Qcells North America · 13 hours ago
Director, Customer Service
San Francisco, CA
Full-time
Onsite
Director/Executive
$195K/yr - $235K/yr
8+ years expQcells North America is a leading manufacturer and provider of solar photovoltaic products and solutions. As the Director of Customer Service, you will lead customer support operations for residential solar and energy storage products, focusing on improving customer experience and operational excellence while collaborating with various internal teams.
Renewables & Environment
Responsibilities
Lead and manage customer support teams, including call center, Tier 1, and Tier 2 support staff, administrators, and support specialists
Establish workflows, escalation paths, SLAs, and performance metrics to ensure timely and effective issue resolution
Own customer satisfaction outcomes and drive continuous improvement across support operations
Oversee inbound customer interactions (calls, tickets, emails) and ensure accurate documentation in ticketing systems
Identify, recommend, and implement process improvements to enhance efficiency, quality, and customer experience
Analyze customer call and ticket trends to proactively address recurring issues and reduce repeat incidents
Partner with internal teams to improve documentation, training, and knowledge-sharing practices
Act as the primary escalation point for customer relationship and operational issues
Partner with Engineering, Product, Technology, and Field Service teams to escalate complex Tier 3 and Tier 4 issues appropriately
Collaborate with Sales, Marketing, Legal, and external service vendors to resolve customer and business-impacting concerns
Provide clear communication to leadership regarding risks, trends, and customer-impacting issues
Oversee support for Q CELLS inverters, battery storage, smart modules, and residential solar products at the Tier 1 and Tier 2 level
Ensure teams are trained to perform initial troubleshooting, issue triage, and proper escalation
Support online and remote troubleshooting efforts in collaboration with service vendors and internal experts
Qualification
Required
Associate Degree, Technical Degree, or equivalent professional experience
Bachelor's degree preferred but not required (engineering or business background strongly valued)
8–12+ years of experience in customer support, technical support operations, call center leadership, or service delivery roles
Experience leading Tier 1 and Tier 2 support teams in a technology, energy, hardware, or industrial environment
Demonstrated success improving customer satisfaction, support efficiency, and operational processes
Strong leadership presence with the ability to manage teams, influence stakeholders, and drive accountability
Excellent communication skills with customers, executives, and cross-functional partners
Strong business judgment and customer-first mindset
Travel may be required up to 20%, depending on business needs
Authorized to work in the U.S
Preferred
Experience in renewable energy, solar, energy storage, or hardware-enabled software environments
Call center operations leadership experience
Experience working with ticketing systems, CRM platforms, and support analytics tools
Experience partnering with engineering teams on escalations without owning deep technical resolution
Experience managing third-party or outsourced service providers
Company
Qcells North America
Qcells is a renowned complete energy solutions provider in solar cell and module, energy storage, downstream project business and energy retail.
501-1000 employees
H1B Sponsorship
Qcells North America has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (10)
2024 (14)
2023 (8)
2022 (15)
2021 (4)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Danielle Merfeld
EVP and Global Chief Technology Officer
Taerim Kim
HR Generalist (Global CTO Org)
Company data provided by crunchbase