Data-Driven Ops & Customer Support Associate

Every Electric is an early-stage grid technology company building distributed energy storage to make electricity more affordable and reliable. We operate New York City's largest indoor residential battery virtual power plant in partnership with Con Edison, aggregating residential battery storage to deliver demand response and grid flexibility services. Plug-in HVAC accounts for roughly 20% of Con Edison's peak capacity (2.5 GW of load), and our mission is to make that load flexible by putting a battery in every home. We are backed by NYSERDA, Activate, and Breakthrough Energy, and our work has been featured in Canary Media, CBS New York, and AP News. We are headquartered in Brooklyn, New York. Learn more at The Role The Operations & Support Associate is a combined customer support and operations role reporting directly to the founders. You will be the primary point of contact for our residential customers while owning the administrative and operational functions that keep the company running. This role suits a recent engineering graduate who is technical and analytical, enjoys working with customer and operational data, and prefers a broad scope over a purely engineering position. You will work directly with the founding team, gain visibility into every part of the business, and have a clear path to grow as the company scales. Responsibilities Customer support: Serve as the first point of contact for customers through our customer support platform, handling sign-up and eligibility, terms and conditions, delivery and logistics, account changes, refunds, and similar requests, and maintaining the customer resolution queue. Hardware troubleshooting: Diagnose hardware and device issues using battery telemetry data, conduct hands-on hardware testing when needed, and escalate complex technical issues. Support systems: Develop the templates and lightweight automation that improve support efficiency, and help establish an overnight support function over time, including training and overseeing contractors. Office management: Maintain day-to-day operations of the Brooklyn Navy Yard office, including supplies, vendors, equipment, and facilities. Founder support: Own operational and administrative tasks delegated by the founders, and keep internal operations organized as the company grows. Data analysis: Analyze customer and operational data to surface insights and support decision-making across the team. Requirements Education: A bachelor's degree in an engineering discipline (chemical, electrical, mechanical, computer science, or computer engineering preferred; other engineering disciplines considered). Breadth and adaptability: The ability to manage a wide range of responsibilities, from customer support to office operations, in a fast-paced environment. Communication: Clear, professional written communication, with the ability to explain information simply and manage customer issues with patience. Organization: Strong organizational discipline and the ability to manage support, operations, and projects concurrently. Technical and analytical aptitude: Comfort with the technical fundamentals of our hardware and software, and the ability to work with customer and operational data. AI-assisted productivity: Proficiency using AI tools to draft communications, automate repetitive work, and increase efficiency. Domain interest: Interest in energy systems, grid modernization, and decarbonization. Preferred Qualifications Experience with shared-inbox or helpdesk customer support tools. Experience supporting a hardware or consumer-electronics product, or working at an early-stage company. Fluency in Spanish or another language commonly spoken by New York City residents. Compensation and Benefits Base salary of $40,000 to $80,000, plus equity and a comprehensive benefits package including medical, dental, and vision coverage, a 401(k) plan, and a flexible leave policy. Every Electric is an equal opportunity employer. #J-18808-Ljbffr Every Electric