Back to jobs
New

Customer Care Success – Lead Analyst

Houston, TX

COMPANY OVERVIEW

Chariot Energy, is an affiliate company of Hanwha Energy USA and ultimately Hanwha Group, a FORTUNE Global 500 firm that is among the eight largest business enterprises in South Korea. Hanwha Energy USA 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. Hanwha Energy USA offers the full spectrum of PV solutions – from power plant development, design, construction, operations, and maintenance. With proven capabilities across the solar value chain, Hanwha Energy USA minimizes uncertainty and risk, and helps customers achieve a higher return on their investment in solar energy.

 

Hanwha Energy USA 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.

 

Hanwha Energy USA 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 a Customer Care/Success Lead Analyst who will play a pivotal role in maintaining the high levels of customer satisfaction, resolving issues, and ensuring compliance with regulatory entities. The Customer Care & Success Lead Analyst will support the daily operations of customer care and retention teams across multiple locations. This role ensures high-quality service delivery, assists with team leadership, and helps maintain compliance, efficiency, and customer satisfaction. The Lead provides direct coaching, manages escalations, supports training efforts, and acts as the Manager’s delegate when needed.

 

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

 

 

RESPONSIBILITIES

  • Lead and assist the Customer Care & Success Manager in supervising customer care and retention teams through recruitment, training, coaching, and performance feedback.
  • Provide daily guidance to representatives and reinforce service standards and expectations.
  • Help create and maintain training materials, process documentation, and quality assurance processes.
  • Monitor team KPIs, flag performance issues, and recommend improvements.
  • Ensure consistent adherence to company policies and regulatory requirements.
  • Handle escalated customer issues and responses (PUC/BBB) across all communication channels.
  • Support efforts to drive customer satisfaction, retention, and issue resolution.
  • Reinforce a customer-first culture within the team.
  • Review performance data and assist in identifying trends and opportunities.
  • Provide insights and recommendations that enhance operations and customer outcomes.
  • Assist in the rollout and adoption of new tools, systems, and AI-driven solutions.
  • Partners with internal teams (operations, compliance, product, technology) to address systemic issues and support service enhancements.
  • Communicate feedback and observations that help improve customer processes.
  • Serve as the lead acting when the Customer Care & Success Manager is unavailable, ensuring operational continuity and effective decision-making.

 

Required competencies

  • Analytical - Proven problem-solving capability with strong analytical skills,
  • Stakeholder Engagement – Understands the importance of seeking out relationships and working with others toward a shared goal.
  • Effective Communication - Strong verbal and written communication skills.
  • Agility - Demonstrate willingness to modify position as needed to meet the needs of the business.

 

REQUIRED Experience

  • Bachelor’s Degree.
  • 2+ years of previous experience in a customer care/customer success or contact center supervisor/lead role.  
  • Strong effective communication, coaching, and problem-solving skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Familiarity with CRM platforms, contact center tools, and performance metrics.
  • Previous experience partnering with Third-Party Vendors.
  • Proficiency in Microsoft Office Suite – with strong Excel required.
  • Proficient in operational streamlining, risk mitigation and automation
  • Strong problem-solving, multitasking, and prioritization abilities; deadline oriented.
  • Eligible to work in the U.S. without sponsorship.

 

PREFERRED EXPERIENCE

  • Customer care/success in Retail Energy and/or Utility management experience a strong plus.
  • Experience working with ISOs; familiarity with ESG Titanium preferred.
  • Prior experience managing BPO sites is preferred.
  • Prior exposure to ERCOT and PJM market operations is preferred.
  • Bilingual Proficiency in English and Spanish

 

COMPENSATION: $75,000 - $95,000 salary

 

Attention external recruitment firms, we will not accept any unsolicited resumes at this time. Please do not contact any internal member of our company to discuss the position or to solicit candidates.

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

Create a Job Alert

Interested in building your career at Chariot Energy? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Chariot Energy’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.