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Palmetto is a clean tech company accelerating the transition to renewable energy. This Customer Success Specialist II role is based remotely in the Philippines and focuses on handling complex customer cases, priority escalations, and proactive outreach within solar customer service operations.
Key responsibilities include managing escalated customer issues requiring advanced problem-solving, resolving high-touch priority cases for internal teams, and serving as a technical and operational expert assisting frontline agents. You will work closely with internal departments (Engineering, Field Ops, Billing) to facilitate case resolution.
Proactive customer engagement is central to the role. You will conduct outbound follow-ups for customers with passive or negative NPS scores, identifying pain points and providing solutions. You'll gather customer feedback to improve service quality, identify trends in customer dissatisfaction, and recommend process improvements. Additionally, you will call customers with positive survey scores to request lead referrals for new customers.
The role includes business continuity responsibilities, acting as a backup team for frontline operations during BPO outages or system disruptions, and assisting with load balancing during high call volumes or staffing shortages.
Required qualifications include 2+ years of customer service and escalations experience (solar industry preferred), strong solution-based problem-solving skills related to solar energy systems, and a proactive approach to challenges. You must have excellent verbal and written communication skills with a customer-centric mindset, ability to manage high-pressure escalations professionally, experience with CRM systems (Salesforce preferred) and ticketing tools, and the ability to analyze NPS data and identify customer trends. Spanish bilingual capability is required.
