Customer Support Manager, HVAC Specialist

Core responsibilities:

• Answer inbound phone calls, emails, and texts through our 24/7 support line
• Provide real-time troubleshooting of customer-reported HVAC and heating system issues
• Remotely monitor, analyze, and adjust multifamily and commercial heating/cooling systems to optimize comfort and fuel efficiency
• Perform remote quality checks following installations and service visits
• Document and escalate complex issues to internal teams when needed
• Educate customers on best practices for HVAC operation and energy savings
• Making settings adjustments as needed using our remote interface to reduce fuel consumption and manage tenant comfort
• Remote quality checks after installations and service calls are performed

Your success will make a tangible impact on reducing carbon emissions across the country, within the cities where we operate. Runwise's technology takes the equivalent of 100,000 cars worth of carbon emissions off the road each year.

Required skills and experience:

• 1–3 years of direct HVAC field or technical support experience (residential or commercial)
• Solid understanding of heating controls, boilers, and/or building automation systems
• Excellent social and communication skills and ability to get along with others
• Ability to build long-term relationships and partner with a range of customers from individual business owners to C-level executives
• Problem-solving skills to diagnose and troubleshoot problems quickly and efficiently
• Adaptability to quickly changing situations
• Ability to distill technical or complex systems into simpler concepts to empower customers
• Willingness to work very hard and longer hours during peak season (winter)
• Passion about real estate and/or energy efficiency

Compensation and benefits:

• Salary range: $60,000 - $80,000 based on experience level
• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company-paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)

Runwise is a fast-paced, customer-focused climate-tech startup that controls and runs the key energy systems (heating, water, etc.) in 8,000+ buildings throughout the US. Runwise's unique hardware and software service significantly reduces energy usage, substantially lowering costs and carbon output.