Customer Enjoyment Manager Trainee
☀️ 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:
We are looking for an internal candidate to begin accelerated training to serve as Manager of the Customer team.
Join us as Customer Enjoyment Manager Trainee to bring clean solar energy to Mexico! You’ll work closely with our Customer Enjoyment Team to play a critical role in achieving Bright’s goals by aligning with the company’s priorities. You’ll be responsible for resolving complex inquiries, mentoring analysts, driving process innovation, collaborating across departments, managing costs, tracking performance metrics, maintaining knowledge resources, and inspiring exceptional results to uphold Bright's leadership in Mexico's solar energy market.
🥇 Who you are:
An ambitious and driven natural leader who thrives in evolving environments.
You’re not just looking for a job—you’re ready to embrace the journey of building something impactful from the ground up.
You bring energy and determination to every challenge, with a mindset that focuses on solutions and creating value rather than just going through the motions.
You’re passionate about long-term growth and see the bigger picture, valuing the chance to create something meaningful.
If you’re excited to take on this adventure and aren’t just after short-term perks, we’d love to connect with you!
Your experience and skills:
Technical Skills: You have a bachelor’s degree in Engineering, Business, Communications, or a related field.
Previous experience: You bring 3+ years of experience in customer service, client communication, or operational roles with a focus on measurable results.
Communication: You communicate clearly and effectively, both in English and Spanish, ensuring concise and professional interactions.
Tracking performance: You are proficient in tracking and reporting performance metrics such as CSAT, SLAs, NPS, and other KPIs.
Customer-Centric Mindset: You strive to deliver outstanding experiences at every stage of the customer journey and see every interaction as an opportunity to improve.
Proactive Problem-Solving: You move quickly and efficiently to resolve issues, always seeking innovative ways to improve existing processes.
Leadership Potential: You’ve demonstrated the ability to mentor, coach, or lead a team toward achieving ambitious goals.
Stakeholder Management: You’re skilled at managing relationships, ensuring alignment across teams, and securing commitments with ease.
Data-Driven: You use insights and analytics to inform decisions, optimize processes, and drive performance improvements.
Ownership Mentality: You take full responsibility for tasks and outcomes, never settling for less than excellence.
Passion for Sustainability: You’re motivated by a mission-driven environment, committed to making a difference in renewable energy.
Nice to have:
Customer service tools: You have experience using customer service tools like Zendesk, Salesforce, or similar platforms.
Operational Costs: Familiarity with managing operational costs, staffing forecasts, or team performance.
Renewable Energy: You have background in renewable energy or sustainability-focused industries.
Proactivity: You have experience leading cross-functional projects or initiatives.
💻 Your tasks and responsibilities will be:
This involves leading the Customer Experience team to resolve complex inquiries, enhance satisfaction, and set new benchmarks for excellence. You will mentor and coach analysts to achieve their OKRs, drive innovation by improving processes, and foster collaboration across departments to streamline workflows.
Take charge of complex customer inquiries, resolve issues promptly, and set new benchmarks for customer satisfaction.
Mentor and coach CE analysts to achieve and surpass their OKRs while creating opportunities for continuous learning and development.
Spearhead experiments to improve existing processes, document innovations, and ensure scalable solutions that enhance customer experience.
Partner with department managers to address escalations, align interdepartmental efforts, and streamline workflows.
Track key performance metrics (CSAT, SLAs, NPS, etc.) and ensure dashboards provide real-time insights for effective decision-making.
Own CE operational costs, including staffing and compensations, while maintaining a high standard of efficiency and customer care.
Keep the CE Department Wiki updated with process guidelines, communication scripts, and roadmaps to support team alignment.
Motivate and inspire your team to deliver exceptional results, ensuring Bright remains the leading solar energy provider in Mexico.
🎯 Your Key Results will be:
At Bright we operate on the Objective Key Results System pioneered at Intel, and used widely by Google and many tech companies. For this specific role, your Key Results (upon which your success will be measured) is:
Objective: Deliver exceptional customer experiences and maintain operational excellence by achieving and exceeding key performance metrics.
Key Result 1: Maintain a 95% Customer Satisfaction Score (CSAT) by ensuring high-quality interactions at every touchpoint.
Key Result 2: Resolve 95% of customer tickets within established SLAs, sustaining efficiency and reliability.
Key Result 3: Ensure 100% of customer interactions are accurately documented, supporting data integrity and actionable insights.
Key Result 4: Implement measurable process improvements that drive operational efficiency and enhance team performance.
✅ 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.
☀️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.