COMPANY OVERVIEW

Chariot Energy, is an affiliate company of Hanwha Energy USA and ultimately Hanwha Group, a FORTUNE Global 500 firm that is among the eight largest business enterprises in South Korea. Hanwha Energy USA designs, builds and manages solar power plant solutions. The company brings a decade of global leadership in solar PV to North America, combining best-of-world technology, processes, and partnerships to deliver utility-grade solar PV solutions customized for local energy markets. Hanwha Energy USA offers the full spectrum of PV solutions – from power plant development, design, construction, operations, and maintenance. With proven capabilities across the solar value chain, Hanwha Energy USA minimizes uncertainty and risk, and helps customers achieve a higher return on their investment in solar energy.

Hanwha Energy USA has recently embarked to enter the energy retail market in deregulated markets throughout North America. Chariot Energy is a retail energy provider based in Houston, Texas. We offer electricity to homes and businesses, and it is our goal to provide products and services our customers love and an unmatched experience that is missing in today’s retail energy market.

Hanwha Energy USA has set out to have Chariot Energy become one of the leading energy retail providers (by RCE count) within 5-years of Chariot Energy’s launch.

POSITION OVERVIEW

We are seeking a Customer Care/Success Lead Analyst who will play a pivotal role in maintaining the high levels of customer satisfaction, resolving issues, and ensuring compliance with regulatory entities. The Customer Care & Success Lead Analyst will support the daily operations of customer care and retention teams across multiple locations. This role ensures high-quality service delivery, assists with team leadership, and helps maintain compliance, efficiency, and customer satisfaction. The Lead provides direct coaching, manages escalations, supports training efforts, and acts as the Manager’s delegate when needed.

This position is based in Houston, and the ideal candidate will be within commutable distance of the Houston office location.

RESPONSIBILITIES

• Lead and assist the Customer Care & Success Manager in supervising customer care and retention teams through recruitment, training, coaching, and performance feedback.
• Provide daily guidance to representatives and reinforce service standards and expectations.
• Help create and maintain training materials, process documentation, and quality assurance processes.
• Monitor team KPIs, flag performance issues, and recommend improvements.
• Ensure consistent adherence to company policies and regulatory requirements.
• Handle escalated customer issues and responses (PUC/BBB) across all communication channels.
• Support efforts to drive customer satisfaction, retention, and issue resolution.
• Reinforce a customer-first culture within the team.
• Review performance data and assist in identifying trends and opportunities.
• Provide insights and recommendations that enhance operations and customer outcomes.
• Assist in the rollout and adoption of new tools, systems, and AI-driven solutions.
• Partners with internal teams (operations, compliance, product, technology) to address systemic issues and support service enhancements.
• Communicate feedback and observations that help improve customer processes.
• Serve as the lead acting when the Customer Care & Success Manager is unavailable, ensuring operational continuity and effective decision-making.

Required competencies

• Analytical - Proven problem-solving capability with strong analytical skills,
• Stakeholder Engagement – Understands the importance of seeking out relationships and working with others toward a shared goal.
• Effective Communication - Strong verbal and written communication skills.
• Agility - Demonstrate willingness to modify position as needed to meet the needs of the business.

REQUIRED Experience

• Bachelor’s Degree.
• 2+ years of previous experience in a customer care/customer success or contact center supervisor/lead role.  
• Strong effective communication, coaching, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with CRM platforms, contact center tools, and performance metrics.
• Previous experience partnering with Third-Party Vendors.
• Proficiency in Microsoft Office Suite – with strong Excel required.
• Proficient in operational streamlining, risk mitigation and automation.
• Strong problem-solving, multitasking, and prioritization abilities; deadline oriented.
• Eligible to work in the U.S. without sponsorship.

PREFERRED EXPERIENCE

• Customer care/success in Retail Energy and/or Utility management experience a strong plus.
• Experience working with ISOs; familiarity with ESG Titanium preferred.
• Prior experience managing BPO sites is preferred.
• Prior exposure to ERCOT and PJM market operations is preferred.
• Bilingual Proficiency in English and Spanish

COMPENSATION: $75,000 - $95,000 salary

Attention external recruitment firms, we will not accept any unsolicited resumes at this time. Please do not contact any internal member of our company to discuss the position or to solicit candidates.

Chariot Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. www.mychariotenergy.com

About TTC

The Testing Consultancy is a global specialist software testing company with a focus on helping organizations transform the way they deliver quality software. We have broad capabilities across a wide range of testing areas including performance engineering, load testing, automation, and enterprise application testing. Our solutions enable clients to increase the speed and quality of software delivery while reducing risk and cost.

Perks of working for TTC

• Hybrid
• Open to FT and C2C
• Competitive Base Salary
• Work Life Balance
• Relaxed Work Environment
• Growth and Development Opportunities

Summary

The primary purpose of the NeoLoad Consultant role is to lead and deliver performance testing services using NeoLoad in alignment with industry standards and best practices. The consultant will design, develop, and execute performance test strategies, interpret results, and provide recommendations that ensure application stability and scalability. Experience with Maximo and utility industry environments is considered a strong plus. Experience with TOSCA is preferred. The consultant will also mentor QA personnel on performance testing methodologies and NeoLoad scripting.

Candidates may be located anywhere. Being based in Houston is a plus.

