Description of the mission

ROLE OVERVIEW

Helios is seeking a Customer Success & Sustainability Officer to own the post-installation experience for our growing customer base. This role integrates customer support, system performance monitoring, and sustainability impact tracking to ensure each installed system delivers strong energy generation, measurable cost savings, and documented environmental benefits.

You will be the primary relationship owner for Helios customers after commissioning and a key contributor to our portfolio of distributed energy assets. You will catch performance issues before customers notice them, help customers understand the value their system is generating, and translate technical data into clear sustainability insights that matter to homeowners and stakeholders alike.

As a fast-growing startup, Helios values team members who are not only process-oriented but genuinely hands-on. The ideal candidate is comfortable working across systems and people — managing tickets and dashboards one moment, explaining CO₂ savings to a customer the next.

KEY RESPONSIBILITIES

Customer Success & Support

Serve as the primary point of contact for customers after system commissioning
Respond to inquiries and concerns in a timely, professional, and empathetic manner
Walk customers through their monitoring platform, production reports, and savings dashboards
Provide first-level technical guidance so customers feel confident, not confused

System Performance Monitoring

Track live energy generation across Helios' installed PV portfolio
Compare actual vs. expected output — and escalate when something dips
Identify faults, outages, and inefficiencies before they become customer complaints
Own each issue from detection through full resolution

Issue Coordination & Resolution

Triage and manage technical issues including outages, faults, and monitoring gaps
Coordinate with O&M teams for maintenance and repairs, keeping customers informed at every step
Manage warranty claims and ensure issues are fully resolved and documented

Sustainability & Impact Tracking

Track and report key impact metrics across systems: energy generation (kWh), estimated savings (₱), and avoided emissions (tCO₂e)
Translate technical data into clear, customer-friendly sustainability insights
Proactively communicate environmental and financial impact to customers
Support internal reporting for impact publications, investor updates, and partnerships
Contribute to improving Helios' methodologies for measuring and reporting climate impact

Reporting & Continuous Improvement

Maintain accurate records of customer interactions, system performance, and issue resolutions
Generate regular reports on customer issues, portfolio performance trends, and sustainability metrics
Surface recurring patterns and bring concrete recommendations for process and product improvement

Profile

QUALIFICATIONS

Required

Bachelor's degree in Business, Engineering, Sustainability, or a related field
2–4 years of experience in customer success, technical support, or account management
Demonstrated ability to explain technical or data-driven concepts clearly to non-technical audiences
Comfort working with performance data — interpreting trends, generation output, and system metrics
Strong problem-solving skills and a track record of owning issues end-to-end
High attention to detail and personal accountability
Proficient in CRM tools, spreadsheets, and monitoring platforms

Preferred

Background in renewable energy, solar PV, or sustainability is a strong advantage
Familiarity with solar monitoring platforms and basic system performance indicators
Experience working in a startup or high-growth company environment
Basic understanding of sustainability metrics, including carbon accounting (tCO₂e)
Experience supporting or coordinating with field operations or technical teams

Click here to apply

Helios

Helios aims to put solar panels on the roofs of every home in Southeast Asia. We design solutions that take the friction out of the solar PV system sales and installation process.

Website
Company
< 15 persons

Helios did not yet communicate its impact measurement.

This structure did not communicate to us the labels or certifications that it was able to obtain.

Helios

Helios aims to put solar panels on the roofs of every home in Southeast Asia. We design solutions that take the friction out of the solar PV system sales and installation process.

Website
Company
< 15 persons

Helios did not yet communicate its impact measurement.

This structure did not communicate to us the labels or certifications that it was able to obtain.

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