Associate Manager - Customer Support

Enphase Energy is a global energy technology company and leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, Enphase transformed the solar industry with our revolutionary microinverter technology, which turns sunlight into a safe, reliable, resilient, and scalable source of energy to power our lives. Today, the Enphase Energy System helps people make, use, save, and sell their own power. Enphase is also one of the fastest growing and innovative clean energy companies in the world, with approximately 68 million products installed across more than 145 countries.  

We are building teams that are designing, developing, and manufacturing next-generation energy technologies and our work environment is fast-paced, fun and full of exciting new projects.  

If you are passionate about advancing a more sustainable future, this is the perfect time to join Enphase!  

About the role

What you will do

 Team Management

• Lead and mentor supervisors to deliver results consistently
• Own Key Performance Indicators for your team, manage processes to achieve goals and motivate and train your team. Manage multi-layer squad and their performance through on-the-job coaching and mentoring.
• Plan workforce management for optimal coverage, considering unknown operational challenges or sudden changes in staffing or coverage needs. Develop a business contingency plan for your team
• Create a fun-engaging-inspiring working environment that encourages personal responsibility, mutual support, trust, and respect

Project Management

• Strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to improve center efficiency and staff performance proactively.
• Analyze support metrics and processes while developing more effective techniques and strategies as needed.
• Create specific project plans with clear deliverables while managing deadlines and responsibly managing resources and risk.
• Investigate low customer satisfaction scores and negative customer feedback, identify the root cause, and create an action plan for current and future resolutions

Execution:

• Identify critical insights and provide improvement recommendations to product teams.
• Identify barriers to operational excellence and develop new processes to increase efficiency among the team and the organization.
• Identify recruitment needs from forecast models and work with recruitment to drive this end-to-end.

 Stakeholder management:

• Collaborate with different cross-functional managers
• Manage stakeholder internal and external communications; de-escalate customer relations and prevent churn through cross-collaboration and effectively manage expectations
• Process excellence:
• Identify operational issues and help improve processes performance 

Who you are and what you bring

• Minimum of 7 years of professional experience in multi-channeled support environment with at least 4 years of experience directly managing an impactful team.
• BE or BTech graduate
• The role is for night shit.
• The candidate should be open to working weekends as well
• Communicates clear and concise thoughts, both verbally and in writing
• Strong affinity for stakeholder management, strategic problem solving and driving action through data-driven insight
• Project management experience is a bonus