Analyste Principal Customer Care Success (H/F)

Job Description

We are seeking a Customer Care/Success Lead Analyst who will play a pivotal role in maintaining the high levels of customer satisfaction, resolving issues, and ensuring compliance with regulatory entities. The Customer Care & Success Lead Analyst will support the daily operations of customer care and retention teams across multiple locations. This role ensures high-quality service delivery, assists with team leadership, and helps maintain compliance, efficiency, and customer satisfaction. The Lead provides direct coaching, manages escalations, supports training efforts, and acts as the Manager's delegate when needed.

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

Responsibilities

• Lead and assist the Customer Care & Success Manager in supervising customer care and retention teams through recruitment, training, coaching, and performance feedback.
• Provide daily guidance to representatives and reinforce service standards and expectations.
• Help create and maintain training materials, process documentation, and quality assurance processes.
• Monitor team KPIs, flag performance issues, and recommend improvements.
• Ensure consistent adherence to company policies and regulatory requirements.
• Handle escalated customer issues and responses (PUC/BBB) across all communication channels.
• 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.
• Provide insights and recommendations that enhance operations and customer outcomes.
• Assist in the rollout and adoption of new tools, systems, and AI-driven solutions.
• Partners with internal teams (operations, compliance, product, technology) to address systemic issues and support service enhancements.
• Communicate feedback and observations that help improve customer processes.
• Serve as the lead acting when the Customer Care & Success Manager is unavailable, ensuring operational continuity and effective decision-making.

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

• Bachelor's Degree.
• 2+ years of previous experience in a customer care/customer success or contact center supervisor/lead role.
• Strong effective communication, coaching, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with CRM platforms, contact center tools, and performance metrics.
• Previous experience partnering with Third-Party Vendors.
• Proficiency in Microsoft Office Suite - with strong Excel required.
• Proficient in operational streamlining, risk mitigation and automation
• Strong problem-solving, multitasking, and prioritization abilities; deadline oriented.
• Eligible to work in the U.S. without sponsorship.

Preferred Experience

• Customer care/success in Retail Energy and/or Utility management experience a strong plus.
• Experience working with ISOs; familiarity with ESG Titanium preferred.
• Prior experience managing BPO sites is preferred.
• Prior exposure to ERCOT and PJM market operations is preferred.
• Bilingual Proficiency in English and Spanish

Compensation

$75,000 - $95,000 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.