The Role

At Span, we are mission-driven to enable the rapid adoption of renewable energy and our company was born from the need to provide homeowners a better experience with solar, storage and home energy. As we grow our customer base, it is essential that we are building a team to support their needs and enable them to realize the full value of Span products.

As our first Customer Experience Manager, you will join the Business Operations team with the goal to scale, strengthen and optimize our customer support strategy to all markets and customers across B2B and B2C channels. You will tightly align with Product and Engineering to maintain a broad technical knowledge of our products, applying it to build out support resources and resolve customer inquiries and issues. You will lead implementation of key projects to aid in Span’s growth and build a team to support your initiatives. All along the journey, you will become deeply acquainted with our customers and represent their voices to our team.

Responsibilities

• Be the initial point of contact for all customer inquiries and provide support from purchase through installation, permitting and onwards to ensure a fantastic overall experience.

• Maintain broad, up-to-date knowledge of Span hardware and software products and the backend systems that support them.

• Develop and continually refine Span’s customer support playbook to be used across Product, Engineering and Business teams when responding to customer questions.

• Drive strategy and innovation to expand the Customer Experience team, applying deep knowledge of best practices and data about our customers to support initiatives.

• Collaborate with Product, Marketing, and Engineering teams to build customer support and success resources.

• Aggregate customer feedback and pain points into insights for our Product and Engineering teams to prioritize product improvements.

• Serve as both a Span product advocate to our customers and the voice of the customer to our internal teams.

• Build the Span Customer Experience team to support our growing customer base.

Qualifications

• 4 - 6 years of experience providing superior service in a technical, customer-facing role

• 2 years of experience working in Zendesk Suite (or similar ticketing system), optimizing systems for automation, feedback and reporting metrics

• Experience authoring, implementing and executing successful customer support strategies across B2B and B2C channels

• Experience building, managing and motivating a customer-facing team

• Exceptional ability to explain complicated technical topics to customers in clear, action-oriented responses, verbally or in writing

Bonus Qualifications

• Understanding of a home’s electrical wiring systems

• Understanding of residential solar and battery storage systems

• Experience implementing and reporting on NPS

• Experience providing technical support with consumer devices, IoT devices, and/or mobile applications

• Experience standing up and managing 24/7 customer support

• Content management experience

• Experience with SQL or similar data analysis systems

• Software QA experience

Life at Span

Span is a startup based in the SOMA neighborhood of San Francisco. We are a small, diverse team of creative thinkers. We value open communication, teamwork, and a make-it-happen attitude - no job is too big or too small. We strive to make change by imagining what the future could be and building a product to complete that vision. We are looking to grow our team with talented people who are on the same mission to shape the future of energy.

Working at Span, you can expect:

• Competitive compensation at a well-funded, venture-backed company

• Comprehensive benefits including a choice of medical plans; dental, vision, life and disability insurance

• A sunny, airy office located close to BART and Caltrain public transit

• Regular team lunches, brown bag learning opportunities, board games nights, and other opportunities to connect with teammates - in-person and now virtually

• Equity grants at a quickly-growing startup

• Flexible hours and vacation time - we simultaneously work hard and make space for the important stuff

• To be a part of a team and culture that is hard-working, has a good sense of humor, values collaboration, and is just a little bit nerdy 

Span embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.