Member Experience Team Lead

What we’re looking for:

We’re looking to expand our Member Experience and we’re looking to hire a Team Lead. The Lead is a senior member of the MX team that is responsible for ensuring that Arcadia’s Community Solar customers receive top-tier support. The Team Lead is also responsible for managing a team remotely across several time zones. Arcadia always puts their customers first and is looking for a Lead that also shares a “customer first” mentality. We’re looking for a Lead that is self-motivated, data-driven and highly creative when it comes to ensuring customer satisfaction. This person should also have a working knowledge of OKRS, data reporting/analyzing and should be an excellent communicator.

Arcadia is headquartered in Washington, DC, and open to fully remote candidates.

#LI-REMOTE

What you’ll do:

• Manage a team of 10 to 15 Member Experience agents and direct the daily activities and long-term success of agents through coaching, training, development, and performance management
• Consolidate, organize, analyze and report weekly/monthly on agent metrics
• Ensure that daily metrics (TPH, FTR, CSAT, QA) are achieved and provide necessary coaching and accountability measures when metrics are not met
• Work closely with management to provide customer insights that identify potential product enhancements, UX improvements as well as customer journey enhancements
• Oversee the implementation of Performance Improvement Plans (PIPs) where needed and seeing them through to fruition including and up to separation
• Work closely with the Learning & Development Lead to ensure agents are properly trained and suggest refresher courses when needed

What will help you succeed:

Must-haves:

• High School Diploma or work experience equivalent
• 2+ years professional experience in a management role
• Bilingual in Spanish highly preferred
• Proficiency with Excel and data management
• Rigorous attention to detail
• Team-first attitude
• Strong written and verbal communication skills
• Proven track record of taking initiative
• Ability to problem solve, find creative solutions, and build out best practices
• Be flexible and excited to work in a fast-paced environment with evolving needs
• Have a passion for clean energy and an interest in helping to better the environment

Benefits:

• “Remote first” culture – work anywhere in the US as long as you have a reliable internet connection
• Flexible PTO – no accrued hours and no limit on the number of vacation days employees can take each year
• 17 annual company-wide holidays including a week long “summer break”
• 10 days sick leave
• Up to 4 weeks bereavement leave
• 2 volunteer days off
• 2 professional development days off
• 12 weeks paid parental leave for all parents
• Weekly “flex time” – no internal meetings on Tuesdays and Friday afternoons
• 80-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents

Eliminating carbon footprints, eliminating carbon copies.