Customer Success Specialist
☀️ 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 Success Specialist to bring clean solar energy to Mexico! You’ll work closely with our Customer Experience and Operations Teams and play a critical role in achieving Bright’s goals by aligning with the company’s priorities. You’ll 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 problem-solving skills, a customer-focused mindset, and the ability to thrive in a dynamic, fast-paced environment.
💻 Your Responsibilities:
As a Customer Success Specialist at Bright, you’ll play a pivotal role in ensuring our customers’ satisfaction and loyalty. Your responsibilities will be:
Delivering Multichannel Customer Support: Resolving customer inquiries via WhatsApp, email, and phone with empathy and efficiency, aiming for a consistent Customer Satisfaction Score (CSAT) of 95% or higher.
Coordinating Service Visits: Scheduling and manage technical service appointments, ensuring timely follow-ups and smooth execution, with a focus on optimizing customer outcomes.
Driving Collaboration for Success: Partnering with teams across Bright, including Operations and Technical Support, to resolve escalations effectively and refine workflows for seamless operations.
Innovating Service Processes: Analyzing customer interaction data to identify improvement opportunities, implement process enhancements, and measure their impact using defined performance benchmarks.
Fostering Long-Term Customer Relationships: Building trust and loyalty through every interaction, demonstrating Bright’s dedication to creating value and driving positive change.
🥇 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.
Sustainability-Driven: You’re passionate about long-term growth, ensuring every effort contributes to Bright’s success and mission.
Technical Expertise: You hold a bachelor’s degree in Engineering, Communications, Business, or a related field, with 0–2 years of experience in customer-focused roles (e.g., sales, hospitality, or education). Familiarity with CRM tools like Zendesk is a plus.
Problem-Solving Enthusiast: You excel at tackling challenges with creativity and efficiency.
Customer-Centric Mindset: Delivering exceptional experiences is your priority.
Proactive and Adaptable: You identify opportunities for improvement and quickly adapt to new tools and processes.
Nice to have:
CRM Tools: You are familiar with CRM tools like Zendesk or similar platforms.
🎯 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: $20,000–$25,000 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.