[Remote] Customer Support Manager, HVAC Specialist

Note: The job is a remote job and is open to candidates in USA. Runwise is a fast-paced, customer-focused climate-tech startup that controls and runs the key energy systems in buildings throughout the US. The Customer Support Manager, HVAC Specialist will utilize HVAC knowledge and customer service skills to assist property owners in troubleshooting heating and cooling issues while optimizing energy efficiency.

Responsibilities

• Answer inbound phone calls, emails, and texts through our 24/7 support line
• Provide real-time troubleshooting of customer-reported HVAC and heating system issues
• Remotely monitor, analyze, and adjust multifamily and commercial heating/cooling systems to optimize comfort and fuel efficiency
• Perform remote quality checks following installations and service visits
• Document and escalate complex issues to internal teams when needed
• Educate customers on best practices for HVAC operation and energy savings
• Making settings adjustments as needed using our remote interface to reduce fuel consumption and manage tenant comfort
• Remote quality checks after installations and service calls are performed

Skills

• 1–3 years of direct HVAC field or technical support experience (residential or commercial)
• Solid understanding of heating controls, boilers, and/or building automation systems
• Excellent social and communication skills
• Ability to build long-term relationships with a range of customers from individual business owners to C-level executives
• Problem solver with the ability to diagnose and help troubleshoot problems quickly and efficiently
• Adaptable to quickly changing situations
• Ability to distill technical or complex systems into simpler concepts to empower customers
• Willing and capable of working very hard and at times longer hours during peak season (winter)
• Passionate about real estate and/or energy efficiency
• High-quality internet connection
• Candidate in PST or MST timezones

Benefits

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company-paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)

Company Overview