Customer Service Lead

📋 Description • Own the end-to-end customer experience for thousands of homeowners making the switch to solar and other clean-energy products. As Customer Service Lead you will set the tone, standards, and strategy for every interaction—from the first “hello” to post-installation support—ensuring Palmetto’s brand promise of simplicity, transparency, and trust is delivered consistently across phone, chat, email, SMS, and social channels. • Build, coach, and scale a distributed team of 15–25 customer advocates who operate in multiple U.S. time zones. You will design onboarding curricula, craft quality-scorecards, run weekly calibration sessions, and create career-path frameworks that turn frontline agents into subject-matter experts and future team leads. • Translate complex energy concepts into plain language. You will author and maintain a living knowledge base (articles, macros, call-flows, and video snippets) that empowers agents to explain utility interconnection, net-metering, tax-credit eligibility, and financing options in under two minutes—while staying 100 % compliant with state regulations and Palmetto’s legal guidelines. • Turn customer feedback into product gold. By tagging and trending every contact reason in Zendesk (or similar CRM), you will surface weekly insights to Product, Engineering, and Field Ops—driving bug fixes, installer checklists, and app UX improvements that reduce “Where’s my install?” calls by double digits quarter over quarter. • Own the KPI dashboard. Targets include <60-second average speed of answer, <5 % abandon rate, >90 CSAT, and <1 % escalation rate. You will forecast volume using historical seasonality and marketing campaign calendars, then flex staffing through a blend of full-time employees, part-time flex pools, and BPO partners. • Champion a “remote-first but never distant” culture. You will schedule virtual coffee chats, peer-shadowing, and recognition shout-outs; ship surprise swag boxes; and run quarterly in-person summits that keep morale high and turnover low—even when teammates are spread from Portland to Miami. • Be the calm in the storm when hurricanes, supply-chain delays, or utility rule changes spike contact volume 300 %. You will draft crisis-communication templates, set up war-room Slack channels, and loop in Legal, PR, and Executive teams to protect both customer trust and brand reputation. • Pilot next-gen support channels. Whether it’s an AI chatbot that pre-qualifies leads, a video-call option for high-value prospects, or proactive SMS updates on install day, you will run A/B tests, measure ROI, and scale the winners—positioning Palmetto as the Tesla of customer experience in clean tech. • Collaborate cross-functionally every day: sync with Sales Ops to align on lead hand-offs, meet weekly with Field Ops to review NPS by installer crew, and partner with Finance to model cost-per-contact and lifetime-value impacts of service improvements. • Report directly to the VP of Operations and sit on the company’s Customer Council. Your voice will influence Palmetto’s five-year roadmap, from expanding into home batteries and EV chargers to launching community-solar subscriptions in new states. • Embrace Palmetto’s mission-driven culture. You will celebrate every avoided ton of CO₂ with the same enthusiasm as a five-star review, because you know that when customers feel supported, they become lifelong advocates—and the planet wins.