Customer Experience Strategist Senior

☀️ 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 Experience Strategist Senior to bring clean solar energy to Mexico! You’ll work closely with our Customer ExperienceTeam to play a critical role in achieving Bright’s goals by aligning with the company’s priorities. You’ll be responsible for delivering exceptional customer experiences, managing complex inquiries, and supporting cross-functional collaboration. Your insights and expertise will contribute directly to improving processes and building a stronger customer engagement framework. If you’ve worked in roles involving customer communication or problem-solving for 2–3 years and are ready to grow, lead, and make an impact, this is the perfect opportunity for you. Leadership experience is a plus, but what matters most is your passion for driving success and inspiring others.

🥇 Who you are:

• Technical Skills: You have a bachelor’s degree in Engineering, Communications, Business, or a related field.

• Previous Experience: You have 2–3 years of experience in roles focused on customer service, client communication, or similar areas.

• Customer-Centric Mindset: You’re skilled at managing challenging interactions, ensuring high customer satisfaction scores, and resolving complex inquiries.

• Leadership Potential: You’ve demonstrated the ability to take ownership of tasks and inspire teams. Experience managing or mentoring others is a plus.

• Problem-Solving Expertise: You approach challenges with structure and creativity, implementing solutions that drive efficiency.

• Public Speaking: You’re confident presenting ideas, guiding discussions, and facilitating communication across teams.

• Proactivity: You identify opportunities for improvement and take the initiative to implement them.

• Passion for Sustainability: You believe in creating a better future and are motivated by a mission-driven environment.

• Data-Driven Approach: You use metrics and insights to inform decisions and track success.

• Nice to have:

  • Leadership experience: Experience leading or mentoring teams.

  • CRM tools: Familiarity with CRM tools like Zendesk or similar platforms.

  • English: You are comfortable communicating concisely in English.

💻 Your tasks and responsibilities will be:

• This involves leading customer excellence by resolving complex inquiries promptly and professionally, ensuring high satisfaction and seamless resolutions. You will support team operations by mentoring junior team members, sharing best practices, and fostering a culture of continuous improvement.

  • Lead Customer Excellence and handle complex inquiries with professionalism, ensuring customer satisfaction and timely resolution.

  • Act as a key resource for junior team members, providing guidance and sharing best practices.

  • Coordinate technical visits and optimize the scheduling process for seamless technical support.

  • Partner with diverse departments across Bright to address escalations and improve processes.

  • Identify trends, recommend improvements, and help design a best-in-class customer experience framework.

  • Cultivate trust and loyalty by ensuring customers feel valued and supported.

🎯 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 uphold operational excellence by meeting and exceeding key performance targets.

    • Key Result 1: Maintain a 95% Customer Satisfaction Score (CSAT), ensuring quality interactions at every touchpoint.

    • Key Result 2: Resolve 95% of customer tickets within established SLAs, demonstrating reliability and efficiency.

    • Key Result 3: Accurately document 100% of customer interactions, guaranteeing data integrity and actionable insights.

    • Key Result 4: Drive measurable operational efficiency gains by contributing to process improvements and implementing best practices.

✅ 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.

• Salary range: $30,000–$34,000 MXN 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.