Customer Experience Specialist

About Omnidian Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries. Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are a certified B Corps, headquartered in Seattle, WA

The Job

Are you ready to make a meaningful impact in the solar industry? As a Customer Experience Specialist at Omnidian, you'll play a pivotal role in managing high-sentiment escalations and ensuring our customers receive a path to total system recovery. In this role, you will be the main point of contact for escalated customer escalations, helping them find a clear path to getting their solar systems back up and running. Combining deep technical solar expertise with empathetic communication. You will report to the Customer Experience Manager and act as a central hub, coordinating with internal teams to resolve routine friction and keep the planet’s energy assets performing at their best.

What You'll Do

• 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:

Escalation Ownership & Resolution

• 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 & Legal Case Management

• 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.

Technical Solar Expert

• 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.

Team Leadership & Operational Excellence

• 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.

Working hours

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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.

Who You Are

• 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

Experience You'll Need

• 2+ years of experience resolving high-sentiment disputes (handling sensitive or complex customer concerns).

• 2+ years of solar experience (e.g., technical support role, field service role, technical coursework, solar certificate, or other relevant experience)

• Technical Proficiency: Proven ability to troubleshoot solar inverters and monitoring portals.

Experience That's a Plus

• Experience with Zendesk or Salesforce.

• Extensive knowledge of Solar Storage Systems.

• Ability to communicate with customers in Spanish via phone and email

Culture & Benefits

• 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 n