Director of Customer Support

About Torus

Torus is a pioneering, sustainable energy solutions company based in Utah, dedicated to revolutionizing renewable energy storage and management.

Our mission is to empower individuals and communities to become their own renewable energy provider.

We are driven by a deep-rooted commitment to sustainability and community. We tackle critical challenges facing the American energy landscape.

Our advanced Torus Spin Flywheel™ technology charges and discharges electricity 16 times faster than traditional batteries, ensuring rapid response to grid demands and enhancing energy efficiency.

Our advanced manufacturing, research, and development facilities in South Salt Lake and Springville, Utah drive continuous innovation, and our commitment to American manufacturing ensures quality and reliability.

Join us at Torus and be part of an exciting team that is transforming the energy landscape.

About the Role

As the Director of Customer Support you will be responsible for building upon our best-in-class customer experience by ensuring customers have what they need when they need it.

This is a customer-centric role where you are the customers' first line of support responding to and solving requests in a timely manner.

You will build a team to monitor systems, answer customer questions, troubleshoot issues, and dispatch team members as needed.

This role works cross-functionally to represent the voice of the customer.

Responsibilities

• Prioritize and maintain the highest level of customer satisfaction through knowledge of customer needs, system performance and teamwork
• Build, mentor, and develop a high-performing team of customer support representatives and analysts in a micro-utility environment
• Manage a centralized support, dispatch and monitoring strategy across residential and commercial verticals
• Support 24 / 7 monitoring of customers' systems including troubleshooting, dispatching per protocols within SLAs, and aiding in root cause analysis to ensure rapid resolution of critical issues while minimizing system disruptions
• Establish and report on clear performance metrics and KPIs for the customer support team, ensuring consistent and high-quality service
• Partner with cross-functional team members to communicate customer feedback in order to identify and implement process improvements that bring greater efficiency as we scale and optimize customer experience - keeping the customer at the center of our focus.
• Jump into front line support without hesitation; you understand the value of staying close to the work of your team
• Complete special projects and coordinate with other teams as needed

Required Experience

• 5+ years of experience working in a customer service oriented role including dispatch, logistics and / or field service management, scheduling and services support
• Experience includes a history of building and leading a team in a fast growing environment
• Experience working with CRM systems, logistics management platforms, and other relevant software tools such as Hubspot and / or NetSuite
• High aptitude in working with technology, including hardware, software and firmware
• Experience using data to drive recommendations and document process improvements
• Well developed written and verbal communication skills with the ability to be concise, proactive and efficient with customers and team members
• Strong reputation for developing and fostering a relationship of trust with customers and team members
• Proven success working collaboratively with cross-functional stakeholders and customers alike to achieve successful outcomes
• Ability to efficiently manage your time while handling multiple priorities and , calendar and multiple customers
• Goal and safety oriented communicating timely updates if completion goals are off track

Preferred Experience

• Bachelor's Degree preferred
• Understanding of energy storage systems and sustainable energy solutions, especially in commercial and utility sectors
• Experience in a micro-utility and / or commodity industry is a plus

Who You Are

You'll be a great fit if you have a passion for meeting and exceeding customers' needs with a keen attention to detail and communication are the keys to success.

You must be self-motivated, organized, and excellent in customer service while navigating complicated issues in a professional manner with quick and meaningful resolutions.

As a member of a rapidly growing startup, you'll add incredible value to empower our customers to discover, purchase, and install the Torus products that will help them live clean, renewable lives.

You are committed to the quality and safety of Torus products and services.

Our Perks & Benefits

• Employee Rewards Package including equity
• 401(k) Retirement Savings Plan
• Health Benefits Package : Choice between traditional PPO or HSA eligible medical plans; Dental insurance; and Vision insurance
• Human-centered Paid Time Off (based on employment status) including unlimited discretionary PTO or 10 days accrued PTO;

10-days paid company holidays; Waiting period-free 100% paid parental leave.

• Torus paid Life and AD&D Insurance with option to purchase additional coverage
• Voluntary Short- and Long-Term Disability Insurance
• Peer Recognition Program

Additional Details

Background Check All candidates are subject to a background check.

Experience Bachelor's degree preferred and 5+ years of professional experience working in a customer service oriented role (e.

g., dispatch, logistics, and / or field service management, scheduling and services support)

Location This position is a hybrid remote role based in Utah. You will conduct your work remotely from your home office and installation locations.

You may be exposed to unpredictable weather conditions.

• Ability to work a flexible schedule to support customers and team members on nights, weekends and / or holidays.
• Requires occasional onsite work in South Salt Lake HQ and / or Springville R&D (air-conditioned and non air-conditioned).

Schedule Full-Time, Salaried

Physical Requirements

• Constantly operates a computer and other peripheral office equipment such as a printer or mouse.
• Ability to communicate information so others can understand. Must be able to exchange accurate information in these situations.
• Must report to work reliably and with the ability to use full and unimpaired skills and judgment to safely execute your job.
• Proficiency in reading, writing, and speaking English required.

Torus is proud to be an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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