Manager, Sales Support

At Sunrun, we’re on a mission to change the way the world interacts with energy, and we’re building a company and brand that puts power at the center of life. To do it, we’re designing a dynamic culture where employee development, well-being, and safety come first. It’s why we’ve become the #1 home solar and battery company in America. We’re unlike any other residential energy company. Our vertically integrated model gives us total control over every part of the energy lifecycle - from sale through installation and beyond - so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

Who We Are

We’re on a mission to make energy more reliable and affordable for more people. We provide an opportunity with storage and solar to help people access greater energy independence without the big upfront costs. Sunrun is the largest dedicated residential solar and storage company in the country and has a mission to bring stably priced resilient power to the masses.

As a leader at Sunrun, you’ll bring our leadership principles to life by creating the experience, leading by example, and communicating well & often. You’ll lead by example to integrate AI tools into your daily routines and champion the responsible adoption of AI. Empower your team to explore these tools and build AI skills to improve efficiency and decision quality in their work. You’ll keep score to drive results, develop people to help them grow, and build a deliberate safety-focused culture where our values shine: We Love People, We Love to Create, and We Love to Run. Most importantly, you’ll attract and retain top talent to help Sunrun build the best team on the planet. Together, we run.

ABOUT SUNRUN

Since 2007, Sunrun has grown into America’s #1 home solar and battery company, proudly serving over one million customers across the country. We got here by putting our people first - investing in their growth, equipping them with top-of-the-line tools, and empowering them with AI-driven support to do their best work every day. At Sunrun, we believe that when our employees thrive, our customers do too. That’s why we’re committed to creating an environment where talent is recognized, contributions are rewarded through meaningful incentive programs, and every team member has the resources they need to grow their career in the clean energy industry.

OVERVIEW

The Sales Support Manager leads daily operational execution, team performance, and automation initiatives for the Sales Support team. Reporting to the Sr. Director of Sales Operations, you will manage workforce scheduling, drive team accountability using key operational metrics, and resolve complex sales escalations. Additionally, this role acts as the functional owner of the Megan Bot automation platform, identifying and executing automation projects that scale operations and reduce case volume across the sales organization.

RESPONSIBILITIES

• Automation & Process Innovation: Own the Megan Bot platform, driving continuous enhancements and expanding its capabilities across the team. Identify, design, and implement new automation initiatives and team processes to maximize efficiency.
• Operations & Case Management: Direct daily queue workflows, SLA adherence, and workforce scheduling. Track case metrics and execute proactive volume reduction plans.
• Compliance & System Oversight: Oversee the Call Pilot Verification process, Licensing processes (HIS, Solicitor, and Terros), and manage cross-functional IT issues via BrightPath and Splat.
• Team Leadership & Mentorship: Conduct weekly 1:1s with team leads and onshore agents. Drive performance reviews, skill development, and team syncs while maintaining alignment with offshore partner operations.
• Cross-Functional Collaboration: Partner effectively across Sales, Underwriting, Install Pipeline, Customer Care, and IT to resolve cross-departmental escalations.

REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

• High School Diploma or equivalent required; Bachelor’s degree in Business, Operations, or a related field preferred
• 6+ years of professional experience in sales support, operations, or customer support environments
• Strong background in solar operations, customer support, or sales operations leadership (internal leadership experience preferred)
• Advanced proficiency in Salesforce (SFDC) reporting, Excel, and Google Workspace (G-Suite)
• Hands-on experience managing workflow or bot automation platforms (e.g., Megan Bot)
• Proven structured problem-solving skills with the ability to manage shifting priorities effectively
• Track record of leveraging team metrics to optimize performance and drive operational efficiencies

KEY PERFORMANCE INDICATORS (KPIS) & SUCCESS METRICS

• SLA & Queue Resolution: Maintain high team turnaround times and meet resolution SLAs across all incoming sales support tickets and cases.
• Automation & Case Deflection: Drive adoption of bot features (e.g., Megan Bot) to achieve measurable reductions in manual case volume.
• Team Productivity & Quality: Ensure compliance standards across licensing, verification, and escalations while managing coverage effectively.

WORK ENVIRONMENT & TRAVEL

• Physical Demands: Standard office environment requiring extended computer work and active participation in virtual and in-person meetings.
• Travel Requirements: Ability to travel to corporate offices 3-5 times per year

Recruiter:

Please note that the compensation information is made in good faith for this position only. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation. Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

Compensation decisions will not be based on a candidate's salary history. You can learn more here.

This job description outlines the primary responsibilities, some essential job functions, and qualifications for the role. It may not include all essential functions, tasks, or requirements. If you are a qualified individual with a disability and you need reasonable accommodation during the hiring process or to perform this role, please contact us at [email protected].

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. We believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. Learn more here: EEO | Sunrun