Bilingual Client Support Manager
About The Position
About GoodLeap: GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018. GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America. Summary: The Bilingual Client Support Manager works with installers on our platform to ensure we’re delivering the best customer experience possible. The CSM will leverage “Big Data“ to identify areas of improvement with their Installers and collectively work together on improving the customer experience. Additional duties such as Installer audits and pipeline management help to ensure customer expectations and GoodLeap standards are being met. We strive to be a reliable and trustworthy ally that always delivers for both our customers and installers. Focusing on improving the customer experience and being a dependable teammate helps us live out our mantra of “finance made friendly“.
Requirements
- Ability to multitask
- Work independently and collaboratively
- Effectively interact with high profile partners
- Superior organizational skills
- Exceptional verbal and written skills
- Excellent problem-solving abilities
- Ability to work well under pressure and manage multiple priorities effectively.
- Flexibility to adapt to changing priorities and business needs.
- Time management
- Bilingual in Spanish required
Nice To Haves
- Solar knowledge preferred
Responsibilities
- Provide our customers with world-class customer service in Spanish and English
- Be a supportive and collaborative partner our installers can rely on
- Strategically partner with installers on ways to improve the customer experience
- Act as the primary point of contact for escalated client issues, ensuring timely resolutions
- Help resolve any questions or concerns our existing customers may have
- Communicating with installers regarding past, present and future projects
- Effectively managing a pipeline of projects to completion
- Document client interactions and resolutions in the CRM system to maintain accurate records and track trends
- Conducting monthly partner due diligence checks
- Ability to analyze data and spot trends
- Conduct collaborative investigations into possible fraudulent or suspicious activities
- Provide timely and effective support to clients via email, phone, and chat
- Maintain a positive and professional attitude in all client and customer interactions, building and maintaining strong relationships
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
501-1,000 employees
