Customer Success Specialist II (Spanish Bilingual)

TL;DR

Customer Success Specialist II (Solar): Managing complex customer escalations and proactive engagement for a clean energy platform with an accent on solar energy systems and NPS recovery. Focus on resolving high-priority cases, driving lead referrals, and ensuring business continuity within the customer support operations.

Location: Must be based in the Philippines

Company

hirify.global is a clean tech company providing end-to-end solutions for home electrification and renewable energy adoption.

What you will do

• Handle escalated customer issues and resolve high-touch priority cases.
• Conduct proactive outreach to passive and negative NPS customers to address concerns.
• Serve as a technical and operational expert for frontline agents.
• Collaborate with internal departments like Engineering and Field Ops to facilitate resolutions.
• Call customers with positive survey scores to request new lead referrals.
• Act as a backup for frontline operations during system disruptions or high volume.

Requirements

• Must be proficient in Spanish to support Spanish-speaking customers.
• 2+ years of experience in customer service and escalations, preferably in the solar industry.
• Strong solution-based problem-solving skills and proactive mindset.
• Experience with CRM systems, specifically Salesforce, and ticketing tools.
• Ability to analyze NPS data and identify customer trends.
• Must be based in the Philippines.

Culture & Benefits

• Promote-from-within culture prioritizing talent development and career growth.
• Comprehensive benefits package including medical, dental, and vision coverage.
• Unlimited PTO and paid parental leave.
• Retirement plans.
• Focus on collaboration, impact, and work-life balance.