Jr. Customer Support 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 scaling rapidly while keeping a fun, rewarding, and purpose-driven work environment. At Bright, our values shape everything we do—check them out here and join us in making a real impact!
💼 About the position:
Join us as a Jr. Customer Support Analyst to bring clean solar energy to Mexico! Work with our Customer Support team and play a critical role in achieving Bright’s goals by aligning with the company's priorities. You'll be responsible for being the primary point of contact for customers, handling inquiries and simple technical issues, and coordinating maintenance visits. You will collaborate with Customer Experience and Operations teams, using multiple communication channels like phone, WhatsApp, and Bright Talks to drive a seamless and hassle-free service experience.
💻 Your Responsibilities:
As a Jr Customer Support Analyst at Bright, you’ll play a pivotal role in ensuring our customers’ satisfaction and loyalty. Your responsibilities will be:
Manage inbound communications: Answer customer inquiries via WhatsApp, phone, and Bright Talks, ensuring a high-quality service experience.
Solve common issues: Address concerns such as high electricity bills, basic troubleshooting, scheduling preventive maintenance, and answering general questions.
Handle service appointments: Schedule and follow up on technical visits and maintenance services, ensuring smooth execution.
Resolve monitoring alerts: Act on offline system alerts, coordinating solutions with internal teams when necessary.
Maintain accurate records: Log all customer interactions in the system to support service tracking and improvements.
🥇 Who you are:
A Passionate “Builder”: You are committed to creating impactful solutions that align with our mission to bring clean solar energy to Mexico. You are not just looking for a job, but are eager to engage fully in building solutions from the ground up.
A Solution-Oriented and Value-Driven Contributor: You bring energy and determination to every challenge, focusing on finding solutions and creating value rather than simply going through the motions. This mindset allows you to make a tangible impact and drive meaningful change.
A Long-Term Growth Mindset: You are passionate about sustainable growth, always keeping the bigger picture in mind. You understand that every effort you put in contributes to something meaningful and lasting, ensuring long-term success for both yourself and the company.
A proactive problem solver: You enjoy helping customers and providing them with clear, effective solutions.
A detail-oriented multitasker: You can handle a high volume of interactions while maintaining efficiency and accuracy.
A resilient and adaptable professional: You work well under pressure and can handle fast-changing priorities.
An excellent communicator: You express yourself clearly in Spanish (English is a plus but not required).
Technical Experience:: You have at least 6 months of experience in customer service, call centers, or related roles. A degree is not required for this position.
Nice to have:
You can navigate customer service tools (CRM knowledge is a plus but not required).
🎯 Key Results (OKRs):
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 surpassing performance benchmarks.
Key Result 1: Achieve a 95% Customer Satisfaction Score (CSAT) by delivering consistent, high-quality interactions at all customer touchpoints.
Key Result 2: Resolve 95% of customer tickets within established SLAs, ensuring efficiency and dependable service.
Key Result 3: Log 100% of customer interactions accurately to maintain data integrity and enable actionable insights for continuous improvement.
✅ 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: $11,250–$15,000 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.