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Open nowPosted 459 days ago

Customer Success Manager

SolarSquare Energy181 open roles

Where
Pune
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Your applicationOpen nowCustomer Success ManagerSolarSquare Energy · Pune

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 459 days ago

The posting

About SolarSquare:

At SolarSquare we are building the Home-Energy brand of future India. We help homes switch to rooftop solar and move away from traditional coal electricity. We are a full-stack D2C residential solar brand - designing, installing, maintaining (after-sales) and financing solar systems for home-owners across India.

In 3 years we have scaled to become the leading residential solar brand in India. We are obsessed with quality, customer service and innovating to make it simple for homes to switch to solar. We are looking for leaders to join us in this mission.

Know us a bit better through these links:

Techcrunch SolarSquare article

Elevation - Podcast with SolarSquare Founders

Startup by IIT Grads Helps Indian Homes Run on Zero Electricity, Earns Rs 200 Crore in Revenues

The Climate Conversations ft Solar Square

Elevation Capital - SolarSquare

Role Overview

We are seeking a dynamic, experienced, and customer-obsessed Customer Support Manager to lead our support operations. You’ll be responsible for managing a team of Customer Service Executives, driving customer satisfaction, handling escalations, and streamlining support processes to deliver a world-class service experience to our solar customers.

If you thrive in fast-paced environments, believe in continuous improvement, and are passionate about making solar adoption a delightful experience for customers, we’d love to meet you!

Key Responsibilities

Team Leadership

Hire, train, mentor, and lead a team of customer service executives.

Define clear KPIs and goals; foster a high-performance, customer-focused culture.

Conduct regular performance reviews and coaching sessions.

Customer Interaction Management

Oversee prompt and empathetic resolution of customer complaints and queries across multiple channels (calls, emails, WhatsApp, social media).

Build long-term trust with customers by ensuring timely communication and support.

Handle escalations professionally with a solution-oriented approach.

Process Optimization

Design and implement scalable and efficient customer service workflows.

Identify bottlenecks, propose enhancements, and drive continuous improvement in processes and productivity.

Reporting & Analysis

Maintain dashboards and MIS for service performance, TATs, escalations, and feedback.

Analyze trends and share actionable insights with stakeholders to improve the customer journey.

Cross-functional Collaboration

Liaise with installation, technical, design, and product teams to ensure a seamless customer experience.

Be agile and adaptable in responding to evolving customer needs and business priorities.

Key Requirements

Education:

Graduate in any discipline. MBA or relevant certifications are a plus.

Experience:

6–10 years in customer service operations, with at least 2+ years in a managerial role. Experience in solar, D2C, fintech, insurance, or telecom is an advantage.

Skills:

Excellent communication and interpersonal skills (English, Hindi, and local language proficiency preferred)

Conflict resolution and escalation handling

Strong process orientation and problem-solving ability

Data-driven decision-making and reporting skills (Excel, CRM tools)

Team leadership and motivation

Other Requirements:

Willingness to work in a fast-paced and agile environment

Open to working rotational weekends

What We Offer

Competitive salary with performance-linked incentives

High-impact leadership role in a fast-growing clean energy company

Supportive work culture and transparent leadership

Rapid career progression for high performers

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