Customer Success Analyst

About Bright:

Hey there! Were 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 weve become Mexicos #1 residential solar financier. Weve coordinated everything needed to get solar on homes from financing to installation so customers can go solar with no money down. Weve 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 Success Analyst to bring clean solar energy to Mexico! Work with our Customer Enjoyment team and play a critical role in achieving Brights goals by aligning the Customer Enjoyment team with the companys priorities. Youll be responsible for acting as the customer liaison that coordinates installations across all geographies in Mexico to ensure a great customer experience. This means troubleshooting efficiently with different stakeholders when problems arise ensuring installations are completed within Service Level Agreements and giving effective feedback to all stakeholders (installers warehouse procurement etc.) for constant improvement while offering the best customer experience.

Tasks

Your tasks and responsibilities will be

• Strategic Planning:
• Schedule installations with customers across Mexico according to installer and warehouse availability. Make sure installers arrive on time and customers are ready to receive them.
• Project Management:
• Make sure projects are finished as scheduled within 9 days working closely with the Operations Installercommunication owner.
• Time Keeping:
• Ensure daily checks are implemented to avoid cancellations on visits and ensure Service Level Agreements compliance for Approval of Technical Visits.
• Troubleshooting:
• Generate constant internal improvements and implement Solar Technicians and Installers feedback to strike zero errors for quality installations.
• Apply problemsolving skills and negotiation skills to resolve emergencies in the best interest to both the customer and Bright (ensure any compensations are fair to both).
• Proactivity:
• Iterate current processes and tasks to automate them and make your process scalable through software solutions.
• Ensure solutions are implemented whenever theres a problem on a customers installation.

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) is:

• OKR 1: 95% of Customer Success cases are closed within 110 on SLA vs. 86% SLA achieved per Quarter
• OKR 2: 100% Satisfaction score in Customer Success tickets per Quarter
• OKR 3: Improve customer satisfaction during the installation stage aiming for < 3 Thumbs Down per Quarter

Requirements

Were looking for someone who

• Has at least 1 year of experience in customer service.
• Has the following skills:
• Has SQL skills and database analysis experience.
• You will be the project manager of each installation so your purpose will be to create new proposals to increase efficiency.
• Is concise and clear in communication (Spanish and English).
• You will be in communication with several teams and as our company is remote we need you to have great communication.
• Is organized comfortable with technology and can adapt to rapid structural changes
• As a start up we face many changes in our processes which allows you to lead any project you want intending to increase efficiency.
• Is extremely patient and understanding.
• You will be talking via Whatsapp and telephone with our clients and sometimes theyll have some problems during their installation so you have to be patient and understanding with them to be their support in these challenges.

Benefits

Benefits

The opportunity to learn first hand about the distributed generation regulatory scheme in Mxico while being a part of the fastestgrowing startup in the country.

• A fun highcaliber team that trusts you and gives you the freedom to be brilliant.
• Possibility to earn equity at Bright.
• Private health insurance.
• Access to costfree mental health care.
• Parental leave.
• Access to top tier mentorship programs.
• Remote work.
• Private health insurance.
• Remote work (40 hrs a week).
• Salary range: $15000 $20000 MXN monthly gross.