Customer Success Specialist I at Palmetto Clean Technology

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

05 Jun, 26

Salary

0.0

Posted On

07 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Inbound Calls, Email Communication, Chat Support, Troubleshooting, CRM Systems, Salesforce, Documentation, Issue Triage, Escalation, Empathy, Process Adherence, SOPs, SLAs, Technical Communication

Industry

Software Development

Description

Company Description Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all, we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact—without compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all. Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit—backed by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world. Location This position will be based remotely in the Philippines. Summary of Role As a Customer Success Specialist I, you will be the first point of contact for our solar customers. You’ll handle inbound calls, emails, and chats, providing clear answers, basic troubleshooting, and timely updates. Your focus will be on resolving common customer issues, delivering excellent service, and ensuring that every interaction leaves a positive impression. This role is ideal for someone who enjoys helping people, follows processes closely, and can effectively communicate technical information in simple terms. Tier 1 Specialists are critical to maintaining smooth operations, ensuring accurate documentation, and routing complex cases to the appropriate Tier 2 or escalation teams when necessary. Strategic & Tactical Frontline Customer Support Handle inbound customer contacts (calls, emails, chats) regarding solar system performance, billing questions, and account support. Provide first-level troubleshooting and walk customers through basic steps to resolve issues. Accurately log and update all customer interactions in the CRM system. Set clear expectations on timelines and next steps. Issue Triage & Escalation Identify cases that require escalation to Tier 2 or specialized teams. Follow established SOPs for routing high-priority or technical cases. Gather and document all relevant details to ensure escalations are handled efficiently. Customer Experience & CSAT Focus Demonstrate empathy and professionalism in every interaction. Aim for first-contact resolution whenever possible. Proactively educate customers on how to monitor their solar system performance and where to find helpful resources. Process & Compliance Follow all SOPs for customer communication and data security. Adhere to service-level agreements (SLAs) for response times and resolution. Provide feedback to leadership on recurring issues, trends, or process gaps. Qualifications 1+ year of customer service experience (call center or BPO preferred). Basic familiarity with solar energy systems or willingness to learn quickly. Strong verbal and written communication skills in English. Ability to stay calm and professional under pressure. Comfortable using CRM/ticketing systems (Salesforce preferred but not required). Detail-oriented and able to follow SOPs accurately. Employment is contingent upon the successful completion of a background check. Equal Employment Opportunity Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law. For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy

Responsibilities

As the first point of contact for solar customers, this role involves handling inbound contacts via calls, emails, and chats to provide clear answers, basic troubleshooting, and timely updates regarding system performance, billing, and account support. Specialists are responsible for accurately logging interactions, setting expectations, and efficiently triaging and escalating complex cases to Tier 2 teams following established SOPs.