Manager, Customer Experience
Inspire Clean Energy
Full-Time
Philadelphia, PA, USA
Nov 16
The Manager, Member (Customer) Experience will be a People Manager Powerhouse. As an Mx Manager, you’ll lead by example, you are exceptionally empathetic, and accountable is your middle name. The Mx Manager has a deep passion for front-line people management and development, and is comfortable with a fast-paced constantly growing team.
THE MANAGER, MEMBER EXPERIENCE HAS SEVEN MAIN RESPONSIBILITIES
- Be a constantly available resource for your team by regularly checking in with your team members and having a pulse on team engagement levels
- Provide vision and clarity to your direct reports to ensure they’re hitting KPIs and have a deep understanding of their performance
- Own the recruitment process for Mx Specialists to ensure we’re hitting our hiring targets
- Regularly monitor phone, email, live chat, and SMS performance and volume to ensure we're delivering incredible experiences to our members, meeting SLAs, and performance managing all Specialists
- Develop actionable insights through both Mx Specialist and Member feedback, allowing Inspire to drive growth and a continued positive member experience
- Manage escalated member issues efficiently and effectively
- Embody Inspire’s core values and lead by example. You’ll help set the tone across the team of what it means to put the member first
SOME YEAR 1 DELIVERABLES
- Develop and scale our existing team of high-performing Mxers, while growing team headcount to support business growth
- Expand Mx CSAT as a key measure of Mx success
- High engagement, satisfaction, and team morale among the Mx Team
SUCCESS METRICS
- Maintain goal of 90% phone service level
- Maintain goal of 50% retention
- Maintain goal of 1k+ winbacks/month
- Maintain monthly hiring headcount
DESIRED TRAITS
- No task is too small mentality
- Ability to be flexible and pivot quickly
- Empathetic
- Highly accountable: has never been late for work a day in their life, and gets tasks and assignments done with autonomy
- Has a positive attitude and presumes positive intent
- Cares about people, both employees they’ll manage, and our members
- Ability to motivate
EXPERIENCE
- Must Have
- 4-5 years experience in direct people management
- Bachelor’s degree
- Past experience in a front lines role (retail, sales, customer service)
- Proven track record of objectively resolving escalated customer complaints
- Call center operations knowledge
- Nice to Have
- Bi-Lingual capabilities (Spanish specifically)
- Knowledge of the energy industry
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Inspire Clean Energy
Inspire is a clean energy technology company on a mission to transform the way people access clean energy and accelerate the world toward a net-zero carbon future.