Customer Enjoyment Junior Analyst

☀️ About Bright:

Hey there! We’re Bright, a fintech solar energy startup on a mission to reverse climate change, starting in Mexico. As Mexico's 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, we're poised for exponential growth while maintaining a fun and rewarding work environment.

💼 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 with the company's priorities. You'll be responsible for efficiently resolving client issues, scheduling technical visits, and managing communications via phone and WhatsApp. You will also collaborate closely with the Operations and Maintenance teams to ensure the completion of Service Level Agreements (SLAs) and enhance customer satisfaction. Together, we can make a significant impact in the renewable energy sector!

🥇 Who you are:

• You have a minimum of 2  years of experience in customer service.

•  You have a minimum of 1 year of call center experience.

• Troubleshooting and Problem-Solving:

• You have demonstrated expertise in achieving high levels of customer satisfaction and loyalty. This includes resolving customer issues with a Customer Satisfaction Score (CSAT) above 90%, consistently meeting over 90% of Service Level Agreements (SLAs), and reducing resolution times by more than 15%. Additionally, you have implemented feedback mechanisms that significantly increased customer retention rates and are able to manage over 50 customer calls per day efficiently.

• You have a bachelor's degree, preferably in Communications, Marketing, Psychology or environmental engineering.

• Preferred:

•  You are comfortable speaking English and communicating concisely.

• You have completed courses or certification programs specifically designed to improve customer service skills, including techniques such as active listening and conflict resolution.

• You have experience in the solar energy sector, demonstrating a strong understanding of renewable energy solutions and their implementation.

💻 Your tasks and responsibilities will be:

• Customer Happiness Goal: 

• Achieve a 100% satisfaction score in responding to customer support tickets.

• (I.e. Regularly monitor the ticket queue and prioritize incoming tickets to ensure a quick response. Listen and understand the customer’s problem before replying. Acknowledge their concerns empathetically). 

• Improving Customer Experience:

• Listening empathetically to understand customer issues.

• (I.e. Whether over the phone, email, or WhatsApp, ensure you fully grasp their issue before responding).

• Communicating clearly to efficiently resolve concerns.

• (I.e. Provide clear, concise explanations when offering solutions. Tailor your communication to the customer’s level of understanding, ensuring you avoid technical jargon where possible).

• Providing support via phone, email, WhatsApp, and other channels.

• (I.e. Switch seamlessly between communication channels (phone, email, WhatsApp) based on customer preference, while maintaining consistency in the tone and quality of service across all platform).

• Using CRM tools like Zendesk to manage and track cases.

• (I.e. Keep cases updated with accurate notes to ensure seamless handoffs if needed).

• Collaborating cross-functionally to implement solutions.

• (I.e. If a customer’s issue requires the involvement of another team (e.g., operations, technical support), collaborate efficiently by escalating tickets through proper channels and maintaining communication).

• (I.e. Proactively follow up with internal teams to ensure that the solution is implemented in a timely manner, and keep the customer informed of progress)..

• Proactively identifying opportunities to improve processes.

• (I.e. While addressing customer issues, take note of recurring problems or areas where processes can be streamlined. Share these insights with your manager or team during feedback sessions).

• (I.e. Suggest improvements or alternative approaches that can prevent similar issues from affecting other customers in the future).

• Consistently exceeding customer satisfaction targets.

• (I.e. Regularly review feedback and identify ways to improve based on customer inpu)t.

• Following up in all your customers’ requests.

• (I.e. After resolving a case, follow up with customers to ensure they are satisfied with the solution provided. A simple check-in can reinforce a positive experience and increase the likelihood of receiving high satisfaction scores).

• Efficient Customer Support:

• 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:

• Objective: Become the solar energy company with the best service in Mexico.

• Key Result 1: Ensure 95% customer satisfaction score (CSAT).

• Key Result 2: Ensure 95% of standard procedures are resolved within SLAs.

• Cover 100% of your assigned schedules

• 100%  tickets with  proper follow up.

• 100% of customer tickets created within documented timeframes.
  

✅ Benefits:

• The opportunity to learn firsthand about the distributed generation regulatory scheme in México 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.

• Parental leave.

• Access to top-tier mentorship programs.

• Remote work.

• Remote work (48 hrs a week).

• Salary range: $15,000 to $17,500 monthly gross.

  ☀️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.