Customer Experience Specialist
OmnidianRemote
Full Time
Posted August 10, 2026
$56k - $76k
Solar Energy
Remote
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Listing evidence and provenance
- Source
- Lever View original listing
- Freshness
- Open in the current public read path; this is not an employer guarantee.Last observed November 3, 2026
- Classification
- Modern power-system classification not yet published for this listing.Legacy source industry field: Solar Energy
- Pay provenance
- Employer-provided pay
Job Description
Are you ready to make a meaningful impact in the solar industry?
Key Responsibilities
- At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:
- Own the Outcome: Manage an individual queue of high-sentiment escalated cases, acting as the primary point of contact until the issue is confirmed and resolved.
- Settlement Authority: Authorized to negotiate and settle financial disputes up to established limits to achieve first-contact resolution within the escalation layer.
- Professional Updates: Respond to inbound escalations from homeowners, clients, and external partners with clear, professional, and empathetic communication that resolves friction and explains technical trade-offs.
- Executive Case Management: Handle executive-level customer concerns, balancing customer advocacy with company policy to drive timely, equitable resolutions.
- Regulatory Complaint Ownership: Receive, investigate, and respond to complaints from Attorneys General, the Better Business Bureau (BBB), consumer protection agencies, and other regulatory organizations while ensuring all response deadlines are met.
- Legal Coordination: Manage legal escalations and claims by partnering directly with Omnidian's Legal team to gather documentation, investigate case history, coordinate internal stakeholders, and support case resolution.
- Risk Assessment: Identify situations with elevated legal, financial, or reputational risk and escalate appropriately while maintaining accurate, defensible documentation.
- System Recovery: Identify root causes of technical failures and execute policy overrides to restore system accuracy and performance.
- Advanced Troubleshooting: Apply specialized knowledge in high-complexity areas, including roof leak protocols, electrical and safety concerns, and remote troubleshooting for all standard solar equipment.
- Operational Coordination: Coordinate directly with Field Service Partners and internal Operations teams to ensure dispatches result in a verified fix and systems are returned to normal operation.
- Peer Development: Act as a subject matter expert by coaching, mentoring, and training peers on complex case handling, technical troubleshooting, and escalation best practices.
- Process Improvement: Identify trends, recommend operational improvements, and contribute to the development of new processes, documentation, and training materials that improve the customer experience.
- Cross-Functional Partnership: Collaborate across Customer Experience, Operations, Legal, Product, and Client Success to remove barriers, improve workflows, and ensure consistent customer outcomes.
- Feedback Loops: Identify, document, and flag recurring technical anomalies or operational bottlenecks discovered during daily case handling.
- Evidence-Based Change: Provide leadership with documented evidence and frontline insights needed to justify SOP adjustments and stop emerging trends before they impact the broader queue.
- Omnidian's main customer service contact hours are Monday through Friday, 7 AM to 5 PM Pacific Time. As our company grows, schedules may cover 9-hour shifts (including breaks) between 6 AM and 6 PM PST, Monday through Sunday. We ensure team members receive two steady days off per week.
Requirements
- ARTful: Accountability, Respect Transparency
- High level of attention to detail and the ability to multitask
- Self-directed under general supervision
- You seek to understand others point of view
- You are a team player
- Your written and verbal communication is clear, concise and articulate.
- You take detailed and efficient notes
- Can adhere to a 1 business day or less response time
- You are an empathetic problem solver
Benefits & Perks
- We offer a competitive total compensation package bonuses and long-term stock options so you can share in the long-term value you help create as we shape the future together..
- We offer a competitive benefits program for our employees and their dependents, including medical, dental, vision, disability and 401(k) administration
- We offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years
- We are a learning organization. To support your professional development, we provide annual learning reimbursement for courses, certifications, or conferences.
- We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
- We have affinity groups to help employees feel seen and supported, such as Rainbow Array, Black Lights Matter, Neurospicy R Us, Puente and more.
- Most of our roles offer the opportunity to work remotely
- If you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle
- We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
- We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story !
Ready to Apply?
Apply directly on Omnidian's site
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