Manager, Client Technical Solutions

The Position: Uplight is creating a new category of energy. We make software that manages energy resources in homes and businesses—including things like smart thermostats, electric vehicles, solar panels, storage batteries, heat pumps, and even people’s behavior—to generate, shift, or save energy to balance the grid, making it more efficient and reliable. This creates clean energy capacity that can be used by the power grid instead of burning more fossil fuels. Our solutions accelerate the transition to clean energy and save money for energy customers.We are looking for an experienced, driven Manager, Client Technical Solutions to lead our Technical Support and Customer Support teams. This role is critical to ensuring our clients and their end customers receive timely, effective support.How you will make an impact:Lead Uplight’s North America-based Technical Support & Customer Support teams

• Oversee day-to-day operations of the Technical Support & Customer Support teams in North America, in coordination with a counterpart in India, ensuring timely, high-quality resolution of customer issues and adherence to service level agreements (SLAs).
• Develop, implement, and maintain effective support strategies, workflows, escalation procedures, and documentation to drive efficiency and service excellence.
• Monitor and analyze key performance metrics (KPIs), support data, and trends to evaluate team and individual performance, identify recurring issues, and drive continuous improvement.
• Serve as an escalation point for complex technical issues, handling customer escalations with professionalism and urgency, including participating in after-hours or on-call rotation as needed.
• Drive knowledge management practices, including developing and maintaining support resources and knowledge bases.
• Recruit, hire, train, coach, and develop support team members, fostering a collaborative, high-performance, and engaged team culture.
• Collaborate and communicate effectively with cross-functional teams (e.g., Product, Engineering, QA, Account Management, Sales) and 3rd party Customer Care support vendor to resolve issues, document known problems, and implement long-term solutions.
• Establish, monitor, and maintain service level agreements (SLAs) and ensure performance meets or exceeds targets.
• Identify and implement improvements in customer service and technical support processes to enhance the customer experience and operational efficiency.
• Handle customer escalations with professionalism and urgency.
• Participate in after-hours or on-call rotation as needed.

Manage Key Support Systems

• Partner with cross-functional teams to ensure that back-end systems and processes align with tech support and customer care goals and business objectives.
• Develop and maintain system and process documentation; identify opportunities for automation and improvement.
• Manage relationships with external vendors and partners, including staffing, scheduling, and contract performance for call centers or outsourced services.
• Ensure compliance with financial controls, security standards, and company policies.

What you bring to Uplight:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 5+ years of experience managing a technical support team and/or customer care operation, ideally with experience in SaaS, energy, or eCommerce environments.
• Proven ability to develop, document, and optimize support workflows and knowledge bases.
• Strong understanding of the customer support lifecycle and best practices for delivering exceptional service.
• Experience with customer support tools (e.g., Zendesk, Salesforce, Jira, Intercom) and CRM systems.
• Strong analytical, problem-solving, and critical-thinking skills; able to identify root causes and drive solutions.
• Excellent communication skills, with the ability to interact effectively across technical and non-technical teams.
• A collaborative, positive leadership style that motivates teams and builds trust.
• Commitment to Uplight’s mission and values; proactive and adaptable in a fast-changing environment.

Don’t meet every single requirement? Studies have shown that women, marginalized genders and people of color are less likely to apply to jobs unless they meet every single qualification. At Uplight we are dedicated to building a diverse, inclusive and authentic workplace, so if yo