Customer Care Success – Lead Analyst

Chariot Energy•Houston, TX

10h•Onsite

About The Position

Chariot Energy, an affiliate of Hanwha Energy USA and Hanwha Group, is a retail energy provider based in Houston, Texas, aiming to become a leading energy retail provider within five years. The company offers electricity to homes and businesses with a goal of providing products and services customers love and an unmatched experience. We are seeking a Customer Care/Success Lead Analyst who will play a pivotal role in maintaining high levels of customer satisfaction, resolving issues, and ensuring compliance with regulatory entities. This role supports the daily operations of customer care and retention teams across multiple locations, ensuring high-quality service delivery, assisting with team leadership, and helping 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.

Requirements

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.

Nice To Haves

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

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.