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

• 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.