Customer Service Lead - Remote

Overview

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.

In Short

• Lead a team of 7-15 customer service agents.
• Conduct coaching sessions and team meetings.
• Monitor metrics for efficiency and customer satisfaction.
• Review interactions to provide feedback and improve performance.
• Collaborate with workforce management for staffing optimization.
• Identify trends in customer feedback to enhance service.
• Work with other departments to resolve complex issues.
• Champion best-in-class customer support.
• Foster a culture of accountability and continuous learning.
• Ensure alignment of team goals with business objectives.

Requirements

• 3+ years of experience in customer service, preferably in a leadership role.
• Experience managing a remote team is a plus.
• Background in solar or energy industry preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Proficiency in CRM and reporting tools.
• Ability to thrive in a fast-paced environment.

Benefits

• Comprehensive benefits package including unlimited PTO.
• Medical, dental, and vision coverage.
• Paid parental leave and retirement plans.
• Opportunities for career growth and development.
• Supportive company culture prioritizing people and planet.