Energy Shares – Head of Customer Success, USA

Job Description

Energy Shares – Head of Customer Success

About Us

Energy Shares LLC is a new and innovative Fintech platform focused on helping fight climate change by accelerating the adoption of renewable energy in the US. Our parent company, Solariant Capital, LLC, is an experienced renewable energy developer for over 10+ years. We provide investors with direct access to funds for renewable energy development projects in the US, which were previously only available to institutions and accredited individuals. Collaborate with us in a remote or hybrid working environment!

Open Role

The firm is hiring for a number of roles, one of which is our new Head of Customer Success position. We’re looking for someone with broker-dealer customer support experience with Series 7, 63, and 99 licenses. This position will report to the CEO.

As the Head of Customer Success, you will lead members of Energy Share’s Customer Support team who are passionate advocates for building and streamlining operational processes and optimizing all success channels, including email, SMS, and phone, all while strengthening team culture, driving customer happiness, and promoting employee success. You will be responsible for overall leadership, coordination, growth, and results of the Customer Success functions.

This role focuses on becoming a leader for the cross-functional liaison team who will be working with product, compliance, engineering, business development, marketing, and finance to guide Energy Share’s most important strategic priorities. You will track indicators of performance weekly.

What you’ll do as Head of Customer Success:

• Build out a Customer Support team, coach and mentor team members with a focus on professional development and upstream thinking.
• Develop metrics to measure the growth and performance of the team, and provide reports as needed.
• Utilize deep product and industry knowledge.
• Treat Success as a product at Energy Shares, improving and iterating on the customer experience.
• Lead end-to-end project plans and ensure delivery of essential success plans.
• Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team.
• Scale the Success team by capitalizing on opportunities for increased efficiency, driving productivity plans and assistance as appropriate.
• Improve customer satisfaction across channels.
• Responsible for ensuring customer service levels are met, serving as the team point of contact.
• Respond promptly and exercise exceptional communication skills in an effort to optimize each contact.
• Effectively manage cases and communication using Hubspot Customer Support or ZenDesk (or similar tools).
• Utilize strong de-escalation skills to assist customers in need.
• Meet or exceed established service level agreements and guidelines.
• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction.
• Understand bank operations, industry trends & best practices, and the rules and regulations that drive the fintech industry.

How to be successful in this role:

• Bachelor’s degree in business administration, finance, marketing, or a related field.
• FINRA S7 in good standing.
• FINRA S63 registration preferred or obtained in the first 3 – 6 months upon hire.
• 6+ years of work experience with 3+ years of direct people management experience preferred.
• Experience with Fintech Platforms and/or Crowdfunding websites.
• Experience with primary offerings of private equity (Reg A, Reg CF, and Reg D) a plus.
• In-depth knowledge and understanding of FINRA, SEC and other applicable broker-dealer regulations preferred.
• Past product or project management experience.
• Experience building and scaling Customer Support Portal and Operations.
• The ability to effectively influence and communicate cross-functionally.
• Creative problem-solving abilities.
• Independently operate in a fast-paced, dynamic start up environment while leading multiple projects and initiatives.
• Passion for Investment Operations and ensuring an outstanding customer experience.

Benefits:

Benefits from Energy Shares, LLC include generous paid time off (PTO), 401(K) participations with employer match, comprehensive health coverage including medical, dental, vision, life, and AD & D, wellness benefits, paid holidays, a career path for growth, competitive salary, and a remote or hybrid working environment. We are an Equal Opportunity Employer.