Job Description

HEAD OF CUSTOMER SUCCESS

Energy Shares is a new and innovative Fintech Crowdfunding platform focused on renewable energy investments. The firm is an SEC and FINRA registered broker-dealer. We are hiring for a number of roles, one of which is our new Head of Customer Success position. We're looking for someone with broker-dealer operations and customer support experience with Series 7, 63, and 99 licenses. We provide a hybrid working environment.

As the Head of Customer success, you will lead members of Energy Share’s Customer Success team who are passionate advocates for building and streamlining operational processes, optimizing all success channels including email, SMS, and phone-all while strengthening team culture, driving customer happiness, and promoting employee success. You will be responsible for overall leadership, coordination, growth, and results of the Customer Success functions.

This role focuses on becoming a leader for the cross-functional liaison team who will be working with product, compliance, engineering, business development, marketing, and finance to guide Energy Share's most important strategic priorities. You will track indicators of performance weekly.

WHAT YOU'LL DO AS HEAD OF CUSTOMER SUCCESS:

• Build out a Customer Support team and coach and mentor team members with a focus on professional development and upstream thinking.
• Develop metrics to measure the growth and performance of the team, and provide reports as needed.
• Utilize deep product and industry knowledge.
• Treat Success as a product at Energy Shares, improving and iterating on the customer experience.
• Lead end-to-end project plans and ensure delivery of essential success plans.
• Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team.
• Scale the Success team by capitalizing on opportunities for increased efficiency, driving productivity plans guidance/assistance as appropriate.
• Improve customer satisfaction across channels.
• Responsible for ensuring customer service levels are met, serving as the team point of contact.
• Respond promptly and exercise exceptional communication skills in an effort to optimize each contact.
• Effectively manage cases and communication using Hubspot Customer Support or ZenDesk (or similar tools).
• Utilize strong de-escalation skills to assist customers in need.
• Meet or exceed established service level agreements and guidelines.
• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction.
• Understand bank operations, industry trends & best practices, and the rules and regulations that drive the fintech industry.

HOW TO BE SUCCESSFUL IN THIS ROLE:

• 6+ years of work experience with 3+ years of direct people management experience preferred.
• FINRA series 7 and 63 registrations preferred, series 99 nice to have.
• Experience with Fintech Platforms and/or Crowdfunding websites preferred.
• Experience with primary offerings of private equity (Reg A+, Reg A, Reg D, and Reg S) a plus.
• In-depth knowledge and understanding of FINRA, SEC and other applicable broker-dealer regulations preferred.
• Past product or project management experience.
• Experience building and scaling Customer Success operations.
• The ability to effectively influence and communicate cross-functionally.
• Creative problem-solving abilities.
• Passion for Investment Operations and ensuring an outstanding customer experience.
• Bachelor’s degree in business administration, marketing, or a related field.

BENEFITS:

Benefits from Energy Shares, LLC include generous paid time off (PTO), 401(K) participations with employer match, comprehensive health coverage including medical, dental, vision, life, and AD & D, wellness benefits, paid holidays, a career path for growth, competitive salary, and a hybrid working environment. We are an Equal Opportunity Employer.

Company Description

Energy Shares is a new and innovative Fintech Crowdfunding platform focused on renewable energy investments. The firm is an SEC and FINRA registered broker-dealer. It is a wholly owned subsidiary of Solariant Capital LLC. Solariant Capital is a renewable energy development and investment company headquartered in Pasadena, California, with three other offices in Tokyo, Seoul, and Manila. It has been structuring and funding renewable energy projects since its inception in 2012. It's currently developing a crowdfunding platform to provide investment opportunities in renewable energy projects to investors.