Customer Success Specialist II (Spanish Bilingual)
About the role
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.
Department Description
Palmetto Home is a branch of Palmetto focused on the democratization of the renewable energy and HVAC industries. We provide homeowners with financial products to benefit from solar power, energy storage systems, and home efficiency through advanced heating and cooling technologies. We empower solar and HVAC sales professionals and installation companies with access to our proprietary platform, financing, customer management system, and milestone quality control system. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our growing financial product adoption.
Location
This position will be based remotely in the Philippines.
Summary of Role
As a Customer Success Specialist ll, you will be responsible for handling complex customer cases, priority escalations, and proactive outreach within our solar customer service operations. This role requires in-depth knowledge of solar energy systems, and a commitment to delivering high-quality customer experiences.
You will serve as a critical escalation point for frontline agents, manage high-priority cases for internal teams, and act as a business continuity backup in the event of service disruptions. Additionally, you will conduct proactive outreach to passive and negative NPS customers to address concerns before they escalate. Furthermore, you will reach out to customers who provided positive survey scores to request lead referrals for new customers.
We are looking for individuals with a solution-based mindset—someone who doesn’t just ask “What do I do?” but comes prepared with proposed solutions and a proactive approach to problem-solving.
This is an exciting opportunity to play a key role in improving efficiency, response times, and overall customer satisfaction in our newly structured Customer Success Specialist team.
Strategic & Tactical
- Escalation & Complex Case Management
- Handle escalated customer issues that require advanced problem-solving.
- Resolve high-touch priority cases for internal teams, ensuring timely resolution.
- Serve as a technical and operational expert, assisting frontline agents with complex inquiries.
- Work closely with internal departments (e.g., Engineering, Field Ops, Billing) to facilitate case resolution.
- Proactive Customer Engagement & NPS Management
- Conduct outbound follow-ups for customers with passive or negative survey responses to address concerns and improve satisfaction.
- Reach out to customers who provided positive survey scores to request lead referrals.
- Identify recurring issues and collaborate with teams to improve processes.