Customer Support Senior Associate

8 days ago
Full time role
Hybrid · Redwood City, CA, US... more

Our mission is to accelerate the energy transition. 20% of US global warming emissions come from homes (that's more than cars!). The largest driver of home emissions is burning fossil fuels for heat. To accomplish the transition, over 80M US homes need to transition from combustion to efficient, electric heat pumps over the coming decades.

We believe for this to happen the world needs fantastic products that are easy and desirable to purchase. Today's heat pumps lack great design, make limited use of software, and are difficult and stressful to adopt. We are building a next generation, beautifully designed, AI optimized home heating and cooling system that is 10x better than what is on the market today. And we are making it easy to purchase and adopt by managing all sales, rebates, permitting and installation for our customers. 

Role

Quilt is hiring our first dedicated Customer Support team member. As the first hire you will be integral in defining and building processes to ensure an excellent customer experience through the full customer lifecycle. In this role, you will both respond to customer inquiries as well as proactively reach out to solve problems and stay in front of the customer’s needs. The role requires strong cross functional collaboration: you will be partnering with marketing to help produce customer case studies, you will be working with the engineering teams to create monitoring and diagnostic systems and tools, and you will coordinate with field operations to schedule on-site service technicians. You will view yourself as the customer advocate inside the company, and are capable of gathering resources and people across functions to help solve customer needs. 

The key metrics for this role include time to customer issue resolution and net promoter score (NPS).
 
Responsibilities
  • Provide exceptional customer service: Process incoming customer inquiries via phone, email, and chat.
  • Understand customer needs: Gather insights from customer interactions into tangible suggestions to improve our product, processes, or services. 
  • Diagnose issues: Leverage your product knowledge and telemetry data to accurately diagnose and determine the root cause of issues.
  • Triage and resolve issues efficiently: Collaborate with engineering team members to troubleshoot tricky issues and identify underlying bugs.
  • Monitor systems: Review dashboards and alerts to proactively identify potential issues.

Minimum Qualifications

  • 5+ years of customer experience in a fast-paced work environment.
  • Managerial experience of minimum 2-3 team members.
  • Excellent communication skills, both verbal and written.
  • Strong problem-solving and decision-making abilities.
  • Experience collaborating with engineers to resolve technical issues.
  • Familiarity with monitoring systems and alerting.
  • Ability to work a shifted schedule (for example, Tuesday - Saturday from 1pm to 10pm).

This is a full-time position and requires being in our Redwood City office an average of four days per week.

The expected salary range is $105,000 - $125,000 a year, depending on experience. In addition to base salary, Quilt also offers meaningful equity and top-tier benefits.

This is an opportunity to join a highly skilled and ambitious team of people who truly care about the impact of their work. We are on a mission to accelerate a species-level human transition. For over a million years we've been burning things to stay warm. It's time to move to a better way of living.