Team Leader

Are you a people-first leader who thrives on coaching, accountability, and driving performance? We’re looking for an experienced Team Lead to join ClearSource and support a US-based Residential Solar program.

In this role, you’ll lead a team of Customer Service Representatives, ensuring they deliver accurate, empathetic, and efficient customer experiences. You’ll coach agents daily, manage performance through clear KPIs, handle escalations, and partner closely with clients and internal leaders to achieve program goals.

If you enjoy developing people, listening to calls to uncover coaching opportunities, and balancing customer satisfaction with operational excellence, we’d love to hear from you.
 

What You’ll Be Responsible For

Team Leadership & Coaching

• Conduct weekly one-on-one meetings with each team member to ensure clear alignment on:

  • Program goals and benefits

  • Individual life goals and career paths

  • Role expectations

  • Mutual expectations between you and the team member

• Coach agents daily on improvement opportunities identified by the client or through call listening sessions

• Perform regular side-by-sides, assess interactions, and document feedback to drive continuous improvement

Quality & Performance Management

• Ensure customer interactions meet ClearSource quality standards:

  • Accuracy – Provide correct information and follow established processes

  • Connection – Make customers feel valued and respected

  • Ease – Drive one-contact resolution while respecting the customer’s time and effort

• Follow the daily check-in KPI accountability process to maintain consistent performance focus

• Identify performance gaps and implement coaching or action plans

Escalations & Program Support

• Handle escalated customer interactions assigned by leadership, the client, or program manager within the same shift

• Supervise the delegation of non-core tasks to team members who have demonstrated proficiency in their core responsibilities

• Conduct the first interview for candidates being considered for the program

Culture & Values

• Actively live and model the ClearSource Core Values:

  • Customer First

  • Personal Accountability

  • Humble Courage

  • Hungry

  • Happy & Healthy
     

What We’re Looking For

• At least 1 year of CSR experience in a US Residential Solar company
• Minimum 6 months of Team Lead experience
• Strong coaching, communication, and people-management skills
• Ability to manage KPIs, quality standards, and performance conversations effectively
• Comfort handling escalations and making sound, timely decisions

Preferred Qualifications

• Salesforce experience
• Sales experience
• Experience working with US-based clients or programs

What We Offer

ClearSource offers a competitive compensation package and meaningful opportunities for growth. We foster an inclusive, high-performance culture where your contributions truly matter. Our benefits include:

• Competitive salary
• Paid Time Off (PTO) – because work-life balance matters
• Outstanding career growth opportunities
• A fun, innovative, and energetic team culture
• Skills and leadership development programs
• Free meals for onsite employees