Customer Care & Success Analyst (m/w/d)

We are seeking a Customer Care/Success Analyst to support the daily operations of customer care and retention teams across multiple locations. This junior-level leadership role helps representatives follow service standards, resolve customer concerns, and maintain compliance, efficiency, and customer satisfaction. The Analyst provides day-to-day guidance, assists with coaching and training, and escalates complex issues to management when needed..

This position is based in Houston, and the ideal candidate will be within commutable distance of the Houston office location.

Responsibilities

• Support the Manager and team supervisors with onboarding, training coordination, follow-up coaching, and routine performance feedback.
• Provide day-to-day guidance to representatives and reinforce service standards and expectations.
• Assist with updating training materials, process documentation, and quality resources.
• Track routine team metrics, identify concerns, and share observations with management.
• Promote adherence to company policies, procedures, and regulatory requirements.
• Assist with escalated customer concerns and gather information for PUC and BBB responses under management guidance.
• Support efforts to drive customer satisfaction, retention, and issue resolution.
• Reinforce a customer-first culture within the team.
• Review performance data and assist in identifying trends and opportunities.
• Share observations and practical suggestions that may improve workflows and customer outcomes.
• Assist in the rollout and adoption of new tools, systems, and AI-driven solutions.
• Coordinate with internal teams, including operations, compliance, product, and technology, to help resolve customer and process issues.
• Communicate feedback and observations that help improve customer processes.
• Provide basic operational support when the Customer Care & Success Manager is unavailable and escalate decisions that require management approval.

Required Competencies

• Analytical - Proven problem-solving capability with strong analytical skills,
• Stakeholder Engagement - Understands the importance of seeking out relationships and working with others toward a shared goal.
• Effective Communication - Strong verbal and written communication skills.
• Agility - Demonstrate willingness to modify position as needed to meet the needs of the business.

Required Experience

• 3+ years of experience in Customer Care, Customer Success, Contact Center Operations, or a customer-facing support environment.
• 1+ years of experience managing or supporting an internal and external outsourced customer care team in a multi-site environment, including performance monitoring, issue resolution, and operational oversight.
• Previous experience as a Senior Representative, Subject Matter Expert (SME), Team Lead, Peer Mentor, Trainer, or Escalation Specialist.
• Strong verbal and written communication skills with a demonstrated ability to build relationships across teams and influence positive outcomes.
• Proven customer service, organizational, analytical, and problem-solving abilities.
• Ability to manage multiple priorities, adapt to changing business needs, and perform effectively in a fast-paced environment.
• Experience reviewing customer interactions, identifying trends, and supporting quality improvement initiatives.
• Familiarity with CRM systems, contact center platforms, workforce management tools, and customer experience performance metrics (AHT, Service Level, CSAT, QA, FCR, etc.).
• Proficient in Microsoft Excel, Word, PowerPoint, Teams, and other Microsoft 365 applications.
• Experience supporting process improvement initiatives, training programs, system implementations, or operational projects.
• Eligible to work in the U.S. without sponsorship.

Preferred Experience

• Bilingual English/Spanish preferred.
• Prior exposure to ERCOT and/or PJM market operations is a preferred.
• Experience supporting AI-enabled customer service tools, chatbots, knowledge management systems, or self-service platforms.
• Exposure to complaint resolution processes, including BBB, regulatory, or executive escalations.
• Experience creating training materials, job aids, process documentation, or operational reporting.
• Working knowledge of customer care compliance requirements and consumer protection standards.
• Experience in the retail energy, utilities, telecommunications, or subscription-based service industry.
• Bachelor's degree in business, Communications, Operations, or a related field preferred but not required; equivalent work experience will be considered.

Compensation

$74,000 - $85,000 salary

Attention external recruitment firms, we will not accept any unsolicited resumes at this time. Please do not contact any internal member of our company to discuss the position or to solicit candidates.

Chariot Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.