Supervisor, Customer Support
Supervisor, Customer Support
Posted on :
05-05-2025
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1 Vacancy
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Job Description
Description
Enphase Energy is a global energy technology company and a leading provider of solar battery and electric vehicle charging products. Founded in 2006 our innovative microinverter technology revolutionized solar power making it a safer more reliable and scalable energy source. Today the Enphase Energy System enables users to make use save and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world with more than 80 million products shipped across 160 countries.
Join our dynamic teams designing and developing nextgen energy technologies and help drive a sustainable future!
About the role
The Supervisor Customer Support manages a group of technical support agents in the Enphase Energy Support center. The Customer Support Supervisor monitors and manages call center metrics and quality provides training and guidance to support agents and intervenes with customers as required.
What you will do
- Lead and motivate CallCenter Agents to achieve and maintain high levels of performance.
- Assist CallCenter Agents with troubleshooting technical issues related to Enphase installations and products as required.
- Provide ongoing training and corrective feedback to CallCenter Agents ensuring they are wellequipped to handle product and processrelated issues.
- Monitor call and case statistics toward forecasting CallCenter Agent staffing requirements and infrastructure upgrades.
- Ensure adherence to Enphase standards by monitoring call and case quality.
- Fully document all processes and workflow executed by the CallCenter and keep that documentation updated as the processes and/or workflow change over time.
- Monitor voice and data systems for capacityplanning and troubleshooting as required.
- Continuously evaluate and adjust existing flowchart processes for effectiveness and efficiency in problem resolution.
- Intervene with external customers on specific issues and/or clarifications as required for those issues that the CallCenter Agents are unable to bring to full resolution.
- Oversee the CallCenters CRM case load to keep CallCenter Agent responsetimes within acceptable parameters.
- Regularly report statistical data trends significant events and milestones to the Director of Customer Support.
- Coordinate with the Director of Customer Support and other Customer Support Managers on the tracking of impacting fieldissues subsequent productmodifications and documentation of remediations.
- Enforce departmental bestpractices documentation and customerinteraction guidelines.
- Participate in ongoing training/education of industry standards and Enphase productspecific information.
- Follow Enphase Energy departmental conventions and procedures.
- Professionally represent Enphase via all communications mediums.
- Abide by all company policies and standards of conduct contained in the Enphase Energy employee manual.
Who you are what you bring
- High school diploma or GED equivalent.
- Demonstrated trackrecord of technical support / customer service experience in a leadership or management role.
- Excellent verbal and written communications skills including conflictresolution product documentation staff training and general publicfacing technical support.
- Working experience with networking (TCP/IP) protocols firewalls operating systems SQL databases CRM (Customer Relationship Management) platforms software programs and telecom systems and general IT Administration. Mild development experience (scripting) helpful.
- Experience with overseeing mentoring and training a team of technical/customer Support technicians.
- Experience with external Product Support coordinating with internal Software Developers and Hardware Engineers to track bugfixes release schedules and issueescalations
- Excellent interpersonal skills with external customers and internal employees.
- Proven ability to effectively monitor the CallCenters operational statistics and coordinate future needs and expansion with the Director of Customer Support.
- Experience of resourceplanning for a callcenter Support team helpful.
- Experience with solar electric products and National Electric Code (NEC) helpful.
- Prior experience with Salesforce CRM helpful.
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer.
- Hand and finger manipulation using phone and keyboard.
- Extended time on phone with customers.
- This is an onsite position and the successful candidate will be required to work for our Guaynabo PR office fulltime.
Please submit the resume in English.
The base pay range for this position is $23 to $34 an hour. This salary range may be modified in the future. The successful candidates starting pay will be determined based on jobrelated skills experience education or training work location and market conditions. This position is also eligible for bonus equity and benefits.
Required Experience:
Manager
Employment Type
Full-Time
Department / Functional Area
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