[{"data":1,"prerenderedAt":33},["ShallowReactive",2],{"jobData":3},{"absolute_url":4,"data_compliance":5,"education":10,"internal_job_id":11,"location":12,"metadata":9,"id":14,"updated_at":15,"requisition_id":16,"title":17,"company_name":18,"first_published":15,"language":19,"content":20,"departments":21,"offices":27},"https://nexamp.com//careers?gh_jid=8502569002#Open%20Roles",[6],{"type":7,"requires_consent":8,"requires_processing_consent":8,"requires_retention_consent":8,"retention_period":9,"demographic_data_consent_applies":8},"gdpr",false,null,"education_optional",6396176002,{"name":13},"Chicago, IL",8502569002,"2026-04-20T11:47:47-04:00","890","Customer Escalations Lead ","Nexamp","en","<p><span data-contrast="auto">Do you want to be a part of the clean energy movement? Are you passionate about improving our environment for this generation and those to follow? Are you ready to take on new challenges and collaborate with a future-focused team leading the way into new markets? Join Nexamp!</span><span data-ccp-props="{}"> </span></p>\n<p><span data-contrast="auto">This is where you can learn from industry leaders and become one yourself. It's fast-paced, mission-based work that challenges the status quo. Be on the team that's changing the world.</span><span data-ccp-props="{}"> </span></p>\n<p><strong><span data-contrast="none"><span data-ccp-charstyle="Strong">What </span><span data-ccp-charstyle="Strong">we’re</span><span data-ccp-charstyle="Strong"> looking for:</span></span></strong><span data-ccp-props="{}"> </span></p>\n<p><span data-contrast="auto">Nexamp is looking to hire a Customer Escalations Lead to join their Customer Experience team. You will be responsible for</span><span data-ccp-props="{}"><span class="TextRun SCXW67422629 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW67422629 BCX0" data-ccp-parastyle="p1"> </span><span class="NormalTextRun SCXW67422629 BCX0" data-ccp-parastyle="p1">Nexamp’s</span><span class="NormalTextRun SCXW67422629 BCX0" data-ccp-parastyle="p1"> highest-risk customer and regulatory issues, protecting the company from financial, legal, and reputational exposure as we scale rapidly. You will be responsible to manage the </span><span class="NormalTextRun SCXW67422629 BCX0" data-ccp-parastyle="p1">escalations</span><span class="NormalTextRun SCXW67422629 BCX0" data-ccp-parastyle="p1"> function end-to-end—delegating day-to-day work, personally handling the most complex regulatory complaints, credit card disputes, and VIP/B2B issues, and tying together Customer Experience (CX), Account Management, and Collections support for key customers. </span></span></span></p>\n<p><span data-contrast="auto">You will be hybrid out of the Chicago, IL office. You will report to the Manager, Customer Retention & Collections.</span></p>\n<p><strong><span data-contrast="auto">What you’ll do: </span></strong><span data-ccp-props="{}"> </span></p>\n<ul>\n<li>Own the escalations queue by delegating work, setting monthly goals, and monitoring case volume and timelines, while personally owning the most complex, high-risk, or high-visibility issues.</li>\n<li>Direct end-to-end resolution for complex or sensitive escalations—leveraging Salesforce, Zuora, Sigma, and other Nexamp systems along with advanced investigation, negotiation, and de-escalation skills—to deliver timely, compliant outcomes.</li>\n<li>Review and approve financial remedies and high-impact customer communications, including billing adjustments, credit memos, regulatory or VIP responses, and project- or utility-wide customer notifications.</li>\n<li>Serve as the senior point of contact for escalations affecting commercial accounts, partnering with Account Management to identify risks, drive resolution, and support long-term retention and renewals.</li>\n<li>Identify trends in escalations, rework, and customer pain points, and share insights with leadership along with recommended improvements</li>\n<li>Support, train, and mentor the Escalation Representative and other CX team members, modeling best practices in case handling, documentation, and customer communication, and ensuring consistent quality across the queue.</li>\n<li>Be biased towards action and developing customer focused solutions that can be role modeled and expanded to strengthen the entire CX organization.