Role: Customer Success Associate (Roofing & Solar)

Priority Location: South Africa and Philippines / India

Working Hours: 8AM - 5PM (Mon - Fri) EST

Salary Range: $1,500 - $2,000 USD ($) per month

(The final offer is at the client’s discretion and depends on the candidate’s interview result, skills, and experience.)

Type of contract: Independent Contractor

Type of job: Remote

Job Responsibilities:

Sales Support & Proposal Follow-Up

Send proposals and estimates to homeowners following consultations.
Execute structured follow-up campaigns via email, SMS, and occasional phone calls.
Keep prospects engaged throughout the decision-making process, which may range from a few days to several months.
Schedule calls between homeowners and the owner when appropriate.
Maintain consistent communication to keep Affordable Roofing Systems top-of-mind.

Customer Communication

Respond to homeowner questions regarding proposals, pricing, timelines, and service offerings.
Help customers understand differences between competing bids and services.
Customize outreach messages based on each customer's situation rather than relying on scripted or robotic communication.
Deliver a professional, friendly, and consultative customer experience.

Project Completion & Documentation

Assemble post-project completion reports.
Organize project photos, documentation, scope summaries, and deliverables.
Deliver professional completion packages to homeowners after projects conclude.
Ensure customers receive all relevant project information in a timely manner.

Solar Responsibilities:

Solar Monitoring & System Oversight

Monitor manufacturer portals such as:
- SolarEdge
- Enphase
- SMA
- Tesla
Review system alerts, outages, warnings, and performance notifications.
Identify customers experiencing system issues and proactively initiate outreach.

Customer Support & Issue Resolution

Contact homeowners regarding system alerts and performance concerns.
Investigate issues using internal documentation and manufacturer resources.
Coordinate with manufacturer support teams to diagnose and resolve problems.
Manage communication throughout the troubleshooting process.
Ensure all customer issues are fully resolved and properly documented.

Vendor & Subcontractor Coordination

Coordinate service visits when field support is required.
Schedule subcontractors and maintain communication between all parties.
Track open issues from initial report through final resolution.
Follow up consistently until the issue is fully closed.

Continuous Learning

Develop familiarity with common solar troubleshooting scenarios over time.
Learn from recurring support situations and apply previous solutions to future cases.
Build expertise using internal playbooks, knowledge bases, and training materials provided by the company.
Prior solar experience is helpful but not required. We will provide training and documentation to help you become successful in the role.

Required Qualifications & Skills:

2+ years of experience in one or more of the following:
- Customer Success
- Account Management
- Inside Sales
- Client Services
- Operations Coordination
- Project Coordination
Excellent written English communication skills.
Strong verbal English communication skills.
Experience handling customer-facing communications.
Ability to personalize messages and avoid generic or templated responses.
Strong internet research and problem-solving abilities.
Comfortable learning new software platforms and workflows.

Preferred Qualifications & Skills:

Experience supporting residential home services businesses.
Experience with roofing, construction, property services, or solar companies.
Experience working with remote teams.
Familiarity with customer support ticketing or CRM systems.
Experience coordinating vendors, subcontractors, or field service teams.

Ideal Candidate Profile:

We are looking for someone who is:

Exceptionally organized and detail-oriented.
Customer-focused and empathetic.
Comfortable communicating with homeowners via email, text, and phone.
Strong at following processes while also exercising independent judgment.
Naturally proactive and able to work autonomously.
Skilled at managing multiple conversations and projects simultaneously.
Curious, resourceful, and capable of solving problems independently.
Able to communicate in a professional, polished, and personalized manner.

Why Join Us:

Work directly with an entrepreneurial owner and former Google leader.
Join a growing residential roofing and solar business with a strong reputation.
Gain exposure to sales, customer success, operations, and renewable energy.
Enjoy meaningful ownership and autonomy in your role.
Help build systems and processes that directly impact company growth and customer satisfaction.

If you enjoy solving problems, communicating with customers, and creating exceptional experiences while supporting a growing business, we'd love to meet you.

Customer Success Associate (Roofing & Solar) - 19942