Customer Experience Associate

Overview

Acts as liaison ensuring smooth EV/home battery installations for customers and installers.

Key Responsibilities

• process optimization
• issue escalation
• customer liaison
• feedback analysis
• project monitoring
• trade partner support

Tasks

-Support the refinement of internal processes, documentation, and communications to make our field experience more scalable and efficient. -Escalate technical or operational issues appropriately, advocating for both the customer experience and field success. -Serve as a key point of contact for customers and installers during active installations, providing clear communication, updates, and support from pre-installation through project completion. -Identify patterns in feedback from customers and installers, and contribute to continuous improvement initiatives across the installation process. -Monitor project progress and ensure all required steps (e.g., permitting, inspections, hardware delivery) stay on track. -Partner with trade partners to ensure they are informed, supported, and empowered to represent Treehouse’s standards in the field. -Respond to customer and installer questions and issues with urgency, empathy, and clarity, coordinating with internal teams to resolve roadblocks quickly.

Requirements

• crm
• bachelor's
• 2+ years
• customer success
• project management
• analytical

What You Bring

-Exceptional verbal and written communication skills with an emphasis on interpersonal communication and collaboration. -Experience working with customer relationship management (CRM) tools and related software/platforms. -Comfort with independence, a bias for action, learning quickly, context-switching, and frequent iteration; ability to make decisions in the absence of perfect information. -The ability to thrive in a fast-past, early-stage company environment. -Prior customer-facing experience in the home renovation or electrification industry and/or a passion for electrification and/or energy sustainability. -A Bachelor’s degree; in lieu of degree, four years relevant work experience. -Strong analytical and problem-solving skills, with the ability to use data to make decisions. -Two or more years of experience in customer success or customer experience management in a relevant industry such as SaaS, service, tech, and/or solar. -Experience with project and/or program management. -The ability to work cross-functionally, bringing together multiple teams to drive towards a common goal.

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Benefits

-Dental insurance -Vision insurance -Unlimited paid time off -Medical insurance

About Treehouse

-Founded with a mission to revolutionize the built environment with cutting-edge consultancy services. -Specializes in delivering innovative, high-quality solutions for complex infrastructure and transport projects. -Has a proven track record of delivering high-value projects across multiple sectors, from planning through to execution. -Combines strategic insights with technical expertise to help clients navigate challenges and achieve successful outcomes. -Known for its collaborative approach, bringing together multidisciplinary teams to drive project success. -Works with a range of clients including government agencies, private developers, and multinational corporations. -Dedicated to creating sustainable, efficient, and impactful outcomes in every project it undertakes.

Sector Specialisms