Remote Customer Success Specialist - Philippines — Columbus

Company Description

Palmetto is a consumer energy platform that provides homeowners with a single destination to discover, purchase, finance, install, monitor and manage home energy products and services. By offering one integrated platform across solar, battery storage, HVAC, heat pumps and more, Palmetto helps homeowners make home energy more affordable, reliable and accessible. Today Palmetto serves hundreds of thousands of homeowners, across 30+ states, building the operating infrastructure for the consumer energy transition, one home at a time.

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.

Reporting

This position will report to the Team Lead, Customer Success.

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 Responsibilities

• 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.
• A positive, team-oriented attitude and willingness to grow into more complex responsibilities.
• Excellent written and verbal communication skills in both English and Spanish, with the ability to deliver constructive feedback clearly (required).

Success Defined

• First Contact Resolution (FCR) – Target: 80%+ of cases resolved without escalation.
• Average Handle Time (AHT) – 12 minutes.
• CSAT Score – Target: 4+ customer satisfaction on post-contact surveys.
• Adherence to SOPs – 100% compliance on required processes and documentation.
• Escalation Accuracy – Minimal rework needed by Tier 2 due to missing info.

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.

To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for four years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full privacy policy.

For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy