[Hiring] Customer Success Associate @Somewhere

Role Description

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
• 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, and 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.

Qualifications

• 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

• 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.