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WeaveGrid, Inc.

Customer Experience Associate

San Francisco, CA, United States

$70,000 to $82,000 USD / year

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Job details

Pay: $70,000 to $82,000 USD / year
Experience: You have 1-2 years of experience in Customer Operations or Customer Support.
Posting language: English
Posted: Nov 13, 2026

Original job description

ABOUT US

Our software solves the most critical emerging grid integration challenges to ensure that the impending energy transition is clean, equitable, and resilient. Our enterprise solutions help the grid absorb the coming electrification wave with ease. Utilizing modern, cloud-native platform architecture and robust systems optimization, WeaveGrid’s software is built from the ground up to tackle the most critical network challenges while meeting the stringent regulatory, security, and reliability requirements of the utility industry.

ABOUT THE ROLE

We are seeking a devoted, empathetic, and thoughtful Customer Experience (CX) Associate to join our Customer Operations Team and serve as an ambassador to our customer participant base. The CX Associate is our closest link to our customers, and a critical contributor to their journey with WeaveGrid.

The person stepping into the role will be responsible for creating a stellar experience for our customers participating in our serviced utility programs. They will be directly responsible for triaging, answering, and resolving tickets, as well as summarizing and sharing feedback from customers. This will require becoming deeply familiar with both our application functionality and driver needs. This role is hybrid, with in-office days on Tuesdays and Thursdays.

As specific responsibilities, the CX Associate will:

Respond to customer inquiries and requests over email and other channels, adhering to our Customer Support guidelines and SLAs.
Appropriately escalate specific issues, as needed, in a timely manner
Identify and flag gaps in resources and content that would help drivers resolve problems quickly and easily
Document issues to help Engineering and Product teams resolve specific bugs
Gather, summarize, and share insights on customer needs, preferences, concerns, and perspectives to help improve the user experience and ensure the team’s work is maximizing value for customers
Send email campaigns to proactively address emerging issues, program updates, or other ad hoc requests
Process customer incentives accurately and on time, troubleshooting any payment or eligibility discrepancies as they arise
Create and own help center articles and customer-facing content, keeping materials up to date as products, policies, and FAQs evolve

ABOUT YOU

You are a customer experience professional or community lead who has served on the front lines of startup consumer products. You have 1-2 years of experience in Customer Operations or Customer Support. You love delighting the customers you support and take great pride in ensuring they are satisfied with the assistance received.

You are familiar with translating complex technical concepts into clear, digestible explanations for non-technical users - whether that's walking a customer through how something works in detail, or writing help center content that lets customers self-serve.

You can nimbly engage with users while effectively advocating for new features inspired by their feedback. In managing a backlog of user tickets, you identify common issues to be prioritized and addressed through platform content and product enhancements.

You keep a close eye on indicators of user satisfaction, including CSAT, ticket response, and resolution times. You focus relentlessly on actions that provide the highest leverage for keeping users happy.

You are considerate, enthusiastic, and precise in your communications. You are determined and methodical when investigating issues - a sleuth constantly assembling a clear record of facts and underlying circumstances around reported issues, so that you can respond effectively and empower colleagues to do the same.

Some of the specific skills and traits you bring include:

Familiarity with common customer service software platforms (like Zendesk) and common productivity tools (Gdocs, JIRA, etc.)
Passion for helping users
Clear and succinct communication skills with technical concepts
Strong organization and structure in your work
Basic proficiency in standard tools for data entry and tracking (like Excel / Gsheets)
Experience with AI tools or agents is a nice-to-have
Comfort working under conditions of ambiguity and loosely defined requirements, which can be common in the startup environment
A deep hunger for ongoing learning and personal growth
A passion for decarbonization and reducing global climate risk

The total compensation for this opportunity includes a base salary range of $70,000 - $82,000 plus equity (stock options) and benefits. This is our target compensation range and is subject to multiple factors including role, level, experience, skill, and location. As you go through our interview process, our recruiter will work with you to identify a competitive base salary within the proposed range and combine it with an equity package to get you excited about your future at WeaveGrid.

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More about this job

Skills

Customer experience
Customer service
Troubleshooting
Zendesk
Atlassian JIRA
Communication skills
Data entry
Microsoft Excel

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Work requirements

Jobs in the United States