Solar Square - Head - Customer Service

Head Customer Service

SolarSquare wants to be the Home-Energy brand of future India - we help homes switch to solar and move away from traditional electricity. We are a full-stack D2C residential solar brand - designing, installing, maintaining (after-sales) and financing solar systems for home-owners across India.

Through our innovations and customer service we are raising the bar of the industry and became India's fastest growing residential solar brand in 2 years.

Role :

As Head of Customer Service, you will be responsible for our inbound and customer delight operations. At SolarSquare we take inspiration from companies like Zappos, Swiggy, and Amex and aspire to create a solid operations engine that delivers consistent and delightful customer service. We are re-imagining Home- Energy with our rooftop solar solutions. We want to raise the bar for the industry and become India's #1 new-age solar brand. For this, we are looking for a customer service operations leader who can make the company's ambitions his own. The ideal candidate is a seasoned call center/ customer service leader with a proven track record of managing call center operations. To be successful in this role, you must have strong interpersonal skills, team-leading experience, problem-solving ability, and a result-oriented attitude.

As Head of Customer Service, you will be managing a 50+ member call center team.

Responsibilities:

- Manage SolarSquare's contact center operations

- Be responsible for all operational metrics (SLAs, resolution TATs, and customer experience)

- Act as trainer/ coach for call center team conducting new joiner and regular on-job training

- Drive our training programs and performance management frameworks for employee growth

- Work closely with the product team for developing technology solutions to improve existing processes and team productivity

- Drive 'continuous improvement' in call center operations to drive excellence

- Hire and build a highly motivated, well-trained contact center team

Requirements :

- Min. 5-7 years of work experience working in operations or customer service roles

- Prior call center operations leading experience

- Experience in a fast-growth start-up environment is preferred (consumer-facing start-ups)

- Strategic and tactical thinker who can plan, execute and pivot according to circumstances

- Ability to work in a high-growth environment

What we have to offer :

- Joining the leadership team; having a high level of work independence, autonomy and empowerment to lead company-wide changes.

- Being part of a start-up from an early stage, lead your area of expertise and be a part of this exciting growth journey of changing the renewable energy landscape.

- Excellent platform for learning how to build teams, achieve goals and handle high growth situations. Ideal for people with entrepreneurial ambitions