Sr Customer Service Analyst
Sr Customer Service Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
About Bright:
Hey there! Were Bright a fintech solar energy startup on a mission to reverse climate changestarting in Mexico. As Mexicos leading rooftop solar platform we simplify the process of solar adoption through automation overseeing everything from financial solutions to installation. Backed by top investors like First Round Capital Y Combinator and Leonardo DiCaprio were scaling rapidly while keeping a fun rewarding and purposedriven work environment. At Bright our values shape everything we docheck them out here and join us in making a real impact!
About the position:
Join us as a Sr. Customer Service Analyst to bring clean solar energy to Mexico! Youll work closely with our Customer Experience and Operations Teams and play a critical role in achieving Brights goals by aligning with the companys priorities. Youll be responsible for delivering exceptional customer support through multichannel platforms coordinating seamless service visits and driving continuous improvement in service processes to enhance customer satisfaction. You will collaborate with Technical Support and Sales to ensure a smooth customer journey and resolve escalations efficiently. Success in this role requires excellent problemsolving skills a customerfocused mindset and the ability to thrive in a dynamic fastpaced environment.
Tasks
Your Responsibilities:
- Lead Customer Support Excellence: Oversee multichannel service operations (WhatsApp email phone) ensuring a 95% Customer Satisfaction Score (CSAT) while setting best practices for the team.
- Optimize Service Processes: Identify inefficiencies in workflows propose and implement process improvements and measure their impact through datadriven insights.
- Manage and Resolve Escalations: Handle highlevel customer concerns collaborating with Operations Technical Support and Sales to ensure timely and effective solutions.
- Develop and Mentor Team Members: Provide guidance and training to junior Customer Success Specialists fostering a culture of continuous learning and growth.
- Drive Customer Retention Strategies: Build longterm relationships with customers by proactively addressing pain points and identifying opportunities to enhance their experience.
Requirements
Who you are:
- Experienced Customer Success Leader: 3 years of experience in customer success account management or operations preferably in a highgrowth environment.
- ProblemSolving Expert: You excel at identifying and resolving customer issues efficiently and creatively.
- Strategic Thinker: You understand the bigger picture and proactively work to improve customer success processes and retention strategies.
- TechSavvy & DataDriven: Comfortable with CRM tools (e.g. Zendesk) and using customer data to drive decisionmaking.
- Strong Communicator: Ability to navigate complex conversations with customers and internal stakeholders with clarity and empathy.
- Passionate About Sustainability: Youre dedicated to making a real impact in the clean energy transition.
Key Results (OKRs):
Your success will be measured by:
1 Maintaining a 95% Customer Satisfaction Score (CSAT) through highquality interactions and strategic improvements.
2 Ensuring 95% resolution of customer tickets within SLA optimizing service efficiency and reliability.
3 Leading at least 3 process improvements per quarter contributing to the continuous evolution of Brights customer experience.
Benefits
Benefits:
- Work in Mexicos fastestgrowing startup in the solar energy space.
- Join a highcaliber team that values trust ownership and innovation.
- Leadership opportunities and room for professional growth.
- Possibility to earn equity in Bright.
- Private health insurance and costfree mental health care.
- Parental leave and access to toptier mentorship programs.
- Salary range: Competitive based on experience.
Equal Opportunity Employer:
Bright is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.
Employment Type
Full Time
