CleanCounts is hiring a Program Administrator to join our Client Services team. This is a customer-facing role focused on diagnosing and resolving customer issues, supporting customers across the lifecycle, and translating what we hear from the people who use our platform into the kind of feedback that improves it.
Why This Role Matters
Client Services is the front line of how we understand our customers and the market. The people on this team interact with utilities, brokers, generators, and corporate buyers every day, and the insights they bring back shape how the platform evolves.
About CleanCounts
CleanCounts is a 501(c)(4) non-profit that owns and manages an energy attribute certificate and thermal energy certificate tracking system. Our platform is used by Fortune 25 companies, utilities, and regulators, and we support our mission through software that promotes environmental markets and energy sector decarbonization. You will work on projects that matter and help infuse the market with enhanced data and information.
Workplace
Our teams are distributed across North and South America. For team members in Minneapolis, we operate with regular 9-5 hours and a hybrid workplace, with our physical office in the Baker Center in downtown Minneapolis. We're deeply committed to our clean energy mission, but we're also collaborative, a little nerdy, and genuinely easy to work with.
Job Responsibilities
- Diagnose and resolve customer-reported registry and platform issues, navigating the system to root cause and driving issues to clean resolution
- Serve as a trusted point of contact across the customer lifecycle, including onboarding, asset registration and validation, certificate lifecycle and transactions, and ongoing support
- Run platform demos and recurring training sessions for new and existing customers
- Review technical data for new and existing generator registrations and conduct registration validation
- Interpret and apply registry technical requirements to customer, stakeholder, and generator situations
- Review ongoing generator data for cleaning and feasibility reviews
- Act as a first point of contact for customer support through phone, email, and ticketing systems (we use HelpScout)
- Assist clients with billing, pricing, system functionality, and account access questions
- Build customer queries for reports via SQL
- Identify gaps, friction points, and quality issues in our processes and platform, and propose fixes - even when no one asked
- Surface customer feedback to product, policy, data, and operations colleagues, including direct partnership with our Product Owner
- Represent CleanCounts at industry conferences and other events as appropriate
- All other duties as assigned
Qualifications and Requirements
- 2 to 7 years of professional experience in a customer-facing, problem-solving, or operations role, ideally in a technical environment (specific years align with target level - see Leveling Guidance below)
- Genuine interest in renewable energy and clean energy markets. Expertise on day one is not required, but we expect most people take 6-12 months to feel fully comfortable in this domain, and we plan for that
- Strong written and verbal communication skills, including comfort engaging customers directly by phone, video, and email
- Ability to translate technical issues and platform concepts into plain language
- Strong process intuition and a track record of identifying improvements without being asked
- Collaborative; comfortable sharing credit, asking for help, and supporting colleagues
- Takes ownership of work and follows through on commitments
- Comfortable operating with moderate structure - we have processes, but we expect people to use judgment
- Ability to work quickly and accurately in a small team where things change quickly
- Support of and interest in the CleanCounts mission
Bonus Traits
- Working knowledge of clean energy markets, Renewable Energy Certificates (RECs), or related compliance frameworks
- Experience with HelpScout, Confluence, Jira, or comparable customer service and collaboration platforms
- Experience working with large datasets in tools such as Excel, SQL, or BI platforms
- Familiarity with software development concepts and basic API familiarity
- Comfort interpreting engineering line drawings and evaluating engineering reports
- Bilingual Spanish proficiency
- Background in energy, environmental, or sustainability space
Leveling Guidance (How we'll think about Level II vs Level III)
CleanCounts will hire 1 FTE in Level II or Level III classification; salary is commensurate with skill and experience level.
- Level II: 2 to 4 years of relevant experience in a software or technical customer support environment. Building proficiency across the registry platform and customer support workflows, with growing ownership of a portfolio of customer accounts and platform areas.
- Level III: 4 to 7 years of relevant experience in a software or technical customer support environment. Senior individual contributor who can independently resolve complex customer issues, mentor more junior teammates informally, and drive process improvements that benefit the team.
Additional Information
Reports To: Head of Registry & Market Integrity
Salary Range: $76,000-$137,000
- Level II: $76,000-$105,000
- Level III: $98,000-$137,000
Employment Type: Full-Time, Exempt
Location: Headquarters in Minneapolis, MN (Baker Center) - Hybrid. We currently employ team members in Minnesota and a small number of other states; other locations considered on a case by case basis.
Travel Requirements: up to 10%
Work Requirements: Must be legally authorized to work in the US. Unfortunately, we are unable to provide sponsorship opportunities at this time.
Equal Employment Opportunity
- CleanCounts does not discriminate in employment on the basis of race, creed, color, religion, sex (including pregnancy and gender identity/expression), national origin, marital status, familial status, status with regard to public assistance, disability, age, membership on a local human rights commission, and sexual orientation, or any other class protected by federal, state, or local law. This policy applies to all aspects of the application process and employment relationship, including, but not limited to hiring, promotion, transfer, demotion, termination, discipline, benefits, and other terms and conditions of employment.
Benefits:
- 401(k) with employer contribution (7% company contribution, no employee match required)
- Paid Time Off starting at 20 days per year
- Paid holidays
- Health stipend
- Communications stipend
- Parking/Transportation reimbursement
- Professional development budget
- Family and medical leave
- Life insurance
- Short-term and long-term disability coverage
Pay: $76,000.00 - $137,000.00 per year
People with a criminal record are encouraged to apply
Work Location: Hybrid remote in Minneapolis, MN 55402
