Customer Escalation Specialist (Spanish Bilingual)

Location: Remote in the Philippines

Company

hirify.global is a clean technology company providing software, financial products, and end-to-end solutions for residential and business electrification through renewable energy.

What you will do

• Manage escalated customer issues from initial assessment through satisfactory resolution.
• Prioritize cases, create action plans, provide customer updates, and handle high-pressure situations with urgency.
• Collaborate with customer support, product, business, sales, and legal teams to resolve complex issues.
• Advocate for customer needs and communicate feedback to relevant internal teams.
• Identify root causes, maintain escalation procedures, and implement process improvements.
• Track escalation metrics, analyze trends and NPS data, and contribute to Voice of the Customer initiatives.

Requirements

• At least 2 years of experience in customer service and escalation management; solar industry experience is preferred.
• Strong solution-based problem-solving skills, particularly related to solar energy systems.
• Excellent verbal and written communication skills with a customer-centric approach.
• Experience with CRM systems and ticketing tools; Salesforce experience is preferred.
• Fluency in both Spanish and English is required.
• Ability to support business continuity and frontline operations when needed; employment is contingent on a successful background check.

Culture & Benefits

• Promote-from-within culture focused on talent development and career growth.
• Purpose-driven work in clean technology with an emphasis on people, planet, and profit.
• Unlimited paid time off.
• Medical, dental, and vision coverage.
• Paid parental leave and retirement plans.
• Collaborative work environment focused on impact and balance.