members, set goals, and identify areas for improvement.
• Develop and implement comprehensive training programs to enhance the skills and knowledge of the team.
• Oversee daily operations to ensure that customer queries and issues are addressed promptly and effectively.
• Monitor and manage support queues in Zendesk, ensuring that SLAs and response time targets are consistently met.
• Act as the primary point of contact for complex and escalated customer issues, working to resolve them swiftly and satisfactorily.
• Analyze support metrics and customer feedback to identify trends, areas for improvement, and actionable insights.
• Develop and implement strategies to enhance the customer support experience, including process optimization and new initiatives.
• Work closely with product, engineering, and other departments to address systemic issues and improve overall service delivery.
• Track and report on team metrics and key performance indicators such as response times, resolution times, and customer satisfaction scores.
• Establish and maintain a feedback loop for continuous improvement, providing regular and constructive feedback to team members based on performance data.
• Engage directly with key customers to understand their needs, gather feedback, and ensure their satisfaction.
• Address customer feedback by implementing changes and improvements to service quality and support processes.

Eligibility Criteria:

Must-haves:

• 6-10 years experience in customer support or a related field, with at least 3 years in a leadership role within the tech industry.
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Proficiency with customer relationship management tools such as Zendesk, as well as other basic technical tools like JIRA, and MS Excel.
• Excellent analytical and problem-solving abilities.
• Outstanding verbal and written communication skills, capable of effectively interacting with customers and team members.
• Demonstrated commitment to customer satisfaction and experience improvement.

Nice-to-haves:

Industry Knowledge:

Familiarity with the Energy utility industry and its customer support best practices.Certifications: Relevant certifications in customer service or management such as Six Sigma or Scrum. Advanced Technical Skills: Additional technical expertise that can enhance the team’s capabilities such as familiarity with Rest API and SQL.

• Familiarity with testing techniques like functional testing, regression testing, and API testing.

Benefits:

• Competitive compensation based on market standards.
• We are working on a hybrid model with remote first policy
• Apart from Fixed Base Salary potential candidates are eligible for following benefits
• Flexible Leave Policy
• Office is in the heart of the city in case you need to step in for any purpose.
• Medical Insurance (1+5 Family Members)
• We provide comprehensive coverage including accident policy and life Insurance.
• Annual performance cycle
• Quarterly team engagement activities and rewards & recognitions
• L&D programs to foster professional growth
• A supportive culture that values diversity, empathy, teamwork, trust, and efficiency

Eliminating carbon footprints, eliminating carbon copies.

Here at Arcadia, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future. Arcadia is committed to equal employment opportunity regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law. While we are currently unable to consider candidates who will require visa sponsorship, we welcome applications from all qualified candidates eligible to work in the United States.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.