Senior Expert Legal Escalations

At Sunrun, we’re on a mission to change the way the world interacts with energy, and we’re building a company and brand that puts power at the center of life. To do it, we’re designing a dynamic culture where employee development, well-being, and safety come first. It’s why we’ve become the #1 home solar and battery company in America. We’re unlike any other residential energy company. Our vertically integrated model gives us total control over every part of the energy lifecycle – from sale through installation and beyond – so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

We’re on a mission to make energy more reliable and affordable for more people. We provide an opportunity with storage and solar to help people access greater energy independence without the big upfront costs. Sunrun is the largest dedicated residential solar and storage company in the country and has a mission to bring stably priced resilient power to the masses. The Senior Escalation Expert serves as the primary point of contact for customers experiencing escalated issues, handling the most high-risk cases, including legal and executive-level escalations. This role is responsible for managing case resolution from start to finish within an assigned region, working cross-functionally with internal teams to ensure efficient scheduling, transparent communication, and timely issue resolution. The Senior Escalation Expert also serves as a team lead, assisting Experts with complex cases, providing guidance, and driving best practices for case management. They proactively identify process gaps, provide insights to improve the customer experience, and play a key role in maintaining customer trust. The ideal candidate is solution-oriented, highly organized, and adept at de-escalating the most challenging situations while maintaining a customer-first approach. They must be extremely proficient in both written and verbal communication, capable of clearly and effectively engaging with all levels of management, including executives, as well as attorneys and regulatory agencies. This person thrives in a fast-paced environment and is committed to delivering clear, consistent, and proactive communication to drive customer satisfaction, ensure compliance, and support team success. ESSENTIAL DUTIES AND RESPONSIBILITIES  Serve as the dedicated case manager for escalated customer issues within an assigned region, overseeing resolution from initiation to completion. Handle multiple escalation categories, which may involve interactions with executives and third parties including insurance third party administrators, attorneys, and regulatory agencies, processing insurance claims, logging into third-party portals, and corresponding with customers on public platforms to ensure comprehensive issue resolution. Investigate and understand the root cause of the customer’s issue to ensure that all related concerns are fully addressed, preventing future re-escalations and ultimately reducing overall contact rates. Drive cost-effective solutions by identifying the most efficient path to resolution while ensuring customer satisfaction. Work to minimize unnecessary expenses, negotiate alternatives where possible, and balance cost control with delivering a positive customer experience. Manage escalations related to solar system performance and home damage, coordinating directly with field crews. Maintain detailed case documentation in company systems, ensuring all interactions, findings, and resolutions are properly recorded. Utilize strong negotiation and problem-solving skills to address customer concerns, prevent escalations, and resolve disputes effectively. Identify recurring issues and contribute to process improvement efforts by sharing insights with relevant regional internal stakeholders. Monitor case trends and proactively engage with regional leadership to refine escalation handling