Support Specialist

Boston, MA, US

RemoteFull time roleEarly Career

8 months ago

About the Job

What you get to do:

As a Support Specialist at Uplight, you will work daily with many teams, both internal and external, to support the smooth functioning of customer care.

You will ensure information flows from internal groups to the outsourced customer-facing team and vice versa
You will encourage and ensure quality interactions for end customers
You will enable the customer-facing support team to assist customers and support Uplight programs as they evolve and expand over time
You will assist with data requests and cyclical and ad hoc special projects related to customer support and associated systems.

What you will contribute:

Answer daily questions posed via Slack and ticket request system
Develop and provide training to customer-facing agents and cross-functional teams
Audit agent interactions and provide feedback
Review reporting and provide insights
Create documentation and training materials
Help maintain/update the chatbot
Serve as a liaison between teams to facilitate the sharing of knowledge
Identify opportunities for system and process improvements and develop new processes in support of emerging and evolving programs
Work with implementation and account teams to set up new programs and features
Assist with monitoring and data entry tasks
Ability to flex to unexpected situations and take on tasks with little lead time

What you bring to Uplight:

1-2 years in a customer care or support role or equivalent experience
Ability to organize and plan effectively
Comfort in cross-functional collaboration
Strong verbal and written communication skills
Passion for providing a great customer experience
Skills and experience are necessary, but we hire on value alignment first, so if you feel you would be a good fit with us, still consider applying.

Bonus Points:

Ability to manage conflicting priorities
Previous customer care experience
Experience working in Ecommerce
Familiarity with Excel and understanding data

Don’t meet every single requirement? Studies have shown that women, marginalized genders and people of color are less likely to apply to jobs unless they meet every single qualification. At Uplight we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Why Join Uplight in Leading the Fight Against Climate Change?

At Uplight, we're not just offering a job – we're offering a chance to be part of the solution to one of the world's biggest challenges. As a certified B Corporation, we're deeply committed to both social and environmental responsibility. Here's why you should join our team of passionate Uplighters:

Make a Meaningful Impact: Your work directly impacts our mission of decarbonization and building a more sustainable future.
Grow Your Career: We offer ample advancement opportunities, robust learning and development programs, and a supportive team environment that fosters collaboration and innovation.
Thrive: We offer comprehensive benefits, including flexible time off, generous parental leave, a wellness stipend, and work flexibility to help you thrive both personally and professionally.
Belong to an Inclusive Community: We celebrate diversity and foster an inclusive workplace where everyone feels respected, empowered, and heard. Our Employee Resource Groups offer opportunities to connect with colleagues who share your interests and backgrounds.
Be Part of a Growing Movement: Join a team of dedicated individuals who are passionate about creating a more sustainable future. We offer a collaborative environment where your ideas are valued and your contributions recognized. Together, we can build a brighter tomorrow.

To learn more about our comprehensive benefits package and other perks, visit uplight.com/careers

Salary Range: $55,000 - $62,000 + Bonus

Application Deadline: 10/31/2024

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.

Uplight provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status (including neurodivergence), genetics, protected veteran status, sexual orientation, gender identity or expression, neurotypicality, or any other characteristic protected by federal, state or local laws.

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About the Company

Uplight

Boulder, CO, USA

501-1000

<p>At Uplight, we are motivating energy users and providers to accelerate the clean energy ecosystem. Working with over 75 of the world’s leading electric and gas utilities, Uplight provides end-to-end customer energy experience. Uplight delivers personalized experiences that customers have now come to expect–improving satisfaction, increasing revenue, reducing the cost to serve, and contributing to carbon reduction goals. We are in the process of obtaining our B Corp certification,  enabling us to put our values into action by not only making decisions for the benefit of our shareholders, but also for our customers, environment, employees, and community.</p>