Team Lead, Customer Success – Spanish Bilingual

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Palmetto

WebsiteLinkedInAll Job Openings

201 - 500 employees

⚡ Energy

💸 Finance

Energy • Finance

Palmetto is a company that offers comprehensive solar energy solutions for residential properties. It provides various solar services including design, financing, installation, maintenance, and energy system management. Palmetto aims to make clean energy accessible with its solar feasibility modeling platform and offers flexible payment options like solar lease, purchase, and subscription plans. The company prides itself on exceptional customer service and social impact, helping homeowners to manage their energy consumption efficiently while reducing their environmental footprint.

📋 Description

• 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. • 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. • Collaborate with workforce management to optimize staffing and scheduling. • Escalate operational risks or service disruptions and implement mitigation strategies. • 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. • 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.

🎯 Requirements

• 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. • Excellent written and verbal communication skills in both English and Spanish, with the ability to deliver constructive feedback clearly (required).

🏖️ Benefits

• unlimited PTO • medical, dental, and vision coverage • paid parental leave • retirement plans • talent development