Qcells North America is hiring: Director, Customer Service in Santa Clara

Director, Customer Service at Hanwha Q CELLS America

Base pay range: $195,000.00/yr - $235,000.00/yr

Description

As Director, Customer Service you will lead and scale customer support operations for residential solar and energy storage products, focusing on Tier 0 to Tier 2 support, call center operations, customer satisfaction, and cross‑functional escalation management. You will partner closely with Engineering, Product, Field Service, Sales, and external service vendors to ensure customer issues are resolved efficiently and escalated appropriately. The position reports to the Head of Customer Support and Engineering (or designee) and is based in the Santa Clara Bay Area.

Responsibilities

• Lead and manage customer support teams, including call center, Tier 1, and Tier 2 staff, administrators, and support specialists.
• Establish workflows, escalation paths, SLAs, and performance metrics to ensure timely and effective issue resolution.
• Own customer satisfaction outcomes and drive continuous improvement across support operations.
• Oversee inbound customer interactions (calls, tickets, emails) and ensure accurate documentation in ticketing systems.
• Identify, recommend, and implement process improvements to enhance efficiency, quality, and customer experience.
• Analyze customer call and ticket trends to proactively address recurring issues and reduce repeat incidents.
• Partner with internal teams to improve documentation, training, and knowledge‑sharing practices.
• Act as the primary escalation point for customer relationship and operational issues.
• Partner with Engineering, Product, Technology, and Field Service teams to appropriately handle complex Tier 3 and Tier 4 issues.
• Collaborate with Sales, Marketing, Legal, and external service vendors to resolve customer and business‑impacting concerns.
• Provide clear communication to leadership regarding risks, trends, and customer‑impacting issues.
• Oversee support for Q CELLS inverters, battery storage, smart modules, and residential solar products at the Tier 1 and Tier 2 level.
• Ensure teams are trained to perform initial troubleshooting, issue triage, and proper escalation.
• Support online and remote troubleshooting efforts in collaboration with service vendors and internal experts.

Required Qualifications

• Associate Degree, Technical Degree, or equivalent professional experience.
• Bachelor’s degree preferred but not required.
• 8–12+ years of experience in customer support, technical support operations, call center leadership, or service delivery roles.
• Experience leading Tier 1 and Tier 2 support teams in a technology, energy, hardware, or industrial environment.
• Demonstrated success improving customer satisfaction, support efficiency, and operational processes.
• Strong leadership presence with the ability to manage teams, influence stakeholders, and drive accountability.
• Excellent communication skills with customers, executives, and cross‑functional partners.
• Strong business judgment and customer‑first mindset.
• Travel may be required up to 20% as needed.
• Authorized to work in the U.S.

Preferred Qualifications

• Experience in renewable energy, solar, energy storage, or hardware‑enabled software environments.
• Call center operations leadership experience.
• Experience working with ticketing systems, CRM platforms, and support analytics tools.
• Experience partnering with engineering teams on escalations without owning deep technical resolution.
• Experience managing third‑party or outsourced service providers.

Salary Transparency

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

This target salary range is for CA positions only and should not be interpreted as an offer of compensation.