Customer Service Lead
Palmetto Clean TechnologyCompany 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 remote based in the Philippines.
Summary of Role
Palmetto LightReach is looking for a Customer Service Lead to lead a high-performing team of customer service representatives in the Philippines. This role will be responsible for overseeing daily operations, ensuring service excellence, and driving continuous improvement in customer interactions. The ideal candidate will be an experienced leader with a passion for coaching, performance management, and optimizing customer service workflows.
Strategic & Tactical
Team Leadership & Coaching
- Supervise and mentor a team of 7- 15 agents, ensuring high engagement and performance.
- Conduct regular coaching sessions, one-on-one meetings, and team huddles to enhance service delivery.
- Foster a culture of accountability, collaboration, and continuous learning.
Performance & Quality Management
- Monitor real-time and historical metrics to ensure efficiency, adherence to KPIs, and high customer satisfaction.
- Review call recordings, emails, and chat interactions to provide constructive feedback.
- Develop action plans to improve agent performance and customer interactions.
Operational Oversight & Business Continuity
- Collaborate with workforce management to optimize staffing and scheduling.
- Escalate operational risks or service disruptions and implement mitigation strategies.
Customer Experience & Continuous Improvement
- Identify trends in customer feedback, complaints, and escalations to improve service processes.
- Work closely with Quality Assurance, Training, and Knowledge Base teams to enhance agent enablement.
- Champion a proactive service model, ensuring customers receive best-in-class support.
Cross-functional Collaboration
- Work with the Call Center Customer Experience Manager to align team goals with business objectives.
- Partner with other departments (e.g., FinOps, Escalations, Sales) to resolve complex issues efficiently.
- Contribute to process enhancements and the development of service-level strategies.
Qualifications
- 3+ years of experience in customer service, preferably in a leadership or supervisory role.
- Experience managing a remote/international team is a strong plus.
- Background in solar, energy, or a similar technical industry is preferred but not required.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a proactive mindset.
- Proficiency in workforce tools, CRM platforms, and reporting dashboards.
- Ability to thrive in a fast-paced, customer-centric environment.
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.
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