Customer Enjoyment Junior Analyst

Posted Aug 8

☀️ About Bright:

Hey there! We’re Bright, a fintech solar energy startup on a mission to reverse climate change, starting in Mexico. We do so as a finance and technology layer powering the solar installer and entrepreneurial ecosystem - working hard to simplify the process through automation.

In just a few years, we've become Mexico's #1 residential solar financier. We’ve coordinated everything needed to get solar on homes - from financing to installation - so customers can go solar with no money down. We've raised funding from top investors like First Round Capital, Y Combinator, and Leonardo DiCaprio. They believe, like we do, that we can grow exponentially while having fun and being one of the best places to work in solar.

💼 About the position:

Join us as a Customer Enjoyment Junior Analyst to bring clean solar energy to Mexico! Work with our Customer Enjoyment team and play a critical role in achieving Bright's goals by aligning the team with company priorities. You'll be responsible for providing exceptional customer service to efficiently resolve client issues and ensure an amazing customer experience.

🥇 We’re looking for someone who

  • Ability to communicate clearly, concisely, and persuasively.
  • Strong grammar, spelling, and written communication.
  • Persuasion and negotiation skills to address customer concerns.
  • Active listening skills to understand customer needs.
  • A proactive, positive, and empathetic approach.
  • Openness to feedback and desire to continuously improve.
  • Understanding of the importance of customer experience for retention.
  • Alignment of actions with long-term customer satisfaction goals.
  • Desirable:
  1. Has at least 6 months of experience in customer service.
  2. Exceptional verbal and written communication skills in English
  3. Experience with CRM and multi-channel support (Zendesk, WhatsApp, etc.).
  4. Proven record of delivering outstanding customer service.

💻 Your tasks and responsibilities will be

  • Customer Happiness Goal: 
  1. Achieve a 100% satisfaction score in responding to customer support tickets.
  • Improving Customer Experience:
  1. Listening empathetically to understand customer issues.
  2. Communicating clearly to efficiently resolve concerns.
  3. Providing support via phone, email, WhatsApp, and other channels.
  4. Using CRM tools like Zendesk to manage and track cases.
  5. Collaborating cross-functionally to implement solutions.
  6. Proactively identifying opportunities to improve processes.
  7. Consistently exceeding customer satisfaction targets.
  • Efficient Customer Support:
  1. Strive to resolve 100% of customer support tickets within the agreed-upon timeframe. Success will be measured by how quickly we can solve various issues, considering the entire process from the initial request to resolution.

🎯 Your Key Results will be:

At Bright, we operate on the  OKR system pioneered at Intel and used widely at Google and many tech companies. For this specific role, your Key Results (upon which your success will be measured) are:

  • OKR1: Ensure 100% customer satisfaction score (CSAT).
  • OKR2: Ensure 100% of standard procedures within SLAs.
  1. <150 missed calls in Q2 vs. 450 missed in Q1.
  2. 100% BT responses within 30 minutes.
  3. 0 pending team triage.
  4. 100% of customer issues that require an open ticket for Technical support are open within 5hrs SLA.
  5. Customer requests/issues created during Q2 solved within each priority SLA (counting the SLA from the day tickets/requests are opened): 100% (from 80% in Q1 2024).

✅ Benefits

  • The opportunity to learn firsthand about the distributed generation regulatory scheme in Mexico while being a part of the fastest-growing startup in the country.
  • A fun, high-caliber team that trusts you and gives you the freedom to be brilliant.
  • Possibility to earn equity at Bright.
  • Private health insurance.
  • Access to cost-free mental health care (Terapify). 
  • Parental leave.
  • Access to top-tier mentorship programs (First Round Community). 
  • Savings plan (“Caja de Ahorro”)
  • Course and coupon platform (Bonda). 
  • Remote work.
  • Salary range: $15,000 - $17,500 MXN monthly gross.