Renew Home is looking for a Customer Experience Associate to play a key role in delivering exceptional support as we scale to a nationwide product. You’ll help ensure every user interaction reflects our mission to make clean energy accessible to everyone.
What You'll Do
- Serve as a trusted advocate for our users by ensuring their questions are answered and their issues are resolved with empathy, accuracy, and efficiency.
- Guide users through key processes such as connecting utility accounts, onboarding, and understanding their performance during energy-saving events.
- Troubleshoot and investigate user issues, identify root causes, and escalate non-routine situations as needed.
- Manage daily workflows to meet team service targets and contribute to overall customer satisfaction goals.
- Participate in team stand-ups and reflection sessions to share updates, learnings, and opportunities for improvement.
- Communicate clearly and effectively through our current written channels (email and live chat) and be ready to support new channels (such as phone) as we grow.
- Collaborate with teammates and cross-functional partners to continuously improve the customer experience.
- Work a regular schedule within our standard business hours (Monday-Friday) to ensure consistent, high-quality support for our users.
What We're Looking For
- 1-2 years of experience in customer support, customer experience, or a related field (or equivalent transferable experience).
- Strong written and verbal communication skills – you can explain complex information clearly and with empathy.
- A genuine passion for helping people and delivering excellent service experiences.
- Comfort using online tools, troubleshooting basic technical issues, and guiding users through digital processes.
- Curiosity and a growth mindset – you seek feedback, ask questions, and continuously look for ways to improve.
- Strong organizational skills and attention to detail; able to manage multiple requests and priorities efficiently.
- A collaborative and positive approach – you thrive in a fast-paced, team-oriented environment.
- Flexibility and adaptability as we grow into a nationwide product offering.
Team & Environment
You’ll partner closely with the Senior Manager of Customer Experience and the broader CX team, reporting to the Senior Manager of Customer Experience.
Benefits & Compensation
- Compensation range: $60k - $80k
- Fully remote work environment with home office set-up allowance.
- No pre-set vacation limits (with a top-down culture of taking meaningful PTO every year!).
- Parental leave benefits.
- Competitive benefits package that includes numerous health and wellness benefits.
- 401(k) plan, with employer contributions to the same.
Work Mode
This is a fully remote position open to candidates anywhere in the United States.
We are an Equal Opportunity employer striving to create a diverse, equitable, and inclusive work environment where everyone feels that they have a voice that is heard.
