Customer Support Supervisor

2 Days ago • 5 Years + • Customer Service

Job Summary

Job Description

Enphase Energy is seeking a Customer Support Supervisor to lead and mentor a team in delivering consistent results. The role involves managing key performance indicators, optimizing processes, and motivating the team. Responsibilities include managing a multi-layer squad, workforce planning, and fostering a positive work environment. The supervisor will also be responsible for project management, analyzing support metrics, developing effective strategies, creating project plans, and investigating customer satisfaction issues. Additionally, the role requires identifying and resolving operational barriers, participating in hiring, and collaborating with cross-functional teams to improve performance.

Must have:

Lead and mentor team members
Own Key Performance Indicators
Manage multi-layer squad
Plan workforce management
Create positive work environment
Evaluate, analyze, and monitor processes
Analyze support metrics
Create project plans
Investigate customer satisfaction issues
Identify critical insights
Develop new processes
Participate in hiring drives
Collaborate with cross-functional supervisors
Identify operational issues
Bachelor's degree in Engineering or Technology
Minimum 5 years in multi-channel support
Minimum 2 years as supervisor
Strong English verbal and written communication
Computer literate
Good interpersonal skills

Good to have:

Project management experience
Mac OS proficiency
Electrical concepts understanding

4 skills required

4 skills required for this role

Add these skills to join the top 1% applicants for this job

team-management

cross-functional

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Job Details

Description

Enphase Energy is a global energy technology company and a leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, our innovative microinverter technology revolutionized solar power, making it a safer, more reliable, and scalable energy source. Today, the Enphase Energy System enables users to make, use, save, and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world, with more than 80 million products shipped across 160 countries.

Join our dynamic teams designing and developing next-gen energy technologies and help drive a sustainable future!

About the role: Role requires candidate to work 5 days from office, weekend shift as needed and in night shift. Candidates unwilling for mentioned timings need not apply.

What you will do:

Team Management

Lead and mentor team members 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.
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.
Participate in hiring drives and onboard eligible candidates.

Stakeholder management:

Collaborate with different cross-functional supervisors and managers
Identify operational issues and help improve processes performance

Who you are and what you bring:

Should be a Graduate – B.E/ B.Tech Graduate.
Should have a minimum of 5 year’s of experience in n multi-channeled support environment with a minimum of 2 years as a supervisor managing a minimum of 10 reports
Strong verbal and written communications skills in English is a must
Computer literate (PC skills essential, Mac OS desirable)
General understanding electrical concepts, AC & DC circuits, electrical or electronics background would be highly desirable.
Good Interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers.

Project management experience is a bonus.