Director, Customer Care

Redaptive is seeking a Director of Customer Care to join our team. In this role, you will play a pivotal part in leading and shaping the customer care strategy for our company. The Director of Customer Care will be responsible for overseeing the entire customer care department, ensuring exceptional customer experiences, and fostering strong relationships with our clients. Your strategic thinking, leadership skills, and customer-centric approach will contribute directly to Redaptive's success and growth. This role will report to the Senior Vice President of Operations.
Join Redaptive and make a meaningful impact on our customers' experiences by leading our customer care team to new heights. If you're a dynamic leader with a passion for delivering exceptional service, we'd love to hear from you.

Committed to Diversity, Equity, Inclusion and Belonging 

Job Responsibilities

• Develop and execute the overall customer care strategy, aligning it with Redaptive's business objectives and values.
• Lead, mentor, and manage a team of customer care professionals, providing guidance, support, and ongoing training to ensure high performance and engagement.
• Establish and maintain key performance indicators (KPIs) to measure the effectiveness and efficiency of the customer care department.
• Collaborate cross-functionally with Sales, Operations, and Product teams to enhance the customer journey and optimize processes.
• Implement best practices to ensure consistent and exceptional customer experiences, resolving escalated issues in a timely and satisfactory manner.
• Drive continuous improvement initiatives, identifying areas for process enhancement and technology implementation to increase customer satisfaction and efficiency.
• Act as the voice of the customer within the organization, advocating for customer needs and contributing insights to product and service development.
• Monitor customer feedback and sentiment, using data-driven insights to implement improvements and address trends.
• Prepare regular reports and presentations for senior management, showcasing customer care performance and recommendations for enhancements.

Job Requirements/Qualifications

• 10+ years of experience in a leadership role within customer care or customer service, preferably in a technology or energy-related industry.
• Bachelor's degree in business administration, marketing, or a related field preferred or relevant experience.
• Excellent understanding of customer care best practices, with a track record of implementing successful strategies.
• Exceptional interpersonal and communication skills, with the ability to interact effectively with internal teams, clients, and stakeholders.
• Analytical mindset with the ability to utilize data to make informed decisions and improvements.
• Demonstrated ability to lead and motivate a diverse team, fostering a collaborative and inclusive work environment.
• Strategic thinker with the capability to align customer care initiatives with overall business goals.
• Proficiency in CRM systems, data analysis tools, and Microsoft Office Suite.
• Have an ergonomically correct and functional work-from-home workstation set up; amenable to a hybrid of working from home and in an office setting in the Denver Metro Area, Colorado.


Permanent Authorization in the US is required at this time.

The Perks!

• Equity plan participation
• Company-subsidized benefits: medical, dental, vision, life insurance
• Flexible Spending Accounts: healthcare and dependent care
• Immediately-vested 6% 401(k) match 
• Monthly internet and cell phone allowance 
• Flexible Time Away 
• Volunteer activities
• Expected annual salary: 174k (subject to adjustment for relevant experience, skills, geo location)
• Annual at-target bonus: minimum 10% of salary depending on level of role
• Monthly Virtual Happy Hour

About Redaptive Inc.Redaptive is an Energy-as-a-Service and technology provider that funds and installs energy-saving and energy-generating equipment. Redaptive’s programs help organizations accelerate and scale efforts to reduce energy waste, optimize costs, increase resiliency, and meet sustainability goals across their entire real estate portfolio. With Redaptive, customers can quickly overcome capital and resource barriers to achieve energy-oriented benefits. Our proprietary best-in-class meters and data solutions validate and report on critical building information. Redaptive is backed by CarVal, ENGIE New Ventures, Linse Capital, CBRE, Evergy Ventures, Rabobank, CPP Investments, and Honeywell.
Our company culture is fun, collaborative, and fast paced. We are passionate about changing the world and helping our customers to become more environmentally sustainable