Title: Customer Success Associate

Term: Full-time

Location: Remote, within the U.S.

Compensation: $53,000 annually, plus quarterly performance-based bonuses

Overview:

Climate change mitigation requires massive clean energy expansion, yet 77 percent of American households cannot install rooftop solar power due to rented housing, the structure of their rooftop, the upfront cost, or access to financing. Solstice connects households and community organizations to “community solar”—shared solar farms that are installed in a centralized location where local residents can enroll in a portion for free, without any home installations, and enjoy guaranteed savings on their monthly utility bill.

Solstice is an award-winning, mission-driven clean energy company working to put affordable, renewable energy in the hands of every household, including low-income populations and communities of color. The clean energy revolution is happening now; Solstice is working to ensure this transition is equitable and widespread by making it simpler and more affordable than ever for homeowners, businesses, and even renters to go solar.

Position overview:

With surging demand for renewable energy, Solstice is poised for significant scale. As such, we are seeking a detail-oriented, driven, energetic, efficient, analytical, reliable, and highly-organized Customer Success Associate to support our growing customer needs.

Customers are the most important stakeholder at Solstice, and we strive to ensure every customer has a great experience with community solar. The Customer Success Associate will wear a few different customer support hats: helping customers navigate our digital platform, responding to customer inquiries in a timely manner, and onboarding new customers to Solstice. The right candidate is process driven, a problem solver, loves helping and talking to people, and is passionate about environmental justice and climate change mitigation.

Responsibilities:

• Be the first point of contact with customers, understanding their concerns and resolving them in a professional and timely manner
• Leverage both phone and email and livechat to troubleshoot account and billing queries with Solstice customers
• Assist with execution of customer communication, onboarding, and education initiatives
• Document all activities in our customer system tools (SFDC, Zendesk) and in the Solstice platform
• Help build scalable customer service processes and implement efficiencies across all stages of the customer journey
• Collaborate with team members within and across departments to improve customer management processes and enhance the customer experience
• Fully understand the solar industry, community solar market, the Solstice customer profile and value proposition

Qualifications:

• Located in Mountain or Pacific time zones or willing to support 9 am to 6 pm Pacific.
• Spanish fluency is preferred.
• Minimum 2 years of professional experience.
• Experience with Google Suites and Microsoft Office Suite required.
• Patience with customer questions and the ability to articulate value proposition to external stakeholders with passion and energy
• Love for helping and bringing joy to others
• Full of positive attitude – you see challenges as learning opportunities
• Proactive -- you identify problems and design solutions without being asked
• Excellent communication, interpersonal, and organizational skills
• Process-oriented with great attention to detail
• Experience in CRM or Customer Support softwares a plus
• A problem solver; equally excited about the opportunity to solve small problems and big problems as long as they serve a larger mission
• Enthusiastic, positive, and team-oriented; always willing to lend a hand to a team member
• Excited to work in a fast-paced, growing startup environment
• Driven, gritty, and resilient; demonstrated ability to persevere through unanticipated challenges

Benefits:

As a Customer Success Associate, you will gain:

• Opportunity to identify and manage customer support and customer management projects
• A deep understanding of the solar and renewable energy space, particularly the rapidly growing community solar industry
• Hands on startup experience in cleantech
• Knowledge from and personal interaction with leadership
• The opportunity to work on two crucial issues that positively impact the world: climate change mitigation and social justice

In addition, every Solstice Power Technologies employee enjoys:

• Competitive salary, dental coverage, and inclusive healthcare, including expense reimbursement for out-of-state reproductive care
• Medical and Dependent Care FSA
• 401k with matching
• Professional development annual stipend
• Gender-neutral paid parental leave policy
• Five weeks of PTO a year, including when we close the office for ~1.5 weeks in late December
• Flexible personal time to allow employees to run errands and go to doctor’s appointments without taking PTO
• Ability to work remotely from within the United States
• A team of passionate, collaborative, dedicated, and empathetic employees

Solstice was founded to advance equity and inclusion in America. We are committed to living those values, not just in the work we do to promote environmental and energy justice, but in how we grow as an organization. We always seek to expand leadership opportunities for marginalized communities in the global transition to clean energy.

Solstice is an equal-opportunity employer. We hire, train, compensate, and promote without regard to race, religion, gender identity or expression, sexual orientation, disability, age, national origin, genetics, veteran status, or any of the other characteristics that give each of us a unique perspective and capacities.

We’re a team of mission-driven, passionate, and dedicated individuals. We’ve fostered an inclusive and fun culture through monthly outings, solar farm field trips, and all-team strategy retreats throughout the year. Apply today and get to know us!

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