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Sr. Call Center Manager

Houston, Texas, United States · On-site

Senior$508M raised

Sr. Call Center Manager Spruce Power THE ROLE: Sr. Call Center Manager Spruce Power, a leading provider of solar energy to over 53,000 customers, is the nation’s #1 independent residential solar servicing company, and of…

Skills: Call Center Management, Escalation Management, Strategic Leadership, Performance Analytics, Regulatory Compliance

Spruce Power logoSpruce Power

Secondary Electrical Qualifier

Riverside Township, New Jersey, United States · On-site

Senior$508M raised

THE ROLE: Secondary Electrical Qualifier (Independent Contractor) Spruce Power is one of the nation's leading owner-operators of distributed residential solar energy assets, serving more than 100,000 customers across the…

Skills: Electrical Licensing, Regulatory Compliance, National Electrical Code (NEC), Electrical Permitting, Technical Documentation Review

Spruce Power logoSpruce Power

Bilingual Debt Collector (Spanish)

Houston, Texas, United States · On-site

$20/hr–$22/hr

Mid level$508M raised

Bilingual Debt Collector Spruce Power THE ROLE: Debt Collector Spruce Power, a leading provider of solar energy to over 53,000 customers, is the nation’s #1 independent residential solar servicing company, and offers cus…

Skills: Debt Collection, Spanish Bilingualism, FDCPA Regulations, Skip Tracing, Account Resolution

Spruce Power logoSpruce Power

Litigation Counsel

Houston, Texas, United States · Hybrid

Mid level$508M raised

Litigation Counsel Spruce Power THE POSITION: Litigation Counsel Spruce Power is seeking a Litigation Counsel to join its Legal Department to manage the company’s litigation and arbitration docket from prelitigation thro…

Skills: Litigation Management, Arbitration, Legal Drafting, Courtroom Advocacy, Legal Research

Spruce Power logoSpruce Power

Debt Collector

Houston, Texas, United States · On-site

$19/hr–$22/hr

Mid level$508M raised

Debt Collector Spruce Power THE ROLE: Debt Collector Spruce Power, a leading provider of solar energy to over 53,000 customers, is the nation’s #1 independent residential solar servicing company, and offers customers a c…

Skills: Debt Collection, Account Resolution, FDCPA Regulations, Skip Tracing, Customer Service

Spruce Power logoSpruce Power

Solar Maintenance Technician

Temecula, California, United States · On-site

Mid level$508M raised

THE ROLE: Solar Maintenance Technician Spruce Power, a leading provider of solar energy to over 53,000 customers, is the nation’s #1 independent residential solar servicing company, and offers customers a comprehensive, …

Skills: Solar PV Maintenance, Electrical Troubleshooting, Preventive Maintenance, Technical Drawing Interpretation, Electrical Safety Standards

Spruce Power logoSpruce Power

Sr. Financial Planning & Analysis Analyst

Houston, Texas, United States · On-site

Mid level

THE ROLE: Sr. Financial Planning & Analysis Analyst Spruce Power, a leading provider of solar energy to over 53,000 customers, is the nation’s #1 independent residential solar servicing company, and offers customers a co…

Skills: Financial Planning, Forecasting, Variance Analysis, KPI Tracking, Financial Modeling

Spruce Power logo

Sr. Call Center Manager

Spruce Power

Houston, Texas, United States • On-site

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Senior

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  • Full-time
  • high school, bachelor degree
  • Posted 12d ago
  • Apply by Oct 14
  • ~40 hrs/week

Responsibilities

Oversee all call center operations, unifying the Homeowner Support and Special Escalation teams under a cohesive operational strategy. Manage high-stakes customer escalations and serve as the primary liaison with the Legal department for regulatory and pre-litigation matters.

Requirements

Requires 5-7 years of call center operations experience, including at least 3 years in senior leadership and proven experience handling legal or regulatory complaints. A bachelor's degree in business or communications is preferred, along with proficiency in CRM platforms like ServiceNow.

Full job description

Sr. Call Center Manager
Spruce Power
 
THE ROLE: Sr. Call Center Manager
Spruce Power, a leading provider of solar energy to over 53,000 customers, is the nation’s #1 independent residential solar servicing company, and offers customers a comprehensive, end-to-end servicing solution including financial asset management, account services, billing, fleet management, and customer support to third-party asset owners and retail customers.
Spruce is headquartered in Denver, CO, with a presence in Houston, TX and the Bay Area, CA.  This role is envisioned to be located in Houston, Tx.
Spruce is seeking a Sr. Call Center Manager is a senior leadership role responsible for overseeing all operations of Spruce Power's Call Center, including the Homeowner Support Team (HOST) and the Special Escalation Team (SET). This role is critical to unifying both departments under a cohesive operational strategy, fostering cross-team synergy, and ensuring an exceptional, consistent customer experience. The Sr. Call Center Manager reports directly to the Director of Customer Experience and partners closely with Legal, Finance, and Operations to resolve complex, high-stakes customer matters.

