Note: The job is a remote job and is open to candidates in USA. Sunrun is a residential solar and battery company focused on making energy more reliable and affordable. The Sales Support Manager leads daily operations, team performance, workforce scheduling, sales escalations, and automation initiatives, including ownership of the Megan Bot platform. The role also partners cross-functionally to improve efficiency, compliance, and case resolution.
Responsibilities
- Automation & Process Innovation: Own the Megan Bot platform, driving continuous enhancements and expanding its capabilities across the team. Identify, design, and implement new automation initiatives and team processes to maximize efficiency
- Operations & Case Management: Direct daily queue workflows, SLA adherence, and workforce scheduling. Track case metrics and execute proactive volume reduction plans
- Compliance & System Oversight: Oversee the Call Pilot Verification process, Licensing processes (HIS, Solicitor, and Terros), and manage cross-functional IT issues via BrightPath and Splat
- Team Leadership & Mentorship: Conduct weekly 1:1s with team leads and onshore agents. Drive performance reviews, skill development, and team syncs while maintaining alignment with offshore partner operations
- Cross-Functional Collaboration: Partner effectively across Sales, Underwriting, Install Pipeline, Customer Care, and IT to resolve cross-departmental escalations
Skills
- High School Diploma or equivalent required
- 6+ years of professional experience in sales support, operations, or customer support environments
- Strong background in solar operations, customer support, or sales operations leadership (internal leadership experience preferred)
- Advanced proficiency in Salesforce (SFDC) reporting, Excel, and Google Workspace (G-Suite)
- Hands-on experience managing workflow or bot automation platforms (e.g., Megan Bot)
- Proven structured problem-solving skills with the ability to manage shifting priorities effectively
- Track record of leveraging team metrics to optimize performance and drive operational efficiencies
- Physical Demands: Standard office environment requiring extended computer work and active participation in virtual and in-person meetings
- Travel Requirements: Ability to travel to corporate offices 3–5 times per year
- Bachelor's degree in Business, Operations, or a related field preferred
Benefits
- Employee development and growth opportunities
- Well-being and safety-focused culture
- Top-of-the-line tools and AI-driven support
- Meaningful incentive programs
- Career growth opportunities
Company Overview
Company H1B Sponsorship