Director, Client Technical Solutions

Description

The Position

Uplight is creating a new category of energy. We make software that manages energy resources in homes and businesses—including things like smart thermostats, electric vehicles, solar panels, storage batteries, heat pumps, and even people’s behavior—to generate, shift, or save energy to balance the grid, making it more efficient and reliable. This creates clean energy capacity that can be used by the power grid instead of burning more fossil fuels. Our solutions accelerate the transition to clean energy and save money for energy customers.

We are looking for an experienced, driven Director, Client Technical Solutions to lead our Technical Support and Customer Support teams. This role is critical to ensuring our clients and their end customers receive timely, effective support.

How you will make an impact:

Lead Uplight’s Global Technical Support, Data Operations & Customer Support teams

• Define and lead the strategic direction and operational excellence for Uplight’s Technical Support, Data Operations & Customer Support teams in North America and India, ensuring timely, high-quality resolution of customer issues and adherence to strategic service level agreements (SLAs).
• Lead the team to develop, implement, and maintain effective support strategies, workflows, escalation procedures, and documentation to drive efficiency, scalability, and service excellence across the organization.
• Define and own key performance indicators (KPIs) and service level agreements (SLAs) for all client technical support functions, ensuring continuous improvement and meeting strategic business objectives; monitor and analyze key performance metrics (KPIs), support data, and trends to evaluate team and individual performance, identify recurring issues, and drive continuous improvement.
• Act as an escalation point for critical client technical issues, driving swift resolution and implementing systemic improvements to prevent recurrence, including participating in after-hours or on-call rotation as needed.
• Drive knowledge management practices and the strategic evolution of internal and external knowledge bases and support resources.
• Recruit, mentor, and develop a high-performing leadership team and foster a culture of continuous improvement, accountability, and customer obsession across the Client Technical Solutions organization.
• Collaborate and communicate effectively with, and influence, cross-functional teams (e.g., Product, Engineering, QA, Account Management, Sales) and 3rd party Customer Care support vendors to proactively resolve issues, influence product roadmaps, document known problems, and implement long-term, systemic solutions.
• Establish, monitor, and maintain service level agreements (SLAs) and ensure performance meets or exceeds targets.
• Identify and implement continuous improvements in customer service and technical support processes to enhance the customer experience and operational efficiency, including leading significant organizational or process changes.
• Handle customer escalations with professionalism and urgency.
• Participate in after-hours or on-call rotation, as needed.

Manage Key Support Systems

• Own the strategic direction, implementation, and optimization of core support systems and technologies (e.g., CRM, ticketing systems, knowledge bases), partnering with cross-functional teams to ensure these systems align with tech support and customer care goals and broader business objectives.
• Develop and maintain robust system and process documentation; identify opportunities for automation and improvement to enhance efficiency and scalability.
• Manage relationships with external vendors and partners, including strategic staffing, scheduling, and contract performance for call centers or outsourced services, driving strategic alignment and performance.
• Ensure compliance with financial controls, security standards, and company policies, overseeing budget management related to these systems and support operations.

What you bring to Uplight:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 8-10+ years of progressive leadership experience in technical support, customer success, or client services, with at least 3-5 years in a Director-level or equivalent strategic leadership role.
• Proven experience leading and mentoring other managers or team leads, and building/scaling high-performing teams in a rapidly growing SaaS, energy, or eCommerce environment.
• Extensive experience in developing and implementing long-term strategic plans for technical support or customer success organizations, translating business objectives into actionable support strategies.
• Demonstrated ability to translate complex technical challenges into strategic business solutions.
• Exceptional communication and presentation skills, with the ability to articulate complex concepts and strategies to executive leadership, clients, and internal teams.
• Proven ability to develop, document, and optimize complex support workflows and knowledge bases.
• Strong understanding of the customer support lifecycle and best practices for delivering exceptional service.
• Experience with customer support tools (e.g., Zendesk, Salesforce, Jira, Intercom) and CRM systems.
• Strong analytical, problem-solving, and critical-thinking skills; able to identify root causes and drive solutions.
• A collaborative, positive leadership style that motivates teams and builds trust.
• Commitment to Uplight’s mission and values; proactive and adaptable in a fast-changing environment.

Don’t meet every single requirement? Studies have shown that women, marginalized genders and people of color are less likely to apply to jobs unless they meet every single qualification. At Uplight we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Why Join Uplight in Leading the Fight Against Climate Change?

At Uplight, we're not just offering a job – we're offering a chance to be part of the solution to one of the world's biggest challenges. As a certified B Corporation, we're deeply committed to both social and environmental responsibility. Here's why you should join our team of passionate Uplighters:

• Make a Meaningful Impact: Your work directly impacts our mission of decarbonization and building a more sustainable future.
• Grow Your Career: We offer ample advancement opportunities, robust learning and development programs, and a supportive team environment that fosters collaboration and innovation.
• Thrive:  We offer comprehensive benefits, including flexible time off, generous parental leave, a wellness stipend, and work flexibility to help you thrive both personally and professionally.
• Belong to an Inclusive Community: We celebrate diversity and foster an inclusive workplace where everyone feels respected, empowered, and heard. Our Employee Resource Groups offer opportunities to connect with colleagues who share your interests and backgrounds.
• Be Part of a Growing Movement: Join a team of dedicated individuals who are passionate about creating a more sustainable future. We offer a collaborative environment where your ideas are valued and your contributions recognized. Together, we can build a brighter tomorrow.

To learn more about our comprehensive benefits package and other perks, visit uplight.com/careers

Salary Range: $144,000 to 180,000 USD + bonus

Application Deadline: August 8, 2025

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.

Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

SDG Impact