Customer Support Manager

Runwise is looking for a Customer Support Manager who is highly motivated, results-oriented and focused on business growth opportunities. We are looking for a candidate who is able to work 11:00AM EST - 7:30PM EST as part of their regular work schedule.

Runwise (www.runwise.com) is a fast-paced, customer-focused climate-tech startup that controls and runs the key energy systems (heating, water, etc…) in 8,000+ buildings throughout the US. Runwise’s unique hardware and software service significantly reduces energy usage, substantially lowering costs and carbon output. As of today, Runwise’s technology takes the equivalent of 100,000 cars worth of carbon emissions off the road each year.

As a Customer Support Manager at Runwise you will have the opportunity to work closely with a variety of property companies from large owners to individual coops and condos. Each customer and each building has unique needs and you act as a trusted advisor, helping them effectively run their heating systems in an energy-efficient way that makes tenants more comfortable.  Customer support managers help troubleshoot customer issues to help ensure they hit their energy reduction goals.

Applicants must have a high-quality internet connection.

Responsibilities will include, but are not limited to: 

• Answering live phone calls via our 24/7 support line
• Real-time troubleshooting of customer reported issues
• Remote monitoring and analysis of multifamily and commercial heating systems
• Making settings adjustments as needed using our remote interface to reduce fuel consumption and manage tenant comfort
• Remote quality checks after installations and service calls are performed

Who you are:

• You have 1-2 years of direct customer management experience ideally in a Service Job, Customer Support, Account Management or Sales role
• You have excellent social and communication skills and find it easy to get along with others
• You thrive by building long-term relationships and partnering with a range of customers from individual business owners to C-level executives
• You are a problem solver and can diagnose and help troubleshoot problems quickly and efficiently
• You are adaptable to quickly changing situations
• You are a teacher at heart (or by profession) with the ability to distill technical or complex systems into simpler concepts to empower customers
• You are willing and capable of working very hard and at times longer hours during peak season (winter)
• You are passionate about real estate and/or energy efficiency

Salary range: $60,000 - $80,000 based on experience level 

What you believe: 

• No job is too small.
• Sincerity builds trust.
• Setbacks fuel progress.
• Efficiency is vital.

Benefits:

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company-paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)

This is an excellent opportunity to join a fast-growing company, one of the true leaders within energy efficiency in the Northeast. You will be surrounded by talented people, including working very closely with our co-founder and sales leader. Your success will also make a tangible impact on reducing carbon emissions across the country, within the cities where we operate.