Hiring: Sr. Manager, Customer Care Company: Qcells North America Location: Irvine, CA Job Posted Time: 2026-09-14 14:47:03 Employment Type: Remote Target Skills & Keywords : Root Cause Analysis About the job Experience: •8+ years of progressive experience in customer service, customer operations, or customer support environments. •5+ years of leadership experience, with a demonstrated ability to develop, mentor, and manage high-performing teams. •3+ years of experience in the solar industry, with strong knowledge of residential solar financing structures, including loan products and third-party ownership (TPO) agreements. Required Skills: •Work closely with the QSS Director and Customer Care Manager to lead and scale a team of Customer Care Specialists. •Design, implement, and continuously improve customer service processes to enhance the QSS customer experience and operational efficiency. •Handle high-priority and escalated customer complaints with a focus on resolution, root cause analysis and long-term prevention. •Work closely with the Disaster Recovery Manager to identify and contact customers potentially affected by natural disasters and prioritize system repairs. •Collaborate cross-functionally to identify systemic issues and partner on solutions that reduce friction for customers. •Report on key customer concerns to senior leadership, offering data-backed recommendations for improvements. •Establish and monitor key performance indicators to ensure quality and efficiency goals are consistently met. •Mentor and develop team members, fostering a culture of accountability, empathy, improvement and collaboration. Qualifications: •Bachelor’s degree in Business, Operations, or a related field, or an equivalent combination of education and professional experience. •Proven success leading hybrid and remote teams while driving performance, accountability, and employee engagement. •Strong problem-solving, communication, and cross-functional collaboration skills, with the ability to influence stakeholders at all levels of the organization. •Travel may be required up to 5-10%, depending on business needs. •Demonstrated capacity to work from the San Francisco office and collaborate effectively in an in-person and hybrid work environment. •Knowledge of project or production management principles in a fast-growing, cross-functional team. •To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation. Compensation: •$120,000 - $150,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!