Client Satisfaction Junior Representative

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:

Help us bring clean solar energy to Mexico by joining our Customer Enjoyment team at Bright. In this pivotal role you will align team efforts with company priorities and contribute to achieving our OKRs. Your primary responsibility will be to provide exceptional customer support efficiently resolving client issues and ensuring an excellent customer experience.

Tasks

Your tasks and responsibilities will be

• Customer Happiness Goal:
• Achieve a 100% satisfaction score in responding to customer support tickets.
• Improving Customer Experience:
• Listening empathetically to understand customer issues.
• Communicating clearly to efficiently resolve concerns.
• Providing support via phone email WhatsApp and other channels.
• Using CRM tools like Zendesk to manage and track cases.
• Collaborating crossfunctionally to implement solutions.
• Proactively identifying opportunities to improve processes.
• Consistently exceeding customer satisfaction targets.
• Efficient Customer Support:
• Strive to resolve 100% of customer support tickets within the agreedupon 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.
• <150 missed calls in Q2 vs. 450 missed in Q1.
• 100% BT responses within 30 minutes.
• 0 pending team triage.
• 100% of customer issues that require an open ticket for Technical support are open within 5hrs SLA.
• 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).

Requirements

Were looking for someone who

• Communicate effectively briefly and persuasively with customers.
• Demonstrate strong grammar spelling and written communication skills.
• Use persuasion and negotiation skills to handle customer concerns effectively.
• Apply active listening skills to understand and fulfill customer needs.
• Maintain a proactive positive and empathetic attitude.
• Be open to feedback and seek continuous improvement.
• Appreciate the importance of customer experience for retention.
• Align actions with longterm customer satisfaction goals.

Preferred Qualifications:

• At least 6 months of experience in customer service.
• Outstanding verbal and written communication skills in English.
• Experience with CRM platforms and multichannel support tools (e.g. Zendesk WhatsApp).
• Proven track record of providing excellent customer support.

Benefits

Benefits

• The opportunity to learn firsthand about the distributed generation regulatory scheme in Mexico 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 (Terapify).
• Parental leave.
• Access to toptier mentorship programs (First Round Community).
• Savings plan (Caja de Ahorro)
• Course and coupon platform (Bonda).
• Remote work.
• Salary range: $15000 $17500 MXN monthly gross.

Apply directly through your career site at Careers at Bright to the Customer Enjoyment Junior Analyst Position.