Key Responsibilities Include:
Cross Departmental Leadership & Synergy
  • Provide unified oversight and strategic direction for the Homeowner Support Team (HOST) and the Special Escalation Team (SET), ensuring aligned goals, shared resources, and consistent service standards
  • Create and sustain strong operational synergy between HOST and SET through joint workflows, shared KPIs, cross-training, and open communication channels
  • Identify opportunities to reduce interdepartmental silos and implement structured collaboration frameworks to improve case handoffs, escalation routing, and resolution speed
  • Champion a unified call center culture centered on accountability, continuous improvement, and exceptional service for homeowners
  • Partner with the Live Ops, Operations Process, and System Monitoring teams to coordinate staffing, scheduling, and capacity planning across both departments

Team Management & Development
  • Directly supervise the HOST Supervisor and SET Supervisor, providing coaching, mentoring, and performance leadership
  • Conduct regular one-on-ones and performance reviews with direct reports; cascade performance management practices across both teams
  • Lead recruitment, onboarding, and development for supervisors and senior agents across the call center
  • Build and implement mentorship programs and career-pathing frameworks to retain and develop top talent
  • Foster a high-performance, customer-centric culture that motivates team members to exceed expectations.

Escalation Management & Legal Coordination
  • Serve as the senior escalation point for complex homeowner cases that cannot be resolved at the supervisor level
  • Oversee routing and resolution of Attorney General (AG) complaints, regulatory filings, and other legally sensitive matters, ensuring strict adherence to deadlines and regulatory requirements
  • Act as the primary liaison between the Call Center and the Legal Department for matters involving pre-litigation, pending lawsuits, communications with opposing counsel, and AG- or attorney-initiated escalations
  • Partner with Legal to investigate high-stakes cases, present findings, and develop de-escalation strategies to minimize legal exposure
  • Ensure proper documentation of all legal and regulatory escalations; maintain audit-ready records in accordance with Legal and Compliance standards

Performance, Reporting & Analytics
  • Define, monitor, and report on call center KPIs for HOST and SET, including call volume, service levels, first-contact resolution, customer satisfaction, and schedule adherence
  • Analyze performance data from both departments to identify trends, root causes, and improvement opportunities
  • Prepare and present regular performance reports to senior leadership
  • Oversee the monthly finance and operations reports submitted by SET and collaborate with Fin Ops as needed
  • Implement quality assurance programs across both teams, including call listening, interaction reviews, and compliance audits.

Process Improvement & Strategic Initiatives
  • Lead the design and documentation of new call center processes, policies, and standard operating procedures applicable across both HOST and SET
  • Identify and drive initiatives to reduce escalation rates, improve first-contact resolution, and enhance the overall homeowner experience
  • Collaborate with the Operations Process team to ensure that new capabilities, tools, and products are efficiently integrated into call center workflows
  • Partner with Vendor Management and external service providers to continuously improve outcomes and operational efficiency.
QUALIFICATIONS
  • Minimum of 5–7 years of experience in call center or customer service operations, including at least 3 years in a managerial or senior leadership role
  • Demonstrated experience managing multiple teams or departments concurrently within a call center environment
  • Proven experience working directly with Legal, Compliance, or Regulatory teams on escalated matters involving attorneys, AG offices, or pre-litigation cases — required
  • Experience managing regulatory complaints, including AG filings, within a consumer-facing industry
  • Background in the energy, utilities, or financial services industry is preferred
  • Strong proficiency with CRM and ticketing platforms; experience with ServiceNow preferred
  • Track record of building cross-functional synergy and leading organizational change
  • Demonstrated ability to manage complex escalations and navigate legally sensitive situations with composure and sound judgment
PROFESSIONAL ATTRIBUTES
  • Exceptional leadership presence, with the ability to unite teams, build trust, and drive cultural alignment across departments
  • Skilled at building bridges between teams — setting shared goals, reducing friction, and fostering a collaborative, unified call center environment
  • Legally astute — comfortable interfacing with attorneys, AG representatives, and Legal Department stakeholders, demonstrating professionalism and strategic awareness
  • Data-driven decision-maker with strong analytical skills and the ability to translate metrics into actionable strategies
  • Highly organized, able to manage competing priorities across multiple departments in a fast-paced environment
  • Clear and effective communicator — written and verbal — with the ability to present findings and recommendations to executive leadership
  • Solutions-oriented and proactive, with a strong sense of urgency and accountability
EDUCATION
Bachelor’s degree in business administration, Communications, or a related field preferred. High School diploma or GED required.
BENEFITS
Spruce Power offers competitive benefits and a collaborative, purpose-driven, high-energy culture.
EQUAL OPPORTUNITY EMPLOYER
We value a diverse work environment. Spruce Power is an equal opportunity employer and hires without consideration to race, religion, national origin, age, gender, sexual orientation, marital status, veteran status or disability.
Sr. Call Center Manager
Spruce Power
THE ROLE: Sr. Call Center Manager
Spruce Power, a leading provider of solar energy to over 53,000 customers, is the nation’s #1 independent residential solar servicing company, and offers customers a comprehensive, end-to-end servicing solution including financial asset management, account services, billing, fleet management, and customer support to third-party asset owners and retail customers.
Spruce is headquartered in Denver, CO, with a presence in Houston, TX and the Bay Area, CA.  This role is envisioned to be located in Houston, Tx.
Spruce is seeking a Sr. Call Center Manager is a senior leadership role responsible for overseeing all operations of Spruce Power's Call Center, including the Homeowner Support Team (HOST) and the Special Escalation Team (SET). This role is critical to unifying both departments under a cohesive operational strategy, fostering cross-team synergy, and ensuring an exceptional, consistent customer experience. The Sr. Call Center Manager reports directly to the Director of Customer Experience and partners closely with Legal, Finance, and Operations to resolve complex, high-stakes customer matters.

