Customer Success Manager

At SolarSquare we are building the Home-Energy brand of future India. We help homes switch to rooftop solar and move away from traditional coal electricity. We are a full-stack D2C residential solar brand - designing, installing, maintaining (after-sales) and financing solar systems for home-owners across India.

In 3 years we have scaled to become the leading residential solar brand in India. We are obsessed with quality, customer service and innovating to make it simple for homes to switch to solar. We are looking for leaders to join us in this mission.

We are seeking a dynamic, experienced, and customer-obsessed Customer Support Manager to lead our support operations. You'll be responsible for managing a team of Customer Service Executives, driving customer satisfaction, handling escalations, and streamlining support processes to deliver a world-class service experience to our solar customers.

If you thrive in fast-paced environments, believe in continuous improvement, and are passionate about making solar adoption a delightful experience for customers, we'd love to meet you!

Key Responsibilities

Team Leadership

• Hire, train, mentor, and lead a team of customer service executives.
• Define clear KPIs and goals; foster a high-performance, customer-focused culture.
• Conduct regular performance reviews and coaching sessions.

Customer Interaction Management

• Oversee prompt and empathetic resolution of customer complaints and queries across multiple channels (calls, emails, WhatsApp, social media).
• Build long-term trust with customers by ensuring timely communication and support.
• Handle escalations professionally with a solution-oriented approach.

Process Optimization

• Design and implement scalable and efficient customer service workflows.
• Identify bottlenecks, propose enhancements, and drive continuous improvement in processes and productivity.

Reporting & Analysis

• Maintain dashboards and MIS for service performance, TATs, escalations, and feedback.
• Analyze trends and share actionable insights with stakeholders to improve the customer journey.

Cross-functional Collaboration

• Liaise with installation, technical, design, and product teams to ensure a seamless customer experience.
• Be agile and adaptable in responding to evolving customer needs and business priorities.

Key Requirements

Education:

• Graduate in any discipline. MBA or relevant certifications are a plus.

Experience:

• 6-10 years in customer service operations, with at least 2+ years in a managerial role. Experience in solar, D2C, fintech, insurance, or telecom is an advantage.

Skills:

• Excellent communication and interpersonal skills (English, Hindi, and local language proficiency preferred)
• Conflict resolution and escalation handling
• Strong process orientation and problem-solving ability
• Data-driven decision-making and reporting skills (Excel, CRM tools)
• Team leadership and motivation

Other Requirements:

• Willingness to work in a fast-paced and agile environment
• Open to working rotational weekends

What We Offer

• Competitive salary with performance-linked incentives
• High-impact leadership role in a fast-growing clean energy company
• Supportive work culture and transparent leadership
• Rapid career progression for high performers