</li>\n</ul>\n<p><strong><span data-contrast="auto">What you’ll bring: </span></strong></p>\n<ul>\n<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><span class="TextRun SCXW65565847 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW65565847 BCX0">At least 3</span><span class="NormalTextRun SCXW65565847 BCX0"> years of professional experience in customer support, collections, </span><span class="NormalTextRun SCXW65565847 BCX0">accounts</span><span class="NormalTextRun SCXW65565847 BCX0"> management, or a similar customer-facing role.</span></span></li>\n<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1"><span class="TextRun SCXW21381502 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW21381502 BCX0">Prior customer support experience in a contact center setting is </span><span class="NormalTextRun SCXW21381502 BCX0">required</span><span class="NormalTextRun SCXW21381502 BCX0">.</span></span><span class="EOP Selected SCXW21381502 BCX0" data-ccp-props="{"134233279":false,"201341983":0,"335559740":276}"> </span></li>\n<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1"><span class="TextRun SCXW108760514 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW108760514 BCX0">Demonstrated experience in a leadership role managing direct reports within a </span><span class="NormalTextRun SCXW108760514 BCX0">customer </span><span class="NormalTextRun SCXW108760514 BCX0">support environment.</span></span><span class="EOP Selected SCXW108760514 BCX0" data-ccp-props="{"134233279":false,"201341983":0,"335559740":276}"> </span></li>\n<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span class="TextRun SCXW39653358 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW39653358 BCX0">Experience supporting or contributing to process improvement initiatives</span><span class="NormalTextRun SCXW39653358 BCX0">.</span></span><span class="EOP Selected SCXW39653358 BCX0" data-ccp-props="{"134233279":false,"201341983":0,"335559740":276}"> </span><span class="EOP Selected SCXW46184564 BCX0" data-ccp-props="{"134233279":false,"201341983":0,"335559740":276}"> </span></li>\n<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span class="TextRun SCXW24780553 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW24780553 BCX0">Experience handling complex or VIP </span><span class="NormalTextRun SCXW24780553 BCX0">customer-support</span><span class="NormalTextRun SCXW24780553 BCX0"> scenarios.</span></span><span class="EOP Selected SCXW24780553 BCX0" data-ccp-props="{"134233279":false,"201341983":0,"335559740":276}"> </span></li>\n<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span class="TextRun SCXW13735487 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW13735487 BCX0">Ability to use standard computer programs, including Microsoft Office Suite and particularly Excel</span></span><span class="EOP Selected SCXW13735487 BCX0" data-ccp-props="{"134233279":false,"201341983":0,"335559740":276}"> </span></li>\n<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span class="TextRun SCXW3569506 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW3569506 BCX0">Proficiency</span><span class="NormalTextRun SCXW3569506 BCX0"> with Salesforce or similar CRM systems</span><span class="NormalTextRun SCXW3569506 BCX0">.</span></span><span class="EOP Selected SCXW3569506 BCX0" data-ccp-props="{"134233279":false,"201341983":0,"335559740":276}"> </span></li>\n<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span class="TextRun SCXW74162132 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW74162132 BCX0">Experience in utilities, renewable energy, or subscription-based billing is preferred. </span></span></li>\n<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span class="TextRun SCXW74162132 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW74162132 BCX0"><span class="TextRun SCXW21192942 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW21192942 BCX0">Familiarity with Zuora or similar billing platforms is preferred.</span></span></span></span></li>\n<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Commitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today.</span></li>\n<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond your organization.  </span><span data-ccp-props="{"335559739":0}"> </span></li>\n<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization. We value accountability and an ownership mentality. </li>\n<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions. </li>\n<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry. </li>\n<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions.  </li>\n</ul>\n<p><strong><em><span data-olk-copy-source="MessageBody">If you don’t meet 100% of the above qualifications, but see yourself contributing, please apply.