View Our Website View All Jobs

Customer Service Manager

Spruce Finance is committed to helping people reduce their utility bills and improve their homes and environment by offering consumer financing solutions for residential energy efficiency improvements and solar systems. We make our finance products available on a single software platform and sell them through a national network of verified channel partners. Our platform simplifies the sales experience for our channel partners and helps them sustainably grow their businesses. A private company headquartered in San Francisco, with additional offices in Houston, Anaheim, and New York, we operate in all 50 states and Washington, DC. We have raised more than $2B in financing and currently serve 70,000 homeowners.

Finance products for residential solar – including loans, leases, power purchase agreements, and property-assessed clean energy (PACE) financing – are available in 23 states, and financing for home efficiency improvements is available in all 50 states. Spruce’s national reach and full product suite enable the company to capture more share of business from its channel because clients can access multiple finance products for a wide variety of home improvements on a single platform. Spruce is also able to capture a greater share of wallet from consumers by offering them the financing they want for the energy efficiency home improvement they need, and creating a long-term relationship that enables additional sales of complementary improvements down the road.

If you are interested in joining our Spruce team and want to learn more about our mission, we’d like to meet you.

THE ROLE: Manager, Homeowner Support (Customer Service)

The Homeowner Support Manager is responsible for building and growing an outstanding customer care team in the rapidly growing solar industry, ensuring that our solar customers receive the best possible service once their systems have been installed.  Specifically, the Homeowner Support Manager is responsible for developing and managing a team that ensures all homeowner inquiries related to billing, credit, monitoring, and transferring of solar agreements are answered and resolved in a prompt and professional manner.  The role also has responsibility for collaboration and oversight of external customer service and collections providers.  The Homeowner Support Manager will be expected to serve as a single point of contact for the team’s day-to-day operations while also working directly with senior management to ensure the department is supporting corporate objectives. 


Key responsibilities include:

  • Develop, manage, and mentor a team of Homeowner Support agents, ensuring quality responses and prompt resolutions to all homeowner inquiries and requests
  • Play an instrumental role in defining the customer experience at key written, phone, and online touchpoints
  • Manage the creation of regular reporting to track the performance of the Homeowner Support Team across key metrics
  • Develop and implement new policies, processes, and procedures that improve the customer experience and ensure the efficient delivery of customer care services
  • Oversee and coordinate interaction with other internal departments and external service providers to ensure all homeowner issues are promptly resolved in a professional manner
  • Collaborate with senior management to resolve escalated customer issues
  • Collaborate with the System Monitoring Team to answer system-related homeowner questions and establish new policies and best practices related to solar equipment and performance
  • Work closely with Spruce Installer Partners to address critical homeowner concerns that involve both parties
  • Work collaboratively with the Operations teams to ensure new capabilities, policies, products, and tools are designed appropriately and implemented in a way that minimizes disruption to the Organization and the Partner channel
  • Encourage and identify ways to improve accuracy, speed, and capacity to resolve customer requests


  • 3+  years’ experience managing customer service teams in a call center environment
  • 5+ years’ experience in a team lead, supervisor, or higher position
  • Ability to manage and drive performance within and between multiple teams
  • Proven ability to develop creative solutions to unique customer care challenges
  • Strong organizational skills
  • Demonstrated ability to proactively address situations before they become escalated issues
  • Ability to collaboratively, yet firmly, negotiate with internal business partners and third-party vendors
  • Excellent written and oral communication skills
  • Outstanding analytical and cognitive skills
  • Comfortable working hard in a fast paced environment
  • Customer Service experience in the financial services, retail energy, and/or residential solar industry preferred
  • Prior exposure to consumer collections preferred


  • A Bachelor’s degree required


We value a diverse work environment. Spruce is an equal opportunity employer and hires without consideration to race, color, religion, national origin, age, gender, sexual orientation, marital status, veteran status, disability or any other characteristic protected by applicable federal, state or local laws.


Read More

Apply for this position

Apply with Indeed
Attach resume as .pdf, .doc, or .docx (limit 2MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity / Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status

Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 1/31/2020
Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities.i To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Please check one of the boxes below:

You must enter your name and date
Your Name Today's Date
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

iSection 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.