Tier 3 CX Specialist

Location: RemoteDepartment: OperationsEmployment Type: Full-Time

About Haven Energy:

Haven Energy is accelerating the adoption of clean, resilient home energy systems by helping homeowners install solar and battery storage. We partner with utilities, non-profits, and government programs to expand access to distributed energy for low- and moderate-income households. As a growing climate tech startup, we’re building a team of passionate, pragmatic problem-solvers who are committed to making clean energy simple, equitable, and reliable for everyone.

About the Role:

We’re looking for a highly skilled and customer-obsessed Tier 3 Customer Experience Specialist to lead the resolution of complex technical support issues and high-priority escalations. This is the founding CX role giving you the opportunity to write the Haven’s care playbook. This role is central to ensuring that Haven customers have a best-in-class experience, especially when their systems need service or support.

You’ll be the final escalation point for customer inquiries, own troubleshooting, post-install field coordination, and executive-level communications. You’ll collaborate cross-functionally with sales, operations, and installation partners to deliver timely, empathetic, and technically sound solutions.

What You Will Do:

• Lead Complex Case Resolution - Take ownership of escalated customer issues, especially those involving technical diagnostics, equipment failure, or CEO-level visibility. Ensuring a prompt, clear, and effective resolution.
• Frontline Support for Operations - Provide frontline support through email and phone to proactively ensure Homeowners are surprised and delighted with their Haven experience.
• Support O&M Troubleshooting - Coordinate directly with customers and installation partners to resolve service tickets. Troubleshoot system performance, app connectivity, communication errors, and hardware faults.
• Bridge Field and Customer Experience - Work closely with Project Managers, Field Quality, and Technical Operations to keep customers informed and supported during technical or post-installation issues.
• Drive Process Improvements - Identify recurring issues or gaps in customer communication. Work with Ops, CX and Product to improve internal tools, workflows, and documentation.
• Document and Share Knowledge - Maintain clear case documentation and contribute to internal training materials, FAQs, and knowledge base content to empower the Ops team and future CX representatives.

What You'll Bring:

• 3–5+ years of experience in residential solar and battery storage, with strong technical knowledge of systems like Tesla Powerwall and FranklinWH aPower
• Demonstrated ability to manage executive-level or highly sensitive customer escalations
• Strong troubleshooting skills across hardware, software, and connectivity layers of distributed energy systems
• Exceptional written and verbal communication skills, with an empathetic and solutions-oriented mindset
• Ability to manage multiple priorities in a fast-paced, cross-functional environment

Bonus Points For:

• Experience with support platforms such as HubSpot, Front, and Scoop
• Knowledge of permitting, interconnection, and utility-facing processes
• Familiarity with VPP, DER aggregation, and demand response technologies
• NABCEP certification or equivalent technical training

Why Join Haven Energy

• Help homeowners take control of their energy and be part of the transition to a resilient, distributed grid
• Join a fast-growing, mission-driven company with strong values and real impact
• Work in a high-trust, high-ownership environment with opportunities to grow
• Competitive salary, equity, and full benefits package

Ready to support the future of clean energy? Apply now and help us build the customer experience that powers a smarter grid.