</span></em></strong></p>\n<p><strong><em>At Nexamp, our mission is to build the future of energy so it is clean, simple, and accessible for all. We are committed to providing a work environment free from discrimination. We are proud to be an equal opportunity employer. We do not discriminate against applicants on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, veteran status, or any other basis protected by law. By encouraging a culture where ideas and decisions come from all people, we believe it will help us grow, innovate, and be a part of environmental and social change.</em></strong></p>\n<p><strong><span data-contrast="none"><span data-ccp-charstyle="Strong">You’ll</span><span data-ccp-charstyle="Strong"> love working here because: </span></span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>\n<p><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">Not only will you get to </span><span data-ccp-parastyle="Normal (Web)">take part in meaningful work and have the chance to change the world </span><span data-ccp-parastyle="Normal (Web)">alongside </span><span data-ccp-parastyle="Normal (Web)">innovative, dedicated, and motivated peers, </span><span data-ccp-parastyle="Normal (Web)">but you</span><span data-ccp-parastyle="Normal (Web)"> will also have access to all the benefits that Nexamp offers! This include</span><span data-ccp-parastyle="Normal (Web)">s </span><span data-ccp-parastyle="Normal (Web)">our competitive compensation package; a 401(k) employer-match; health, dental, </span><span data-ccp-parastyle="Normal (Web)">and</span><span data-ccp-parastyle="Normal (Web)"> vision insurance starting day one; </span><span data-ccp-parastyle="Normal (Web)">flexible paid time off and holiday PTO</span><span data-ccp-parastyle="Normal (Web)">; </span><span data-ccp-parastyle="Normal (Web)">c</span><span data-ccp-parastyle="Normal (Web)">ommuter </span><span data-ccp-parastyle="Normal (Web)">b</span><span data-ccp-parastyle="Normal (Web)">enefits, and </span><span data-ccp-parastyle="Normal (Web)">c</span><span data-ccp-parastyle="Normal (Web)">ell </span><span data-ccp-parastyle="Normal (Web)">p</span><span data-ccp-parastyle="Normal (Web)">hone </span><span data-ccp-parastyle="Normal (Web)">r</span><span data-ccp-parastyle="Normal (Web)">eimbursement. </span></span><span data-contrast="auto"><span data-ccp-parastyle="Normal (Web)">We have headquarters in Boston, MA and Chicago, IL, in addition to growing offices nationwide.</span></span><span data-contrast="none"> <span data-ccp-parastyle="Normal (Web)">We provide healthy snacks, coffee, </span><span data-ccp-parastyle="Normal (Web)">service days and other </span><span data-ccp-parastyle="Normal (Web)">volunteer opportunities, company outings, and more!</span><span data-ccp-parastyle="Normal (Web)"> </span></span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>\n<p><strong><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">Compensation</span></span></strong><span data-ccp-props="{}"> </span></p>\n<p><em><span data-contrast="auto">The reasonably estimated salary for this role at Nexamp ranges from $75,000 - $85,000. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual bonus programs based on individual and company performance, non-annual sales incentive plans, or other non-annual incentive plans). Additionally, you may be eligible to participate in the Company’s stock option plan. Actual base salary may vary based upon, but is not limited to, skills and qualifications, internal equity, performance, and geographic location.</span></em><span data-ccp-props="{}"> </span></p>\n<p><em><span data-contrast="auto">Nexamp's People team manages all aspects of recruitment and hiring within our organization. We want to inform third-party recruiters, staffing firms, and related agencies that Nexamp does not accept unsolicited resumes. Resumes will only be considered from these entities if a signed agreement is in place and the People team explicitly authorizes external recruiting assistance for a specific position. Any unsolicited resumes received will be deemed the property of Nexamp. We want to emphasize that Nexamp is not liable for any fees associated with unsolicited resumes.</span></em><span data-ccp-props="{}"> </span></p>\n<p> </p>",[22],{"id":23,"name":24,"child_ids":25,"parent_id":26},4098878002,"Customer Experience",[],4037449002,[28],{"id":29,"name":30,"location":31,"child_ids":32,"parent_id":9},4021464002,"Chicago, Illinois","Chicago, Illinois, United States",[],1776770940473]