Key Responsibilities Include:
Cross Departmental Leadership & Synergy
  • Provide unified oversight and strategic direction for the Homeowner Support Team (HOST) and the Special Escalation Team (SET), ensuring aligned goals, shared resources, and consistent service standards
  • Create and sustain strong operational synergy between HOST and SET through joint workflows, shared KPIs, cross-training, and open communication channels
  • Identify opportunities to reduce interdepartmental silos and implement structured collaboration frameworks to improve case handoffs, escalation routing, and resolution speed
  • Champion a unified call center culture centered on accountability, continuous improvement, and exceptional service for homeowners
  • Partner with the Live Ops, Operations Process, and System Monitoring teams to coordinate staffing, scheduling, and capacity planning across both departments

Team Management & Development
  • Directly supervise the HOST Supervisor and SET Supervisor, providing coaching, mentoring, and performance leadership
  • Conduct regular one-on-ones and performance reviews with direct reports; cascade performance management practices across both teams
  • Lead recruitment, onboarding, and development for supervisors and senior agents across the call center
  • Build and implement mentorship programs and career-pathing frameworks to retain and develop top talent
  • Foster a high-performance, customer-centric culture that motivates team members to exceed expectations.

Escalation Management & Legal Coordination
  • Serve as the senior escalation point for complex homeowner cases that cannot be resolved at the supervisor level
  • Oversee routing and resolution of Attorney General (AG) complaints, regulatory filings, and other legally sensitive matters, ensuring strict adherence to deadlines and regulatory requirements
  • Act as the primary liaison between the Call Center and the Legal Department for matters involving pre-litigation, pending lawsuits, communications with opposing counsel, and AG- or attorney-initiated escalations
  • Partner with Legal to investigate high-stakes cases, present findings, and develop de-escalation strategies to minimize legal exposure
  • Ensure proper documentation of all legal and regulatory escalations; maintain audit-ready records in accordance with Legal and Compliance standards

Performance, Reporting & Analytics
  • Define, monitor, and report on call center KPIs for HOST and SET, including call volume, service levels, first-contact resolution, customer satisfaction, and schedule adherence
  • Analyze performance data from both departments to identify trends, root causes, and improvement opportunities
  • Prepare and present regular performance reports to senior leadership
  • Oversee the monthly finance and operations reports submitted by SET and collaborate with Fin Ops as needed
  • Implement quality assurance programs across both teams, including call listening, interaction reviews, and compliance audits.

