Job Description The Behind the Meter (BtM) team is a newly formed group focused on delivering innovative, tech-powered renewable energy solutions like solar, home batteries, EV chargers, and pool controllers. Their goal is to help people electrify their homes and optimize energy use, while ensuring a seamless customer experience. Your Key Accountabilities Lead and develop a team of customer service representatives handling BtM-related inquiries across various channels. Design and implement efficient customer service processes to ensure consistent, high-quality customer experience. Manage the performance and development of a Managed Service Provider (MSP). Monitor performance metrics and implement strategies to drive team success. Collaborate with cross-functional teams to streamline issue resolution and minimize customer effort. Use customer feedback and data analysis to identify process improvements and training opportunities. Oversee workforce planning and resource management to meet service level targets. Champion a customer-first culture while ensuring compliance with regulatory standards.