EnerNOC has an immediate need for a manager of our talented and energetic Customer Support team. This position will sit alongside other leaders of the Onboarding and Support team within Operations, and involves directly managing employees in both the Boston and remote offices.

EnerNOC is an Enel Group Company, whose mission is devoted to changing the way the world uses energy. Our Support team helps our customers get the most out of their energy use through EnerNOC’s products, services, and market knowledge. In this role, you champion the Support team’s mission to deliver easy, enjoyable, and effective customer experiences to our growing commercial and industrial customers.

To succeed in this position, you are able to connect with a diverse set of personalities and styles and appreciate the strengths of each approach – both on the Support team, and across our matrix organization. You have a high emotional IQ and understand how to exert influence and advocate for the customer experience, because you understand that all teams support our customers. We are looking for someone to add integrity and quality to the core foundation of a strong customer-centric culture with your fellow leaders.

About the Job:

  • Provide leadership, support, development, and opportunities for a super-star team of 5 (and seasonal interns)
  • Ensure that resourcing needs are met for proper supporting coverage of operations
  • Ensure the team meets response and resolution service levels for our customers
  • Work with internal teams for escalation and resolution of customer issues, and foster a collaborative working environment
  • Provide input to the support, operations, and product strategy of the company as a whole, with a focus on the customer experience and needs
  • Work with senior leaders to develop, modify, and/or implement policies and procedures that affect the immediate Support organization, which may also impact other groups
  • Act as an escalation point for customer issues and resolve problems

About You:

  • Demonstrated strengths in leadership or previous management experience in similar fields (operations, support, energy, technology)
  • Able to work in a fast-paced environment and changing market, with the ability to learn new technology quickly
  • Able to manage high-stress situations calmly and effectively; you know how to leverage your team to support issues in real-time
  • Data-oriented brain, but you still rely on qualitative observations in order to come to balanced decisions
  • Able to convey anything to anyone; you have strong interpersonal, verbal, and written communication skills
  • Always asking “who else needs to know” and keeping stakeholders informed and engaged

Above and Beyond:

  • Prior experience in customer service or support
  • Familiarity with the clean tech sector, software as a service organizations, or technology organizations
  • Experience working with systems, including CRMs such as Salesforce.com, or ticket managing software


Apply for this Job
* Required
File   X
File   X

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at EnerNOC are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

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.

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 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.

Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

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.

Share this job: