Customer Escalations Lead

Nexamp • Chicago, IL

5h • Hybrid

About The Position

Do you want to be a part of the clean energy movement? Are you passionate about improving our environment for this generation and those to follow? Are you ready to take on new challenges and collaborate with a future-focused team leading the way into new markets? Join Nexamp! This is where you can learn from industry leaders and become one yourself. It's fast-paced, mission-based work that challenges the status quo. Be on the team that's changing the world. Nexamp is looking to hire a Customer Escalations Lead to join their Customer Experience team. You will be responsible for Nexamp’s highest-risk customer and regulatory issues, protecting the company from financial, legal, and reputational exposure as we scale rapidly. You will be responsible to manage the escalations function end-to-end—delegating day-to-day work, personally handling the most complex regulatory complaints, credit card disputes, and VIP/B2B issues, and tying together Customer Experience (CX), Account Management, and Collections support for key customers. You will be hybrid out of the Chicago, IL office. You will report to the Manager, Customer Retention & Collections.

Requirements

• At least 3 years of professional experience in customer support, collections, accounts management, or a similar customer-facing role.
• Prior customer support experience in a contact center setting is required.
• Demonstrated experience in a leadership role managing direct reports within a customer support environment.
• Experience supporting or contributing to process improvement initiatives.
• Experience handling complex or VIP customer-support scenarios.
• Ability to use standard computer programs, including Microsoft Office Suite and particularly Excel
• Proficiency with Salesforce or similar CRM systems.
• Commitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today.
• Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond your organization.
• Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization. We value accountability and an ownership mentality.
• Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions.
• Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry.
• Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions.

Nice To Haves

• Experience in utilities, renewable energy, or subscription-based billing is preferred.
• Familiarity with Zuora or similar billing platforms is preferred.

Responsibilities

• Own the escalations queue by delegating work, setting monthly goals, and monitoring case volume and timelines, while personally owning the most complex, high-risk, or high-visibility issues.
• Direct end-to-end resolution for complex or sensitive escalations—leveraging Salesforce, Zuora, Sigma, and other Nexamp systems along with advanced investigation, negotiation, and de-escalation skills—to deliver timely, compliant outcomes.
• Review and approve financial remedies and high-impact customer communications, including billing adjustments, credit memos, regulatory or VIP responses, and project- or utility-wide customer notifications.
• Serve as the senior point of contact for escalations affecting commercial accounts, partnering with Account Management to identify risks, drive resolution, and support long-term retention and renewals.
• Identify trends in escalations, rework, and customer pain points, and share insights with leadership along with recommended improvements
• Support, train, and mentor the Escalation Representative and other CX team members, modeling best practices in case handling, documentation, and customer communication, and ensuring consistent quality across the queue.
• Be biased towards action and developing customer focused solutions that can be role modeled and expanded to strengthen the entire CX organization.

Benefits

• competitive compensation package
• 401(k) employer-match
• health insurance
• dental insurance
• vision insurance
• flexible paid time off
• holiday PTO
• commuter benefits
• cell phone reimbursement
• healthy snacks
• coffee
• service days and other volunteer opportunities
• company outings
• participation in an incentive program linked to performance (for example, annual bonus programs based on individual and company performance, non-annual sales incentive plans, or other non-annual incentive plans)
• eligibility to participate in the Company’s stock option plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 251-500 employees