Customer Support & Operations Specialist

Our Mission

Buildings account for over a third of greenhouse gas emissions in the US and globally. The most viable pathway for decarbonizing the built environment is to replace fossil fuel appliances with efficient, electric alternatives (e.g. replacing a gas furnace with a heat pump), and then powering those electric appliances with carbon-free electricity. Billions in incentives are available each year to make upgrades more affordable, yet finding and claiming funds is time-consuming, costly, and risky for potential participants. Furthermore, these programs are expensive to administer for incentive providers. Rock Rabbit delivers an AI-powered API and app to make it fast, easy and reliable for participants to find and claim rebates, tax credits and financing for electrification projects. Rock Rabbit also partners directly with incentive providers to make these programs more equitable and cost-effective to administer. Rock Rabbit integrates the highly fragmented landscape of actors, processes & data to drastically reduce friction across the value chain - ultimately accelerating the rate of building decarbonization.

About The Business

We are building an AI-powered data and workflow SaaS platform to accelerate building decarbonization. Our platform allows for streamlined discovery, application, and ultimately end-to-end management of incentives and financing. With a small team and in only one year, we have built out our core product suite, closed dozens of contracts, been accepted into multiple accelerators, won multiple awards, processed millions of dollars in incentive funds, and attracted top tier venture capital investors. We are now rapidly expanding across the nation.

The Role

• You’ll lead delivery of customer support and operations, transforming it into a force for innovation, creating joy and efficiency at every touchpoint.

• You will work with a high-performing, diverse and mission aligned team: everyone here wants to help solve climate change.

• This is a fully remote position - you can live anywhere in the continental United States.

• You’ll help us achieve scale.
  

Responsibilities

• Respond to customer support requests through email, chat, and phone, ensuring timely and professional communication.

• Diagnose and resolve customer problems by leveraging product knowledge and escalating complex issues to the appropriate teams.

• Track status of customer requests in external systems, clearly communicating issues and escalating to team leads for resolution

• Gather, document, and analyze customer feedback to identify recurring pain points and communicate insights to product and leadership teams.

• Create and maintain self-help resources such as FAQs, tutorials, and user guides to empower customers and reduce incoming support requests.

• Assist new customers in setting up and navigating the product to ensure a smooth onboarding experience.

• Establish and refine operational workflows to optimize efficiency in customer support and back-office functions.

• Act as the voice of the customer in internal meetings to drive product improvements and enhance the customer experience.

About You

• Self-starter with strong growth mindset

• 1 - 4 years in customer support, operations or related function

• Strong understanding of operational processes to support a large client base

• Attention to detail & highly organized

• Excellent problem-solving and analytical skills

• Clear oral and written communication and interpersonal skills

• Project management experience with the capacity to handle multiple priorities

• Ability to work both independently and collaboratively

• Proficiency in working in a ticketing / help desk; direct experience in Intercom a plus

• Expertise in residential building retrofit market preferred

• Adaptability to thrive in an agile environment with shifting work priorities

Compensation

The U.S. base salary range for this position is $75,000-$115,000 plus benefits, equity and variable compensation for Sales-related roles. This range represents Rock Rabbit’s good faith estimate of competitively-priced salary for the role based on national, real-time industry data from companies of a similar growth stage. This range reflects minimum and maximum new hire salaries for the role across US locations. Within the range, individual pay is determined by location and individual factors including relevant skills, experience and education or training. This range correlates to the relative level of the candidate we believe we need for the role and may require an adjustment for candidates of a different level. We can share more about the specific salary range for the location this role is based during the hiring process.

Benefits and Perks

• Competitive compensation + equity grants at a venture-backed climate start-up

• Comprehensive benefits (including medical, dental, vision, 401k)

• Recurring all team events with an emphasis on team-building and culture

• Remote-first work environment

• Unlimited PTO

Equal Opportunity Employment

Rock Rabbit is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other legally protected status. All employment decisions are based on business needs, job requirements, and individual qualifications. We encourage applicants of all backgrounds to apply.

Remote restrictions

• Workday must overlap by at least 5 hours with San Francisco, CA, USA