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Client Support Manager - job 1 of 2

About GoodLeap:

GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018.

 

GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.


The Client Support Manager works with our partners to ensure we’re delivering the best customer experience possible.  The CSM will leverage “Big Data” to identify areas of improvement with their Partners and collectively work together on improving the customer experience. Additional duties such as partner audits and pipeline management help to ensure customer expectations and GoodLeap standards are being met.  We strive to be a reliable and trustworthy ally that always delivers for both our customers and partners.  Focusing on improving the customer experience and being a dependable teammate helps us live out our mantra of “finance made friendly”.


Essential Job Duties and Responsibilities
  • Provide our customers with world-class customer service. Help resolve questions or concerns.
  • Strategically partner with installers on ways to improve the customer experience. Be a supportive and collaborative partner our installers can rely on.  
  • Effectively manage a pipeline of projects to completion
  • Conduct collaborative investigations into possible fraudulent or suspicious activities  
  • Analyze data and spot trends
  • Conduct monthly partner due diligence checks


Required Skills, Knowledge and Abilities
  • Strong ability to multi-task
  • Ability to work independently
  • Effectively interact with high profile partners
  • Excellent written and verbal communication skills
  • Knowledge in solar, mortgage and finance
  • Ability to manage projects from start to finish
  • Diligent record keeping
  • Superior customer service skills
  • Proficient with Excel and analyzing data


Compensation: $24.04


Additional Information Regarding Job Duties and Job Descriptions:


Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.


If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you!  Apply today!

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What You Should Know About Client Support Manager, GoodLeap

Are you ready to elevate customer support to new heights? Join GoodLeap as a Client Support Manager and become a vital part of a company that's transforming sustainable solutions for homeowners across the globe. At GoodLeap, we deliver cutting-edge financing and software products designed to make solar energy and energy-efficient solutions more accessible and affordable. Imagine being at the forefront of this innovative technology while ensuring our partners receive world-class support! As a Client Support Manager, you will collaborate closely with installers, leveraging data to identify opportunities for enhancing the customer experience. Your knack for analyzing trends will be instrumental in helping us deliver on our promise of 'finance made friendly.' On a day-to-day basis, you'll manage a range of projects, conduct partner audits, and assist in investigations to safeguard customer trust. Strong communication skills are a must, as you'll need to interact effectively with high-profile partners. If you're passionate about sustainability and are eager to contribute to life-changing initiatives, like our nonprofit GivePower, which has impacted over 1.6 million lives, we want to hear from you! Bring your project management skills, customer service excellence, and ability to multitask to our Roseville, CA HQ, and enjoy working in a team that truly values collaboration and growth. Apply today and help us make a difference!

Frequently Asked Questions (FAQs) for Client Support Manager Role at GoodLeap
What are the primary responsibilities of a Client Support Manager at GoodLeap?

As a Client Support Manager at GoodLeap, your primary responsibilities include providing exceptional customer service, collaborating strategically with installers to enhance the customer experience, managing a pipeline of projects to completion, and conducting due diligence checks on partners. You will analyze data trends to identify areas for improvement, helping to ensure that both customer expectations and GoodLeap's high standards are met.

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What skills are essential for the Client Support Manager position at GoodLeap?

Essential skills for the Client Support Manager position at GoodLeap include strong multitasking abilities, excellent written and verbal communication, project management expertise, and a solid understanding of the solar, mortgage, and finance sectors. Proven proficiency with Excel and data analysis is crucial, as well as superior customer service skills to interact effectively with partners.

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How does a Client Support Manager contribute to customer experience improvements at GoodLeap?

A Client Support Manager at GoodLeap contributes to customer experience improvements by leveraging data analysis to spot trends, which helps inform strategies for enhancing service delivery. By collaborating with partners and conducting investigative checks, the CSM ensures both GoodLeap’s standards and customer satisfaction are consistently met, helping to build lasting relationships.

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What kind of projects does a Client Support Manager manage at GoodLeap?

The Client Support Manager at GoodLeap manages various projects, including overseeing partner audits, developing strategies to enhance customer experiences, and ensuring compliance with internal standards. Each project aims to streamline operations and improve communication, all while maintaining a sharp focus on customer satisfaction and partnership reliability.

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What opportunities for professional growth does GoodLeap provide for Client Support Managers?

GoodLeap encourages professional growth for Client Support Managers through a collaborative work culture that emphasizes learning and development. This includes opportunities to work on impactful projects, engage with high-profile partners, and participate in training sessions that enhance skills in customer management, data analysis, and industry knowledge.

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Common Interview Questions for Client Support Manager
Can you describe your experience with customer service management?

In your response, highlight specific examples of customer service roles you've held, focusing on how you've managed to resolve conflicts, improve customer satisfaction, and maintain service standards. It’s important to demonstrate your ability to handle a variety of customer inquiries and issues effectively.

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How do you prioritize tasks when managing multiple projects as a Client Support Manager?

Share your approach to time management, especially techniques that help you prioritize tasks effectively. Discuss tools you use, like project management software or methodologies such as the Eisenhower Matrix, to ensure that all responsibilities are met timely.

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How do you handle a difficult customer or partner?

Provide an example of a challenging situation and how you resolved it. Focus on your communication techniques and your commitment to finding solutions that satisfy both the customer and the company, emphasizing your conflict-resolution skills.

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What strategies would you implement to improve customer experiences?

Talk about leveraging data analysis to identify trends and areas of improvement. Include ideas about training for team members, enhancing communication channels, or soliciting partner feedback to create a cycle of continuous improvement in customer service.

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Describe a time when you identified a problem and found a creative solution.

Offer a specific example where your analytical skills led to identifying a problem, followed by innovative thinking that produced an effective solution. Articulate the impact of your solution on customer experience or partner satisfaction.

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How proficient are you with data analysis tools, and how have you used them in previous roles?

Discuss your proficiency with tools such as Excel for data analysis. Provide examples of how analyzing data helped you make informed decisions in previous roles, whether streamlining processes or enhancing customer service.

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In your opinion, what does 'finance made friendly' mean?

Reflect on how customer service can transform the often daunting aspects of finance into approachable, user-friendly experiences. Relate this back to GoodLeap’s mission and how you can contribute to making finance accessible and enjoyable for customers.

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How do you maintain effective communication with high-profile partners?

Illustrate your communication approach, emphasizing clarity, regular updates, and responsiveness. Offer examples of how building rapport with high-profile clients has enhanced previous projects you've been involved with.

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What motivates you to work in customer support for sustainable solutions?

Express your passion for sustainable practices and how they align with personal values. Discuss the importance of being part of a team that strives to offer solutions that positively impact the environment and communities.

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Why do you want to work at GoodLeap specifically?

Communicate your enthusiasm for GoodLeap’s mission and accomplishments, particularly in terms of sustainability and customer satisfaction. Highlight any specific projects or initiatives that resonate with you and how you see yourself contributing to those efforts.

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GoodLeap has an ambitious mission: to connect a world in which everyone can live sustainably. GoodLeap provides frictionless, point-of-sale technology for countless mission-driven professionals and millions of people who seek to live a more susta...

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BENEFITS & PERKS
Dental Insurance
Disability Insurance
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Vision Insurance
Performance Bonus
Family Medical Leave
Paid Holidays
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
March 7, 2025

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