{"id":3651560,"url":"https://alion.io/job/omnidian-customer-experience-specialist","title":"Customer Experience Specialist","company":{"id":3566,"name":"Omnidian","domain":"omnidian.com","url":"https://alion.io/company/omnidian","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"PST","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":56000,"max":76000,"currency":"USD","period":"year","gross":null,"usd_annual":76000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Instagram","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-08-10T16:53:19Z","employer_posted_date":"2026-08-10","last_verified_at":"2026-11-04T13:46:13Z","board_verified":true,"closed_at":null,"days_open":85,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":85},"description":"The Job\nAre 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.\nWhat You'll Do\nAt 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:\nEscalation Ownership & Resolution\nOwn 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.\nSettlement Authority: Authorized to negotiate and settle financial disputes up to established limits to achieve first-contact resolution within the escalation layer.\nProfessional 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.\nExecutive Case Management: Handle executive-level customer concerns, balancing customer advocacy with company policy to drive timely, equitable resolutions.\nRegulatory & Legal Case Management\nRegulatory 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.\nLegal 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.\nRisk Assessment: Identify situations with elevated legal, financial, or reputational risk and escalate appropriately while maintaining accurate, defensible documentation.\nTechnical Solar Expert\nSystem Recovery: Identify root causes of technical failures and execute policy overrides to restore system accuracy and performance.\nAdvanced Troubleshooting: Apply specialized knowledge in high-complexity areas, including roof leak protocols, electrical and safety concerns, and remote troubleshooting for all standard solar equipment.\nOperational 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.\nTeam Leadership & Operational Excellence\nPeer Development: Act as a subject matter expert by coaching, mentoring, and training peers on complex case handling, technical troubleshooting, and escalation best practices.\nProcess Improvement: Identify trends, recommend operational improvements, and contribute to the development of new processes, documentation, and training materials that improve the customer experience.\nCross-Functional Partnership: Collaborate across Customer Experience, Operations, Legal, Product, and Client Success to remove barriers, improve workflows, and ensure consistent customer outcomes.\nFeedback Loops: Identify, document, and flag recurring technical anomalies or operational bottlenecks discovered during daily case handling. \nEvidence-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.\nWorking hours\nOmnidian'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.\n\nWho You Are\nARTful: Accountability, Respect Transparency\nHigh level of attention to detail and the ability to multitask\nSelf-directed under general supervision \nYou seek to understand others point of view\nYou are a team player\nYour written and verbal communication is clear, concise and articulate. \nYou take detailed and efficient notes\nCan adhere to a 1 business day or less response time\nYou are an empathetic problem solver\nExperience You'll Need\n2+ years of experience resolving high-sentiment disputes (handling sensitive or complex customer concerns). \n2+ years of solar experience (e.g., technical support role, field service role, technical coursework, solar certificate, or other relevant experience)\nTechnical Proficiency: Proven ability to troubleshoot solar inverters and monitoring portals.\nExperience That's a Plus\nExperience with Zendesk or Salesforce.\nExtensive knowledge of Solar Storage Systems.\nAbility to communicate with customers in Spanish via phone and email\nCulture & Benefits\nWe 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.. \nWe offer a competitive benefits program for our employees and their dependents, including medical, dental, vision, disability and 401(k) administration \nWe offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years\nWe are a learning organization. To support your professional development, we provide annual learning reimbursement for courses, certifications, or conferences.\nWe love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture\nWe have affinity groups to help employees feel seen and supported, such as Rainbow Array, Black Lights Matter, Neurospicy R Us, Puente and more.\nMost of our roles offer the opportunity to work remotely\nIf you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle\nWe prioritize applicants near one of our employee clusters and offer one or more local gatherings per year\nWe are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story!\nGrow With Us\nWe mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples\nInternal candidates: Check out our advice on Internal Transfer: Job Application Process\nHere are the roles in this career track:\nCustomer Experience Specialist\nSenior Customer Experience Specialist\nWe’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.","description_format":"text","description_chars":7211,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":false}]},"benefits":["Parental leave","Professional development","Stock options"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Solar Energy"],"lifecycle":[{"event":"open","at":"2026-11-03T00:16:59Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":1,"p_active":0.568,"p_room":0.28,"age_days":85,"expected_fill_days":42,"reasons":["conf:1","win:tail","crowd:junior"],"computed_at":"2026-11-04T06:34:25Z"},"pay":{"stated_usd_annual":76000,"is_top_pay":true},"html_url":"https://alion.io/job/omnidian-customer-experience-specialist","json_url":"https://alion.io/job/omnidian-customer-experience-specialist.json","meta":{"generated_at":"2026-11-04T15:10:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23044,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3566},"rest":"https://alion.io/mcp/rest/get_company?id=3566"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fomnidian-customer-experience-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fomnidian-customer-experience-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fomnidian-customer-experience-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/omnidian-customer-experience-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fomnidian-customer-experience-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3651560}},{"tool":"search_jobs","arguments":{"company":"omnidian.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3651560},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}