Process Improvement & Strategic Initiatives
  • Lead the design and documentation of new call center processes, policies, and standard operating procedures applicable across both HOST and SET
  • Identify and drive initiatives to reduce escalation rates, improve first-contact resolution, and enhance the overall homeowner experience
  • Collaborate with the Operations Process team to ensure that new capabilities, tools, and products are efficiently integrated into call center workflows
  • Partner with Vendor Management and external service providers to continuously improve outcomes and operational efficiency.
QUALIFICATIONS
  • Minimum of 5–7 years of experience in call center or customer service operations, including at least 3 years in a managerial or senior leadership role
  • Demonstrated experience managing multiple teams or departments concurrently within a call center environment
  • Proven experience working directly with Legal, Compliance, or Regulatory teams on escalated matters involving attorneys, AG offices, or pre-litigation cases — required
  • Experience managing regulatory complaints, including AG filings, within a consumer-facing industry
  • Background in the energy, utilities, or financial services industry is preferred
  • Strong proficiency with CRM and ticketing platforms; experience with ServiceNow preferred
  • Track record of building cross-functional synergy and leading organizational change
  • Demonstrated ability to manage complex escalations and navigate legally sensitive situations with composure and sound judgment
PROFESSIONAL ATTRIBUTES
  • Exceptional leadership presence, with the ability to unite teams, build trust, and drive cultural alignment across departments
  • Skilled at building bridges between teams — setting shared goals, reducing friction, and fostering a collaborative, unified call center environment
  • Legally astute — comfortable interfacing with attorneys, AG representatives, and Legal Department stakeholders, demonstrating professionalism and strategic awareness
  • Data-driven decision-maker with strong analytical skills and the ability to translate metrics into actionable strategies
  • Highly organized, able to manage competing priorities across multiple departments in a fast-paced environment
  • Clear and effective communicator — written and verbal — with the ability to present findings and recommendations to executive leadership
  • Solutions-oriented and proactive, with a strong sense of urgency and accountability
EDUCATION
Bachelor’s degree in business administration, Communications, or a related field preferred. High School diploma or GED required.
BENEFITS
Spruce Power offers competitive benefits and a collaborative, purpose-driven, high-energy culture.
EQUAL OPPORTUNITY EMPLOYER
We value a diverse work environment. Spruce Power is an equal opportunity employer and hires without consideration to race, religion, national origin, age, gender, sexual orientation, marital status, veteran status or disability.
 

Related keywords

Solar EnergyCustomer ExperienceServiceNowKPIsAttorney General ComplaintsRegulatory FilingsPre-litigationCRMTicketing PlatformsFirst-Contact ResolutionService LevelsCapacity PlanningAudit-ready RecordsComplianceOperational SynergyEnergy Industry

About Spruce Power

LinkedInVisit site

Spruce Power is a leading owner & operator of residential #solarenergy in the North America.

Industry
Services for Renewable Energy
Company size
51-200 employees
Founded
2012
Headquarters
Houston, TX
LinkedIn followers
7,007
Total funding
$508M

Spruce Power is one of the largest owner-operators of residential solar portfolios in the US. We continue to grow through acquisition and remain active buyers of residential PPAs and leases nationwide. Through our dedicated servicing platform, Spruce PRO, we provide third-party owners, lenders, and trustees with the same high-performance infrastructure we use to manage our own assets. We understand that every portfolio owner is at a different point in their journey. Selling? Servicing? Seeking security? We’re here. No matter the stage. No matter the structure. We’re built to support it. Contact us: Selling assets? Rethinking servicing? Need stronger operations or a backup partner? Reach out to: [email protected] 844-SPWR-PRO (844-779-7776) Are you a homeowner seeking support? Please contact: [email protected] (888) 636-0336 Are you a candidate looking for employment? Please check out: https://sprucepower.com/careers

Offices: 2900 North Loop West, 3rd Floor, Houston, TX 77092, US · 100 Shoreline Hwy, Mill Valley, California 94941, US · 1215 Spruce St, Boulder, CO 80302, US

solarsalesrenewableenergyfinancingPACE"residential solar"​"solar finance"​"solar software"​"renewable energy"​
View all jobs at Spruce Power

About Spruce Power

LinkedInVisit site

Spruce Power is a leading owner & operator of residential #solarenergy in the North America.

Industry
Services for Renewable Energy
Company size
51-200 employees
Founded
2012
Headquarters
Houston, TX
LinkedIn followers
7,007
Total funding
$508M

Spruce Power is one of the largest owner-operators of residential solar portfolios in the US. We continue to grow through acquisition and remain active buyers of residential PPAs and leases nationwide. Through our dedicated servicing platform, Spruce PRO, we provide third-party owners, lenders, and trustees with the same high-performance infrastructure we use to manage our own assets. We understand that every portfolio owner is at a different point in their journey. Selling? Servicing? Seeking security? We’re here. No matter the stage. No matter the structure. We’re built to support it. Contact us: Selling assets? Rethinking servicing? Need stronger operations or a backup partner? Reach out to: [email protected] 844-SPWR-PRO (844-779-7776) Are you a homeowner seeking support? Please contact: [email protected] (888) 636-0336 Are you a candidate looking for employment? Please check out: https://sprucepower.com/careers

Offices: 2900 North Loop West, 3rd Floor, Houston, TX 77092, US · 100 Shoreline Hwy, Mill Valley, California 94941, US · 1215 Spruce St, Boulder, CO 80302, US

solarsalesrenewableenergyfinancingPACE"residential solar"​"solar finance"​"solar software"​"renewable energy"​
View all jobs at Spruce Power

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