Customer Delight Manager (m/w/d)

At SolarSquare, we're building the Home-Energy brand of future India. We help Indian homes transition to clean, affordable solar energy, moving away from coal-based electricity. As a full-stack D2C residential solar brand, we design, install, finance, and maintain solar systems for homeowners across India.

In just 3 years, we've become the leading residential solar brand in India-driven by:

• Uncompromising product quality
• Best-in-class customer service
• Seamless, tech-driven solar adoption

Know us better:

• TechCrunch Article
• Elevation Capital Podcast
• Startup Success - ₹200 Cr Revenue
• The Climate Conversations Podcast

Role - Customer Delight Manager

Department - Operations

Reporting To - State Operations Head (SOH)

Employment Type - Full-time

Role Overview

As a Customer Delight Manager, you will be the face of SolarSquare for our customers post-sale-ensuring every customer journey is smooth, timely, and delightful. Your mission is to transform installations into memorable experiences, driving top-tier service and post-installation satisfaction.

You will manage on-ground customer communication, handle escalations, coordinate internally for issue resolution, and ensure every solar project ends with a delighted customer.

If you're obsessed with customer satisfaction, love solving operational challenges, and want to make a real impact in India's clean energy journey-this role is for you.

Key Responsibilities

Customer Communication & Engagement

• Serve as the primary point of contact for customers during project execution
• Provide regular updates on progress, timelines, and post-installation support
• Handle complaints, queries, or concerns with empathy and urgency

Escalation & Issue Resolution

• Identify pain points during design, installation, or documentation
• Proactively resolve customer escalations in coordination with internal teams (Ops, Design, Legal, Service)
• Ensure TAT and NPS targets are met or exceeded

Quality Monitoring

• Conduct post-installation quality checks (remotely or in-person where needed)
• Ensure checklists, system readiness, and final handovers meet SolarSquare standards

Documentation & Handover

• Oversee proper documentation of project status, net metering, and compliance closure
• Coordinate final handovers and feedback collection

Feedback & Improvement

• Capture customer feedback and escalate insights to improve processes
• Support initiatives to improve NPS, reduce cancellations, and drive referrals

Key Requirements

Education:

Graduate (any discipline). Background in engineering, customer service, or operations is a plus.

Experience:

1-5 years in customer success, project coordination, operations, or service roles.

Skills:

• Excellent verbal and written communication (Local language + Hindi/English)
• Customer-first approach and empathy under pressure
• Strong coordination and multitasking ability
• Familiarity with CRMs and Google Sheets

Other Requirements:

• Smartphone with internet
• Willingness to travel locally and work weekends
• Preferred Female Candidate

What We Offer

• Attractive salary + performance-based incentives
• Fast-track growth in the booming clean tech sector
• Structured onboarding & training
• Opportunity to make real impact in India's clean energy movement