Customer Care & Success Analyst

Chariot Energy•Houston, TX

4d•Onsite

About The Position

Chariot Energy is a Houston-based retail energy provider and an affiliate of Hanwha Energy USA, which is part of Hanwha Group. Chariot Energy provides electricity to residential and business customers and aims to deliver products and services customers value and an unmatched retail energy experience. The Customer Care & Success Analyst is a junior-level leadership role supporting the daily operations of customer care and retention teams across multiple locations. The Analyst helps representatives meet service standards, resolve customer concerns, and maintain compliance, efficiency, and customer satisfaction. The role provides day-to-day guidance, assists with coaching and training, and escalates complex issues to management as needed. The position is based in Houston, and candidates should be within commuting distance of the Houston office. The role also supports performance monitoring, process and quality improvements, adoption of new tools and AI-driven solutions, and coordination with internal teams. When the Customer Care & Success Manager is unavailable, the Analyst provides basic operational support and escalates decisions requiring management approval.

Requirements

At least 3 years of experience in Customer Care, Customer Success, Contact Center Operations, or a customer-facing support environment.
At least 1 year 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 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 such as AHT, Service Level, CSAT, QA, and FCR.
Proficiency in Microsoft Excel, Word, PowerPoint, Teams, and other Microsoft 365 applications.
Experience supporting process improvement initiatives, training programs, system implementations, or operational projects.
Eligibility to work in the U.S. without sponsorship.
Strong problem-solving and analytical skills.
Ability to seek out relationships and work with others toward a shared goal.
Willingness to modify the position as needed to meet business needs.

Nice To Haves

Bilingual English/Spanish skills.
Prior exposure to ERCOT and/or PJM market operations.
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; equivalent work experience will be considered.

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 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 operations, compliance, product, and technology teams 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 requiring management approval.