Customer Delight Manager

About SolarSquare Energy At SolarSquare , we’re building the Home-Energy brand of future India . We help Indian homes transition to clean, affordable solar energy , moving away from coal-based electricity. As a full-stack D2C residential solar brand , we design, install, finance, and maintain solar systems for homeowners across India. In just 3 years, we’ve become the leading residential solar brand in India—driven by: Uncompromising product quality Best-in-class customer service Seamless, tech-driven solar adoption Know us better : TechCrunch Article Elevation Capital Podcast Startup Success – ₹200 Cr Revenue The Climate Conversations Podcast Role - Customer Delight Manager Department - Operations Reporting To - State Operations Head (SOH) Employment Type - Full-time Role Overview As a Customer Delight Manager , you will be the face of SolarSquare for our customers post-sale —ensuring every customer journey is smooth, timely, and delightful. Your mission is to transform installations into memorable experiences , driving top-tier service and post-installation satisfaction. You will manage on-ground customer communication , handle escalations, coordinate internally for issue resolution, and ensure every solar project ends with a delighted customer. If you're obsessed with customer satisfaction, love solving operational challenges, and want to make a real impact in India's clean energy journey—this role is for you. Key Responsibilities Customer Communication & Engagement Serve as the primary point of contact for customers during project execution Provide regular updates on progress, timelines, and post-installation support Handle complaints, queries, or concerns with empathy and urgency with customer satisfaction, love solving operational challenges, and want to make a real impact in India's clean energy journey—this role is for you. Key Responsibilities Customer Communication & Engagement Serve as the primary point of contact for customers during project execution Provide regular updates on progress, timelines, and post-installation support Handle complaints, queries, or concerns with empathy and urgency Escalation & Issue Resolution Identify pain points during design, installation, or documentation Proactively resolve customer escalations in coordination with internal teams (Ops, Design, Legal, Service) Ensure TAT and NPS targets are met or exceeded Quality Monitoring Conduct post-installation quality checks (remotely or in-person where needed) Ensure checklists, system readiness, and final handovers meet SolarSquare standards Documentation & Handover Oversee proper documentation of project status, net metering, and compliance closure Coordinate final handovers and feedback collection Feedback & Improvement Capture customer feedback and escalate insights to improve processes Support initiatives to improve NPS, reduce cancellations, and drive referrals Key Requirements Education: Graduate (any discipline). Background in engineering, customer service, or operations is a plus. Experience: 1–5 years in customer success, project coordination, operations, or service roles. Skills: Excellent verbal and written communication (Local language + Hindi/English) Customer-first approach and empathy under pressure Strong coordination and multitasking ability Familiarity with CRMs and Google Sheets Other Requirements: Smartphone with internet Willingness to travel locally and work weekends Preferred Female Candidate What We Offer Attractive salary + performance-based incentives Fast-track growth in the booming clean tech sector Structured onboarding & training Opportunity to make real impact in India's clean energy movement