Responsibilities

• Consult with customers to design and implement comprehensive performance testing activities using NeoLoad
• Develop performance test plans, scripts, scenarios, and execution strategies aligned with system requirements
• Execute load, stress, endurance, and scalability tests and analyze performance results
• Identify performance bottlenecks and recommend engineering optimizations
• Collaborate with development, architecture, and infrastructure teams to troubleshoot performance issues
• Support performance testing for upgrades, integrations, and major deployments
• Identify and implement improvements for performance testing processes and methodologies
• Establish and evolve performance engineering practices to align with industry best practices
• Serve as the primary point of contact for performance testing activities and customer communications
• Mentor QA members to enhance the team’s performance testing and NeoLoad capabilities

Technical Skills

• Strong hands-on experience with NeoLoad including scripting, parameterization, correlation, execution, and results analysis
• Understanding of performance engineering concepts including scalability, load modeling, and root cause analysis
• Experience with enterprise applications. Maximo experience is a strong plus
• Experience working in utility industry environments is a strong plus
• Experience using monitoring tools such as Splunk, Dynatrace, AppDynamics, or Grafana
• TOSCA experience or knowledge is preferred
• Strong communication skills with the ability to explain technical findings to stakeholders
• Ability to work independently and meet deadlines in complex delivery environments
• Strong analytical and problem-solving skills
• Experience working in Agile and Waterfall environments

Qualifications

• Bachelor’s Degree in Business, Information Systems, Computer Science, Engineering, or a related field
• Seven or more years of experience in Software Development, Quality Assurance, or Performance Engineering
• Three or more years of hands-on NeoLoad performance testing experience required
• Maximo or utilities industry experience is a strong plus
• TOSCA experience preferred
• ISTQB or Performance Engineering certification preferred

If your experience or qualifications are similar to what we are seeking, please consider applying. Experience comes in many forms and skills may be transferable, but passion for your career cannot be substituted. At TTC, we value diversity and encourage everyone to apply.

About TTC

The Testing Consultancy (TTC) is a global specialist software testing company with a focus on helping organizations transform the way they deliver quality software. We have broad capabilities across a wide range of testing areas that  our clients to increase the speed and quality of software development while reducing risk and cost.

Perks of working for TTC

• Competitive Base Salary
• Medical, Dental, Vision Benefits
• 401K w/ company match
• Paid Time Off
• Paid Holidays
• Work Life Balance
• Relaxed Work Environment
• Growth and Development Opportunities

What we're seeking

The Test Architect plays a key strategic role responsible for defining, designing, and implementing the overall test architecture, frameworks, and quality standards across the software development lifecycle. This role ensures that testing practices are efficient, scalable, and aligned with business and technical objectives. Previous work experience of Tricentis tools (Tosca and Qtest mandatory)

As a senior member of the quality engineering team, the Test Architect collaborates with cross-functional teams including development, DevOps, product, and business stakeholders. The test architect will provide technical leadership in test automation, CI/CD integration, performance testing, and test data management, while also mentoring QA teams and championing best practices.

This role is critical in building a culture of continuous quality, driving innovation in testing approaches, and ensuring high levels of software reliability, performance, and customer satisfaction.

Working 4 days at onsite is mandatory (zero exceptions)

Requirements

• Designing enterprise-level test strategies and roadmaps 
• Strong understanding of test lifecycle, SDLC, and DevOps/Agile methodologies 
• Ability to align testing with business goals and technical constraints 
• Knowledge of test environment management and service virtualization 
• Define the overall test architecture for systems and applications. 
• Create test strategies that align with development goals (Agile, DevOps, CI/CD). 
• Select appropriate testing tools and frameworks based on the project requirements. 
• Plan for different testing types: functional, non-functional, regression, automation, performance, security, etc. 
• Design and develop scalable, maintainable, and reusable test automation frameworks. 
• Choose and implement suitable test design patterns (e.g., Page Object Model, BDD, Keyword-driven testing). 
• Ensure frameworks support cross-platform testing (web, mobile, APIs). 
• Guide and mentor QA engineers, test leads, and automation testers. 
• Collaborate with DevOps teams to integrate automated tests in CI/CD pipelines. 
• Advocate for best practices in testing, code quality, and test coverage. 
• Evaluate and recommend test tools (Tricentis application mandatory). 
• Set up and manage test environments and infrastructure (test labs, cloud testing, device farms). 
• Ensure test data management and mock services are in place for isolated testing. 
• Work closely with product owners, developers, DevOps, and business analysts. 
• Mentor QA and automation teams in Tosca scripting, best practices, and debugging. 
• Act as a Tosca SME (Subject Matter Expert) to support multiple test teams across projects. 
• Facilitate workshops, training sessions, and reviews on Tosca and CI/CD tooling. 
• Present test metrics, dashboards, and reports to stakeholders. 
• Participate in architecture reviews and sprint planning meetings. 
• Define and track test automation KPIs (coverage, flakiness, stability). 
• Use Tosca Reporting, dashboards, and integrations with Jira or test management tools for visibility. 
• Identify quality trends and escalate risks early. 
• Define strategies for performance, load, scalability, and security testing. 
• Guide teams in setting up performance benchmarks and tools (e.g., NeoLoad). 
• Research emerging technologies and trends in testing and automation. 
• Continuously evolve the test process based on feedback and retrospectives. 
• Implement AI/ML in testing, shift-left strategies, and self-healing tests where applicable. 

Common Skills & Tools

• Automation: Tricentis Tool Tosca
• Test Management Tools: qTest, Jira
• CI/CD: Jenkins, GitLab, GitHub Actions, Azure DevOps
• Cloud & DevOps: Docker, Kubernetes, AWS/GCP/Azure
• Programming: Java, Python, JavaScript, etc.
• Tosca: Modules, Test Case Design, TDS, DEX, Tosca Commander, Tosca CI
• Manufacturing experience preferred

If your experience or qualifications is similar to our ideal of a successful candidate, please consider applying. Experience comes in many ways; skills may be transferred, but passion for your career can't be substituted. At TTC, we understand the importance of diversity and how much value it brings to the table. Diversity brings about creativity and new perspectives, which is why we beckon everyone to apply.