Triage Lead
☀️ 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 Triage Lead and play a pivotal role in Bright’s mission to bring clean solar energy to Mexico! In this role, you will be the cornerstone of our Customer Enjoyment Team, ensuring that every customer concern is accurately captured, promptly assigned, and resolved within SLA. You'll be responsible for guarantee transparency, accountability, and seamless resolution of customer issues. You’ll collaborate closely with the Billing and Sales Teams, ensuring that no customer is overlooked by identifying, tracking, and routing all concerns to the appropriate teams. Success in this role requires a proactive problem-solver with exceptional organizational skills, the ability to manage workflows in a fast-paced environment, and expertise in SLA management and performance tracking.
💻 Your Responsibilities:
As the Triage Lead, you will spearhead exceptional service delivery by overseeing the customer support process, fostering collaboration across teams, and driving measurable outcomes. Your responsibilities will be:
Ensure Timely and Accurate Issue Resolution: Overseeing the end-to-end customer support process to ensure all interactions are resolved within SLA. Proactively communicate across teams to address challenges and maintain transparency.
Zendesk Ticketing and SLA Tracking: Managing Zendesk tickets for every case, ensuring precise tracking from creation to resolution, and implementing systems to enhance tracking efficiency.
Efficient Chat Management: Triaging incoming chats promptly and assigning them to analysts, ensuring no customer inquiry is left unresolved.
Proactive SLA Breach Prevention and Escalation: Identifying potential SLA breaches early, escalating issues to CE Managers and the Section Head to ensure timely resolutions.
Data-Driven Problem-Solving: Analyzing trends in escalations and SLA compliance, recommending process improvements and systemic fixes to enhance the overall customer journey.
🥇 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. Your problem-solving mindset drives you to actively engage in building scalable solutions from the ground up.
A Solution-Oriented and Value-Driven Leader: You bring energy and determination to every challenge, focusing on delivering solutions and creating value that drives meaningful change and long-term success.
A Long-Term Growth Mindset: You are focused on sustainable growth, understanding that your efforts contribute to a larger mission. Your dedication to long-term success ensures lasting impact for yourself and the company.
An Ownership Champion: You take complete ownership of processes, embodying Bright’s commitment to excellence and accountability.
A Technical Expert: You are proficient in tools like Airtable, Excel, and Zendesk Explore, you utilize a data-driven approach to optimize processes and inform decision-making.
A Data-Driven Strategist:: You leverage insights to refine workflows, enhance performance, and deliver measurable results.
An Effective Communicator: Your clear and confident communication builds trust and ensures alignment across all stakeholders and levels.
A Performance Optimizer: You consistently monitor and report key metrics, such as SLAs and KPIs, ensuring targets are met and exceeded.
🎯 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 maintain operational excellence by achieving and exceeding key performance metrics.
Key Result 1: 0 backlog cases are created each quarter (100% of customers have a ticket with corresponding SLA from ticket creation to issue resolution being tracked and they all get resolved within SLA agreed parameters.
Key Result 2: 100% of cases at risk of getting out of SLA are escalated to CE Section Head before out of SLA.
✅ 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.
☀️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.