Ready to help power the future of transportation? At Loop, we're building the next generation of EV charging infrastructure-and we're looking for game-changers to join us.
As a Customer Support Case Manager, you'll be the go-to person making sure our customers, drivers, and site hosts have an outstanding experience every time they interact with Loop. You'll jump into action when escalated support cases arise, working closely with engineering, operations, and service partners to troubleshoot, resolve, and turn challenges into wins. If you're someone who loves problem-solving, building relationships, and making things happen-you'll fit right in.
This is a high-impact role where no two days are the same-and where your work truly powers real-world change.
What You'll Own:
- Champion the Customer: Manage escalated cases and deliver fast, effective solutions that drive real satisfaction.
- Build Loyalty: Create strong, trusted relationships with customers, drivers, and site hosts-making them lifelong Loop fans.
- Collaborate to Win: Work hand-in-hand with engineering, operations, sales, service providers, and installers to get cases closed and chargers up and running.
- Track and Improve: Monitor key KPIs, analyze data, and find new ways to make our support process faster, smarter, and stronger.
- Get Ahead of Issues: Use charger and network data to predict problems before they happen and improve the customer experience.
- Stay on Budget: Manage service tickets with an eye on warranty coverage and cost-saving opportunities.
- Communicate Clearly: Keep everyone-from customers to teammates-updated, aligned, and confident every step of the way.
- Stay Compliant: Ensure we meet all industry regulations, safety standards, and internal policies.
What You'll Bring:
- Salesforce (or comparable CRM) Experience - Required
- Technical Curiosity: You get how technology works-or you're eager to learn quickly.
- Customer-First Mindset: You love solving problems and turning tough situations into success stories.
- Strong Collaboration Skills: You know how to rally teams and partners to get things done.
- Data-Driven Thinking: You spot patterns, connect dots, and love finding insights that lead to smarter decisions.
- Clear Communicator: You keep things simple, direct, and easy to understand.
- Ownership Mentality: You step up, figure things out, and see projects through to the finish line.
Why You'll Love Being at Loop:
- Unlimited PTO - Because you know best when you need a break.
- 401(k) with Company Match - Secure your future while you build ours.
- Professional Development Opportunities - We're serious about growing our team-and you.
- EQUITY - We're a startup join in on the benefits.
- Top-Tier Health Benefits - Medical, dental, and vision to keep you at your best.
- A Culture Built on Action, Agility, and Impact - Where your ideas are heard, your work makes a difference, and you're surrounded by people who care.
Ready to be part of something bigger? Let's build the future together at Loop.