Client Support Manager, Level 3

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About GoodLeap:
GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018.
GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

Summary:
The Client Support Manager, Level 3 works with our clients to ensure we’re delivering the best customer experience possible. The Level 3 CSM in collaboration with in-house General Counsel, Compliance, and other departments assists with day-to-day compliance related concerns pertaining to escalated accounts within the Client Support Department. The level 3 CSM is responsible for addressing escalated concerns in accordance with Compliance and General Counsels’ guidelines. The Level 3 CSM will help to ensure customer expectations and GoodLeap standards are being met. We strive to be a reliable and trustworthy ally that always delivers for both our customers and Clients. Focusing on improving the customer experience and being a dependable teammate helps us live out our mantra of “finance made friendly”.

Essential Job Duties & Responsibilities:

  • Provide our customers and clients with world-class customer service
  • Communicating with installers regarding past, present and future high-level escalations
  • Strategically partner with GoodLeap’s in-house attorneys and compliance on ways to minimize account level risk
  • Help resolve any questions or concerns our existing customers may have
  • Develop a comprehensive knowledge of GoodLeap policies and procedures
  • Effectively manage a pipeline of projects to completion
  • Document interactions and resolutions in the CRM system to maintain accurate records and track trends
  • Evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details
  • Ability to analyze data and spot trends, complete risk analyses
  • Conduct collaborative investigations into possible fraudulent or suspicious activities
  • Provide timely and effective responses to clients and customers via email, phone, and chat
  • Maintain a positive and professional attitude in all client, customer, and attorney interactions

Required Skills, Knowledge & Abilities:

  • Must demonstrate ability to communicate effectively, both verbal and written, at all levels of the organization
  • Work independently and collaboratively
  • Effectively interact with high profile clients
  • Exceptionally organized, detail-oriented, and efficient
  • Highly proficient computer skills, including Excel, Microsoft Office, Word, Outlook, PowerPoint and database management software
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
  • Excellent problem-solving abilities
  • Ability to work well under pressure and manage multiple priorities effectively
  • Flexibility to adapt to changing priorities and business needs
  • Time management

Compensation:
$26.44/ HR

Additional Information Regarding Job Duties and Job Descriptions:

Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you! Apply today!