Head of Customer Ops

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 Head of Customer Ops to bring clean solar energy to Mexico! Work with our Customer Enjoyment and Billing teams and play a critical role in achieving Brights goals. Youll own solving root causes of problems that lead to customers canceling our services and retaining these customers by offering creative solutions leading crossfunctional teams efforts improving broken processes and ensuring they love us back.

A passion for problemsolving and delivering exceptional customer experiences is essential to excel in this role.

Tasks

Your tasks and responsibilities will be:

• Champion a customerfirst mentality throughout the organization educating on the high leverage benefits of delivering exceptional service. Establish relevant rewards and incentives that support this effort.
• Manage Customer Support: Revamp and scale this group to handle inquiries issues and complaints from customers.
• Manage Customer Success: Establish the staffing processes and tools needed to scale our ability to offer more solar whenever customers increase consumption.
• Develop the customer management tech stack: determine where Zendesk can solve our needs and where additional tools and integrations are needed. Adopt and roll out these tools.
• Feedback Management: Gathering and analyzing feedback from customer interactions defaults decommissioning and NPS surveys to identify areas for improvement and make datadriven decisions.

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:
• Objective: Set Bright on a path to be the leading customeroriented energy company in Mexico (later LatAm)
• Key result: >40 3month trailing NPS
• Objective: Reduce customer churn
• Key result: <20 decommissioning needed per quarter.
• Objective: Enable fast customer resolutions
• Key result: 100% of recurrence prevention action plans are completed under service level agreement.

Requirements

Were looking for someone who:

• You have a deep understanding of operational best practices and a keen eye for identifying root causes and implementing improvements that tackle those surgically
• You want to leave a legacy in the world and care about having an impact bigger than yourself. You are a strong leader with the ability to motivate and inspire a highperforming team.
• You are an excellent communicator with the ability to collaborate effectively across all levels of the organization. (Bonus points for experience in building and scaling customer service teams with a customercentric approach!)
• You have >5 years of customer service management experience

Benefits

Benefits:

• The opportunity to learn firsthand 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 toptier mentorship programs.
• Remote work.
• Savings plan (Caja de Ahorro)

Posicin abierta para personas viviendo dentro de Mxico y/ con documentacin para trabajar dentro del pas.

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