We are looking for someone with 3+ years of experience in the customer support space. Ideally you are looking for a role on a fast-paced and innovative team with plenty of opportunity for growth and ownership of your work. You will have opportunities to help shape the roadmap of this team.
You are organized, detail oriented, and love to make chaotic situations run smoothly. You understand the value of strong processes and will enthusiastically familiarize yourself with Generate’s software systems to assist in creating and then managing a seamless, efficient, and highly organized customer support process. Outside of the standard customer support tasks, you may assist the team with other tasks, including administration of our asset management platform, document management, commercial analysis and reporting
What you will be doing at Generate Capital as the Manager, Commercial Customer Operations:
- Responsible for onboarding new customers, ensuring a smooth and personalized experience
- Drive continuous improvement in customer support operations by developing and implementing comprehensive written guidelines, process maps and workflows for onboarding, support, proactive engagement and other critical functions within the asset management team
- Help establish a new delineation between customer experience and billing while improving customer interactions.
- Building out a new customer survey tool for transactional and annual experience surveys
- Leading portfolio wide communication initiatives and acting as a thought partner to the head of the group to innovate how we communicate with our customers
- Supporting the team to provide excellent customer service and tracking all issues and resolutions within Generate’s asset management platform, judiciously escalating to appropriate internal parties as warranted
- Be a champion of strong and well-documented processes, taking initiative to find and document new ways to leverage Generate’s systems to improve efficiency and transparency in every aspect of our work
- Assist asset management team with other general and administrative tasks as needed, such as reporting, cost controls, document management, compliance, and communications
Candidate qualifications & core characteristics:
- A demonstrated passion for, or commitment to, our mission
- 3+ years’ experience in the customer support realm
- Excellent reading comprehension skills, capable of understanding and responding to complex customer needs and documentation
- Prior experience developing and documenting business processes
- Outstanding communication and interpersonal skills, including empathy, intuition, and listening
- Excellent organizational and self-management capability, with the ability to prioritize effectively and meet deadlines without compromising quality
- Demonstrated ability to work effectively in a cross functional team
- Quick learner, able to grasp new concepts and tools with minimal formal instruction, adapting swiftly to changing environments and requirements
- Unimpeachable integrity and glowing references
- Outstanding communication and interpersonal skills, including empathy, intuition, and listening as well as strong writing, editing, and basic design skills.
- High level of self-awareness and humility, with excitement about confronting uncomfortable situations or new challenges
- Intellectual agility, curiosity, and creativity; problem-solving is your default mode
- Entrepreneurial spirit: flexibility, comfort with risk, recognition that “perfect can be the enemy of the good”
Generate’s compensation packages are dependent on the facts and circumstances of each case. Salary decisions take into account a wide variety of factors including, but not limited to: skill sets, experience and training, licensure and certifications, geographic location, and other business and organizational needs. A reasonable estimate of the base salary range for this role is $100,000-125,000. In addition, the compensation package may include a discretionary bonus and other benefits, including health care benefits, retirement benefits, benefits permitting paid days off (including sick leave, parental leave, and paid time off or vacation benefits), and other benefits that must be reported for federal tax purposes. It is not typical for an individual to be hired at the top of this range.
Generate Capital is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of actual or perceived race, color, creed, religion, ancestry, citizenship status, age, sex, marital status, sexual orientation, national origin, disability or handicap, veteran status, or any other characteristic protected by applicable federal, state, or local laws.
