Customer Care & Success Manager

COMPANY OVERVIEW

174 Power Global, headquartered in Irvine, California, is an affiliate company of Hanwha Group, a FORTUNE Global 500 firm that is among the eight largest business enterprises in South Korea. 174 Power Global designs, builds and manages solar power plant solutions. The company brings a decade of global leadership in solar PV to North America, combining best-of-world technology, processes, and partnerships to deliver utility-grade solar PV solutions customized for local energy markets. 174 Power Global offers the full spectrum of PV solutions – from power plant development, design, construction, operations, and maintenance. With proven capabilities across the solar value chain, 174 Power Global minimizes uncertainty and risk, and helps customers achieve a higher return on their investment in solar energy.

174 Power Global has recently embarked to enter the energy retail market in deregulated markets throughout North America. Chariot Energy is a retail energy provider based in Houston, Texas. We offer electricity to homes and businesses, and it is our goal to provide products and services our customers love and an unmatched experience that is missing in today’s retail energy market.

174 Power Global has set out to have Chariot Energy become one of the leading energy retail providers (by RCE count) within 5-years of Chariot Energy’s launch.

POSITION OVERVIEW

We are seeking an experienced Customer Care/Success Manager who is independent, results-oriented, self-motivated and wants to be part of a Dynamic Organization. Working in a team environment, this position will be responsible for leading and overseeing the customer care teams across multiple locations to deliver exceptional service and support to residential and commercial customers. The Customer Care & Success Manager will play a pivotal role in maintaining high levels of customer satisfaction, resolving issues, and ensuring compliance with regulatory entities. The role entails traveling to various contact center locations and dedicating either a portion or the entire day at each site.

This position is in Houston, and the ideal candidate will be within commutable distance of the Houston office location.

RESPONSIBILITIES

• Lead and manage care, and retention teams through recruitment, training, performance evaluations, and coaching to ensure alignment with company goals and regulatory standards.
• Develop and maintain comprehensive training, policy documentation, and quality assurance programs to ensure staff compliance, performance consistency, and exceptional customer service delivery.
• Foster a high-performance, customer-first culture that consistently delivers industry-leading service standards, drives innovation in customer care, and positions the organization as a benchmark for operational excellence.
• Use data-driven insights to improve customer care and retention processes, proactively reduce churn, and drive long-term growth.
• Oversee the implementation of AI-driven solutions across all customer channels, collaborating with internal and external stakeholders to tailor and deploy tools that meet business objectives.
• Manage complex and escalated customer communications across channels, including regulatory bodies and social platforms, ensuring timely and compliant resolution.
• Prepare reports on customer care performance, including key performance indicators (KPIs), and use data-driven insights to make informed decisions.
• Establish and maintain strong relationships with third-party vendors, ensuring adherence to contractual agreements, timely resolution of issues, and alignment with operational and service goals.
• Conduct employee evaluations to assess performance, identify training needs, and provide feedback.
• Collaborate with the management team to establish and maintain positive relationships with vendors. This includes ensuring compliance with vendor agreements, as well as promptly resolving any issues that may arise.
• Stay informed of industry changes by participating in workshops and sessions hosted by Utilities, ISOs, and PUCs to anticipate and respond to market and regulatory developments.
• Manage variable call volumes and set team schedules to ensure all duties are covered during the hours of operations based on anticipated call volumes.
• Establish controls to bridge identified gaps between Customer care, Operations, Marketing, IT and Supply.
• Manage and adhere to compliance protocols outlined by regulatory bodies.

Required competencies

• Leadership – Experience leading a team.
• Communication - Excellent written and oral communication skills
• Business Acumen – Knows the business and department roles and operates with an awareness of the industry standards and procedures.
• Strives for Results – Operates with a high level of energy and develops appropriate objectives to support the organization in achieving optimal success.

Minimum Education and Experience

• 8+ years in customer care/success; retail energy and Utility management experience a strong plus.
• Bachelor’s Degree.
• Experience working with ISOs; familiarity with ESG Titanium preferred.
• Proficient experience managing Third-Party Vendors and Staffs of at least 20 +
• Proficient in operational streamlining, risk mitigation and automation
• Skill in crafting tailored styles to leverage opportunities that contribute to the overall success of the organization
• Strong problem-solving, multitasking, and prioritization abilities; deadline oriented.
• Proficiency in Microsoft Office Suite – with strong Excel required.
• Bilingual Proficiency in English and Spanish
• Eligible to work in the U.S. without sponsorship.

Compensation: $110,000 - $140,000 salary

Chariot Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. www.mychariotenergy.com