Customer Success Specialist - Remote Call Center Success Manager

About the role

The New York Solar Program is looking for a proactive, organized and results-driven Call Center Manager to lead its fully remote team and strengthen daily operations. Internally the position is a Success Manager role: it helps ambassadors succeed, keeps the homeowner experience smooth and makes sure important tasks are completed. It covers team management, training, quality assurance, customer support, reporting and operational improvement.

Key responsibilities

• Lead and develop the team: manage daily performance, attendance and schedules, run team meetings, give individual coaching and review calls.
• Improve ambassadors' communication, appointment setting, follow-up and homeowner support skills, and set up clear improvement plans for performance challenges.
• Keep operations running: oversee appointments, follow-ups and coordination, keep CRM records and pipeline stages accurate, and handle escalations with leadership and partners.
• Support hiring and training: work with the recruiter on staffing needs, coordinate onboarding and update training materials, scripts, checklists and SOPs.
• Measure results such as appointment quality, confirmation rates and completed assessments, report to leadership and propose workflow improvements.
• Support projects involving CRM workflows, communication tools and other team systems.

Required profile

• At least three years of call center or contact center experience, including two years leading a team.
• Experience managing outbound appointment setting, sales or lead generation teams.
• Strong spoken and written English and confidence communicating with U.S. homeowners.
• Ability to coach employees, manage performance and handle difficult conversations professionally.
• Reliable internet, a professional home workspace and availability during agreed U.S. Eastern Time business hours.
• Preferred: experience with GoHighLevel, solar, home services, energy efficiency programs or managing remote teams.

Required skills

• Confidence using CRM systems, spreadsheets, reports and remote collaboration tools.
• Strong organization and prioritization skills.