Bilingual Customer Advocacy Specialist

Responsibilities

• Serve as the primary point of contact for escalated customer issues, managing the process from initiation to resolution
• Assess the nature and severity of escalations, prioritize cases, and develop action plans
• Collaborate with internal teams including customer support, product, sales, and legal to resolve issues
• Identify root causes of recurring escalations and implement corrective actions
• Track and analyze escalation metrics to identify trends and opportunities for improvement
• Develop training materials and conduct workshops to enhance the team's escalation handling abilities

Requirements

• Bachelor’s degree in Business, Customer Experience, or a related field
• 3+ years of experience in customer support or escalation management
• Bilingual in English and Spanish (written and verbal)
• Experience in consumer experience (B2C or D2C)
• Proficiency with CRM and helpdesk software
• Strong problem-solving and analytical skills

Preferred Qualifications

• Experience in the solar industry
• Experience working in a high-growth startup

About the Company

Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future through software, financial products, and services that drive real environmental impact.