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Priority Support Specialist

Manila, Manila, Philippines

Company Description

Recognized by Forbes as one of the fastest-growing private companies in the United States, Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.

Our employees are our most valuable resource. Palmetto has a promote-from-within culture for talent development. We offer excellent benefits such as unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans.

As a Priority Support Specialist, 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 Priority Support Specialist team.

Key Responsibilities

🔹 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 NPS scores, identifying pain points and providing solutions.

  • Gather customer feedback to improve overall service quality and escalate systemic issues to leadership.

  • Identify trends in customer dissatisfaction and recommend process improvements.

  • Call customers who provided positive survey scores to ask for lead referrals for potential new customers.

🔹 Business Continuity & Support Backup

  • Act as a backup team for frontline operations in case of BPO outages or system disruptions.

Assist in load balancing during high call volumes or staffing shortages.

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.

 

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

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