Job Description

Customer Support & Onboarding Specialist (Spanish Preferred)

Location: Colorado (Remote or Denver office; Mountain Time coverage required)

US Solar is a developer, owner, operator, and financier of solar and solar + storage projects, with a focus on emerging state markets, community solar programs, distributed generation and small-scale utility projects nationwide.

US Solar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We believe diverse teams and diverse perspectives lead to better outcomes and breakthrough thinking, which are differentiators in any business and fundamental to our long-term success.

US Solar’s Sunscription team is seeking a dedicated Customer Support & Onboarding Specialist to ensure new customers have a smooth, confident start with community solar. We’re at the forefront of making sustainable energy accessible to everyone. We are committed to delivering the best community solar experience for customers. This role is critical in supporting customers from their initial enrollment validation through their first billing cycles, with a special focus on coverage for Mountain Time markets (Colorado and New Mexico). It’s ideal for someone who thrives in a dynamic environment, communicates clearly on phone and email, and is excited to help customers understand how solar credits and billing work. Spanish proficiency is strongly preferred.

Key Responsibilities

Customer Support & Retention

• Triage and resolve firstline questions via phone, email, and chat; escalate complex issues quickly
• Provide late day Mountain Time phone coverage; returning voicemails and new subscriber onboarding calls
• Provide collections support to help customers pay their bills and ensure program understanding
• Support commercial accounts by clarifying statements and credit applications; coordinate with internal teams as needed
• Apply retention tools within guardrails to exceed customer expectations

Enrollment Validation & Onboarding

• Guide customers through “what to expect” from community solar, how credits appear on utility bills, and billing timelines
• Maintain accurate records and customer notes in our systems

Spanish Support & Compliance

• Serve Spanish speaking customers in CO/NM; help ensure customer communications and knowledge base content are available in English and Spanish consistent with state requirement

Tools, Quality, and Collaboration

• Use Intercom to manage workload efficiently; contribute to saved replies and help center articles
• Partner with the Customer Experience Lead/Manager on automation and workflow improvements
• Collaborate closely with Sales, Program Support, and Billing to resolve issues and improve upstream processes

Core Proficiencies

• Thrive in environments that are growing and changing and bring order to complex customer questions
• Energized by helping thousands of customers adopt clean energy and see tangible savings
• Confident on the phone and in writing; able to explain billing and credit concepts simply and calmly
• A problem solver at heart who works across teams, documents clearly, and follows through
• Comfortable owning a queue, managing time, and meeting response time SLAs during busy launch periods

Qualifications

• 2–4+ years in customer support, onboarding, or account coordination (energy/utility/finance/telecom a plus)
• Strong phone presence and clear, concise writing
• Experience with Intercom (or similar ticketing), CRM and Microsoft 365; familiarity with automation is a plus
• Ability to work Mountain Time hours with occasional late day coverage blocks
• Bilingual English/Spanish strongly preferred
• Detail oriented, organized, and comfortable documenting processes and using macros/saved replies

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