Back to jobs
New

Customer Escalation Specialist II

Remote - Philippines

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.

Location

This position will be based remotely in the Philippines. 

Summary of Role 

We are seeking a dedicated and experienced Customer Escalation Specialist to join our Customer Advocacy team within the Customer Experience organization. As a key member of the team, the Customer Escalation Specialist will be responsible for managing and resolving complex customer issues, ensuring that escalations are handled promptly and effectively. This role requires excellent problem-solving skills, a customer-centric mindset, and the ability to work cross-functionally to drive resolutions and enhance overall customer satisfaction. The Customer Escalation Specialist will also serve as a cultural driver, helping Palmetto continue to establish its standing as the client experience leader in the clean technology space.

Strategic & Tactical

  • Escalation Management:
    • Serve as the primary point of contact for escalated customer issues, managing the escalation process from initiation to resolution.
    • Quickly assess the nature and severity of escalations, prioritize cases, and develop action plans to address them.
    • Work directly with customers to understand their concerns, provide timely updates, and ensure their issues are resolved satisfactorily.
  • Cross-Functional Collaboration:
    • Collaborate with internal teams, including customer support, product and business groups, sales, and legal, to gather information and resources needed to resolve escalations.
    • Facilitate meetings and discussions with relevant stakeholders to expedite resolution of escalated issues.
    • Advocate for customer needs and ensure that their feedback is communicated to the appropriate teams for further action.
  • Process Improvement:
    • Identify root causes of recurring escalations and work with cross-functional teams and the VOC program to implement corrective actions and process improvements.
    • Develop and maintain escalation management procedures and best practices.
    • Track and analyze escalation metrics to identify trends and opportunities for improvement.
  • Customer Experience Enhancement:
    • Ensure that escalations are handled in a manner that reinforces customer trust and loyalty.
    • Provide recommendations to improve overall customer experience based on insights gained from handling escalations.
    • Partner with the Voice of the Customer (VoC) program manager to integrate customer feedback into broader customer experience initiatives.

Qualifications

  • 2+ years of experience in customer service and escalations (solar industry preferred).
  • Strong solution-based problem-solving skills, especially related to solar energy systems.
  • A proactive approach to challenges—you come with ideas, not just questions.
  • Excellent verbal and written communication skills with a customer-centric mindset.
  • Ability to manage high-pressure escalations with professionalism and urgency.
  • Experience with CRM systems (Salesforce preferred) and ticketing tools.
  • Ability to analyze NPS data and identify customer trends.
  • Flexibility to support business continuity efforts and assist with frontline operations when needed.

Success Defined

  • Customer contact rate: 24 hour response time to new cases
  • Case resolution time: Target: 95% resolved within SLA 
  • CSAT Conversion Rate – Target: 50%+ converted from neutral to promoter

This role is critical in ensuring exceptional service, proactive customer engagement, and business resilience in our customer support operations. If you're someone who takes initiative, thinks critically, and drives results with a solution-first mindset, we encourage you to apply!

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.

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

Create a Job Alert

Interested in building your career at Palmetto Clean Technology? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Palmetto Clean Technology’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.