Gradient’s mission is to cool the world by transforming every home to be more comfortable and healthy for the people who inhabit it — without compromising the environment. Today, heating and cooling equipment emit more greenhouse gas emissions than the entire transportation sector, and expansion in the use of cooling is projected to double these emissions in the next 30 years. However, comfortable buildings are critical for health and productivity, especially among communities that are vulnerable to the effects of climate change. Gradient’s vision is a future where everyone has access to comfortable buildings that are fully decarbonized. Our launch product is a direct-to-consumer high-efficiency and low-carbon heat pump.
We are looking for…
Gradient’s mission is to cool the world by transforming every home to be more comfortable and healthy for the people who inhabit it — without compromising the environment. Today, heating and cooling equipment emits more greenhouse gas emissions than the entire transportation sector, and expansion in the use of cooling is projected to double these emissions in the next 30 years. However, comfortable buildings are critical for health and productivity, especially among communities who are vulnerable to the effects of climate change. Gradient’s vision is a future where everyone has access to comfortable buildings that are fully decarbonized. Our launch product is a direct-to-consumer high-efficiency and low-carbon heat pump.
The Director of Customer Operations & CX will lead the strategy, growth and development of our customer experience team. You will build and maintain processes and systems to scale our team as our customer growth continues and lead inter-team collaboration and communication. The salary range for this position is $130,000-$200,000.
The ideal candidate will have a background in customer service in hardware with a strong desire to reduce carbon emissions for a better planet.
Responsibilities:
- Provide guidance and insights to the CS leadership team. Leverage data, analysis, and process improvements to help us achieve our goals.
- Design and launch processes, workflows, and automations that drive internal efficiencies, up-level the effectiveness of our Customer Success team, and deliver greater value to our customers at scale.
- Responsible for the overall daily function and performance of the CX team
- Collaborate with the Sales, Marketing, Product and Engineering teams cross-functionally to design and implement solutions for a cohesive end to end customer experience
- Draft, implement, and execute policies and procedures to facilitate an incredible customer experience.
- Manage customer escalation contacts to resolution while demonstrating empathy and patience when working with customers to resolve issues
- Develop and maintain high quality 3rd party nationwide delivery service partner
- Establish performance metrics for customer service representatives
- Establish service levels and requirements for the department
- Identify updates and expansions to technology, equipment, and policies that may improve customer service and retention
Required Qualifications:
- 7+ years’ experience in customer service of a hardware product or similarly complex product
- Experience managing 3rd-party installation and delivery teams
- Interest in tackling the challenges of climate change
- Experience with Zendesk & Shopify or equivalent software
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Strong analytical and problem-solving skills
- Strong supervisory and leadership skills
Bonus Qualifications:
- Experience in HVAC or energy
- Experience with environmental agencies or products
- Experience in a startup environment
Benefits
- Equity
- Medical/vision/dental/life/disability insurance
- 401k
- Paid parental leave
- Commuter benefits
- Unlimited PTO within reason
- Relocation package ( out of state applicants only )
We are committed to building a diverse and inclusive company. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves. We welcome people of different backgrounds, experiences, abilities, and perspectives.
Gradient Comfort is an equal opportunity employer. We do not make hiring or employment decisions on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or genetic information, in compliance with applicable federal, state and local law.
