Customer Support Manager

• Define and enforce quality standards for customer interactions across all support channels and implement quality assurance processes using Zendesk data
• Develop and execute a scalable customer support strategy that leverages automation, self-service, and knowledge management to reduce ticket volume
• Lead, coach, and manage a team of customer support agents, conducting regular 1:1s, performance reviews, and coaching sessions
• Serve as the primary owner and administrator of Zendesk, optimizing workflows, automations, and reporting to improve response times and agent productivity

This role supports Gradient's mission to combat climate change by revolutionizing home comfort with sustainable technology, helping ensure customers have positive experiences with their high-efficiency, low-carbon heat pumps that contribute to decarbonizing buildings.

• 4+ years of experience in customer support or customer operations
• 2+ years of experience managing customer support agents or similar individual contributors
• Deep, hands-on experience administering and optimizing Zendesk in a production environment
• Proven experience building scalable workflows, automations, and reporting within Zendesk

• Equity
• Medical/vision/dental/life/disability insurance
• 401k
• Paid parental leave
• Professional Development Stipend
• Commuter benefits
• Flexible PTO
• Estimated base salary: $110,000 – $130,000 USD per year + equity

Gradient's purpose is to revolutionize home comfort while championing environmental sustainability by combating climate change through high-efficiency, low-carbon heat pumps that decarbonize buildings.