Customer Experience Associate

About the Role

The Customer Experience Associate plays a vital role in delivering a smooth and supportive installation experience for both Treehouse customers and trade partners. Sitting at the intersection of the Customer Experience and Trade Partner teams, this role ensures that every project runs smoothly by serving as a connector, bridging communication between homeowners, licensed electricians, and Treehouse’s internal teams.  This associate will act as a trusted point of contact for both customers and installers, supporting them throughout the entire installation journey, from project kickoff through inspection and completion. The ideal candidate is proactive, resourceful, and deeply customer- and installer-oriented, able to resolve issues in real time, navigate ambiguity, and advocate for a seamless, safe, and professional experience on all sides.

Responsibilities

The Customer Experience Associate will:

• Serve as a key point of contact for customers and installers during active installations, providing clear communication, updates, and support from pre-installation through project completion.
• Partner with trade partners to ensure they are informed, supported, and empowered to represent Treehouse’s standards in the field.
• Respond to customer and installer questions and issues with urgency, empathy, and clarity, coordinating with internal teams to resolve roadblocks quickly.
• Monitor project progress and ensure all required steps (e.g., permitting, inspections, hardware delivery) stay on track.
• Escalate technical or operational issues appropriately, advocating for both the customer experience and field success.
• Identify patterns in feedback from customers and installers, and contribute to continuous improvement initiatives across the installation process.
• Support the refinement of internal processes, documentation, and communications to make our field experience more scalable and efficient.

Minimum Qualifications

Successful Customer Experience Associate candidates will demonstrate:

• A Bachelor’s degree; in lieu of degree, four years relevant work experience.
• Two or more years of experience in customer success or customer experience management, preferably within the residential construction industry.
• Experience working with a customer relationship management (CRM) tool and related software/platforms.

Preferred Qualifications

Additionally, successful Customer Experience Associate candidates may demonstrate:

• Prior customer-facing experience in the home renovation or electrification industry and/or a passion for electrification and/or energy sustainability.
• Experience with project and/or program management.
• Strong analytical and problem-solving skills, with the ability to use data to make decisions.
• Exceptional verbal and written communication skills with an emphasis on interpersonal communication and collaboration.
• Comfort with independence, a bias for action, learning quickly, context-switching, and frequent iteration; ability to make decisions in the absence of perfect information. 
• The ability to work cross-functionally, bringing together multiple teams to drive towards a common goal.
• The ability to thrive in a fast-past, early-stage company environment.

This role may be based in Chicago or the San Francisco Bay Area. This role will have an annual salary, plus equity and benefits. The salary range for this position is $60,000 - $80,000 annually. This is a good faith estimate of what Treehouse may pay for a new hire; actual pay may vary based on prevailing wages in geographic location and a candidate's knowledge, skills, abilities, related experience, education, certifications, and ability to meet required job qualifications.

Featured benefits include:

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)
• Unlimited paid time off