Position SummaryThe Manager of Customer Support is a critical leadership role responsible for ensuring that Yes Energy lives up to our brand promise: We promise prompt, friendly, and smart customer support, and are committed to collaborative partnerships with our customers.
As the leader of a fast-paced, highly technical support team, you will manage and coach support professionals at various levels of experience - holding the team accountable to the high standards of quality, responsiveness, and technical depth that differentiate us within the industry. You will set the tone for the team's culture, create individual growth plans, and serve as a mentor and role model.
This role requires the judgment to balance day-to-day people management with hands-on ownership of the most technically demanding customer issues. You will build deep familiarity with our products and, when needed, roll up your sleeves to support the team directly on complex, escalated cases.
Please note that this position requires participation in an on-call rotation schedule, for which additional compensation is provided.
Position Details- Salary range: $110,000 - 125,000 plus bonus
- Location: Boulder, CO, Boston, MA, Chicago, IL, Richmond, VA, Remote
- Full-time
- Hybrid
- Reporting to: VP, Customer Experience
Primary ResponsibilitiesLeadership & Team Management- Lead, coach, and mentor a team of technical support professionals, setting clear expectations, individual growth plans, and performance goals.
- Recruit, hire, onboard, and develop team members to build a high-performing, technically capable support organization.
- Conduct regular one-on-ones and performance reviews, managing performance improvement plans and career development conversations as needed.
- Build and maintain internal onboarding and ongoing training programs to grow the team's technical and customer service skills.
- Develop and champion team best practices and standards, fostering a culture of accountability, ownership, and continuous improvement.
- Manage business-hour and on-call shift scheduling to ensure consistent, high-quality coverage.
- Own team KPIs - including resolution time, average handling time and sentiment scores - reporting on team health and performance to senior leadership and driving improvement plans as needed.
- Conduct weekly ticket quality assurance reviews to identify coaching opportunities and address them directly with team members.
- Contribute to and lead special projects, including acquisition integrations.
Technical & Operational Leadership- Serve as a data and product subject matter expert, with specialized focus on CAISO and SPP Markets+ Trading & Settlements and our Bid to Bill product line.
- Serve as Tier 2 support and final escalation point for the most advanced, complex technical data and product inquiries.
- Partner closely with Product Management and Engineering to advocate for customer needs and influence the roadmap based on support insights, product issues, and user experience trends.
- Stay current on industry trends, emerging technologies, and best practices to guide the team's technical direction and ensure the delivery of cutting-edge support services.
- Build and maintain internal knowledge base documentation, facilitating knowledge sharing between internal subject matter experts and Tier 1 support staff.
- Manage customer support inquiries through the CRM system to resolution within designated timeframes, regularly grooming the CRM to ensure customers receive the best possible experience.
- Partner with the Yes Energy Customer Success team to communicate trends, escalations, and value recognition opportunities.
- Manage customer communications for outages and planned maintenance.
- Build fluency in Yes Energy software, including our API and SQL data products, to support and guide the team on advanced technical issues.
Minimum Qualifications- A minimum of five (5) years of experience in technical customer support, technical support/helpdesk, and/or technical sales roles is required.
- A minimum of five (5) years of people management experience, preferably leading technical or customer support teams, including hiring, coaching, and performance management.
- Demonstrated ability to lead and motivate a team through ambiguity, organizational change, or product transitions, while maintaining high morale and performance.
- Strong leadership skills with the ability to model excellence and set a clear technical and cultural vision for the team.
- A proactive mindset focused on identifying and eliminating inefficiencies through process optimization at both the individual and team level.
- Comfortable communicating solutions and strategy internally and externally across various communication mechanisms, such as IM, phone, email, and formal presentations.
- Exceptional customer service instincts, with the ability to digest complex technical information and translate it concisely for both customers and executive stakeholders.
- Ability to personally troubleshoot and resolve advanced technical support and application issues - and to coach others to do the same.
Preferred Qualifications- Familiarity with Utility Bid to Bill processes, especially as it relates to CAISO and SPPISO market settlements.
- Energy industry experience or experience in equities/commodities trading.
- Proficiency in SQL and/or Python and familiarity with APIs.
- Data analyst experience.
- Experience interacting with CRM software (Freshdesk, Jira, Salesforce, etc.).
- Experience leading a support team through growth, scaling, or M&A/acquisition integration.
- Experience with Yes Energy's products will set you apart from other candidates.
At Yes Energy, we value connecting directly with candidates. We kindly ask that third-party recruiters and agencies not submit resumes, as we are not open to external recruiting partnerships. 
