Customer Support Manager

**About Us**

Next Thing Technologies is seeking to be a crucial part of the energy solution.

We are a dynamic and rapidly growing startup focused on putting batteries in every home, making power more affordable and secure for everyone. Our aim is to develop energy technology that enables more control and resilience with regards to personal, commercial or government energy needs.

One of our primary goals is to create a battery so that more of the world can have consistent power. We hope to do this through the use of different battery form factors, system designs, material chemistries, financing and business models to make our product more affordable and safer.

Our mission is to build energy-resilient communities through sustainability and power decentralization.

**Our Core Values**

**Innovative Thinking and Creativity**: Next Thing Technologies is unwavering in its dedication to sustainable energy solutions. We are constantly seeking innovative methods to store and distribute energy in an efficient and sustainable manner, ensuring we not only meet but set industry standards.

**Accessibility and Affordability**:We are steadfast in our pursuit to democratize cutting-edge energy storage solutions. It's not just about innovation but ensuring that these advancements are within reach for a diverse range of customers.

**Partnership and Collaboration**:Through our strategic partnerships, be it with cities, grid operators, or industry experts, we collectively drive forward in our mission. By intertwining our strengths with those of our partners, we tackle the multifaceted challenges of the energy sector head-on.

**About the Role**

**What You’ll Do**
- Handle customer complaints, resolve issues, and provide appropriate solutions to ensure customer satisfaction
- Assist customers in navigating our products/services, troubleshooting technical problems, and guiding them through the resolution process
- Maintain a thorough understanding of our company's products/services and stay updated on new features and updates
- Collaborate with cross-functional teams to address complex customer issues and escalate when necessary
- Monitor social media channels for customer feedback, mentions, and comments, and engage with customers in a professional and positive manner
- Document customer interactions, feedback, and recurring issues to contribute to the improvement of our products/services and internal processes
- Identify opportunities for proactive customer support initiatives, such as FAQs, knowledge base articles, or video tutorials

**What You’ll Bring**
- Previous experience in customer support, preferably in a digital or high growth startup environment
- Strong written and verbal communication skills, with a keen eye for detail
- Exceptional problem-solving and decision-making abilities
- Empathetic and patient approach when dealing with customers, even in challenging situations
- Ability to prioritize tasks, manage time effectively, and work independently
- Familiarity with CRM software or ticketing systems is a plus
- Experience building and leading a customer support team
- Ability to work US time zone (PST hours) to meet our business needs

**What We Offer**
- Growth opportunities with an early stage startup
- Be part of innovative projects that have a global impact
- Collaborate with visionary leaders and executives to drive impactful change
- Work with a diverse and amazing group of individuals who celebrate successes and tackle challenges together
- Competitive compensation packages, commensurate with experience
- Remote-first working model

**Job Type**: Permanent