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Team Lead, Customer Success (Spanish Bilingual)

5 hours, 13 minutes ago
Philippines
Full-time
Mid Level
Technical Lead
Software Development
Apply Now
Palmetto

Palmetto

Palmetto specializes in designing, financing, and installing solar energy systems and other clean technologies, making it easier and more affordable for customers to transition to sustainable energy solutions while promoting social impact and sustainab...

Renewable Electricity
251-1K
Founded 2010
$628M raised
View All Jobs 4

Description

  • Supervise and mentor a team of 7-15 customer service agents to drive engagement and performance.
  • Conduct regular coaching sessions, one-on-one meetings, and team huddles to improve service delivery.
  • Monitor real-time and historical performance metrics to ensure KPI adherence and customer satisfaction.
  • Review calls, emails, and chat interactions to provide feedback and create performance improvement plans.
  • Coordinate with workforce management to optimize staffing and scheduling.
  • Escalate operational risks or service disruptions and help implement mitigation strategies.
  • Identify trends in customer feedback, complaints, and escalations to improve service processes.
  • Partner with Quality Assurance, Training, and Knowledge Base teams to strengthen agent enablement.
  • Collaborate with the Customer Experience Manager and other departments to resolve complex issues and improve service-level strategies.

Requirements

  • 3+ years of experience in customer service, preferably in a leadership or supervisory role.
  • Experience managing a remote or international team is a strong plus.
  • Background in solar, energy, or a similar technical industry is preferred but not required.
  • Proficiency in workforce tools, CRM platforms, and reporting dashboards.
  • Excellent written and verbal communication skills in English and Spanish, with the ability to deliver constructive feedback clearly.
  • Strong communication and interpersonal skills.
  • Strong problem-solving abilities and a proactive mindset.
  • Ability to thrive in a fast-paced, customer-centric environment.

Benefits

  • Unlimited PTO.
  • Medical, dental, and vision coverage.
  • Paid parental leave.
  • Retirement plans.
  • A comprehensive benefits package.
  • Promote-from-within culture with opportunities for career growth and talent development.

Interested in this position?

Apply directly on the company website

Apply Now

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