Customer Enjoyment Junior 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 poised for exponential growth while maintaining a fun and rewarding work environment.

💼 About the position:

Join us as a Customer Enjoyment Junior Analyst to bring clean solar energy to Mexico! Work with our Customer Enjoyment Team and play a critical role in achieving Bright’s goals by aligning with the company's priorities. You'll be responsible for efficiently resolving client issues, scheduling technical visits, and managing communications via phone and WhatsApp. You will also collaborate closely with the Operations and Maintenance teams to ensure the completion of Service Level Agreements (SLAs) and enhance customer satisfaction. Together, we can make a significant impact in the renewable energy sector!

Tasks

💻 Responsibilities:

• Customer Satisfaction Goal: Achieve a 100% satisfaction score on support tickets by promptly responding, empathizing, and prioritizing issues.
• Enhancing Customer Experience:
• Listen actively to understand issues.
• Communicate solutions clearly, avoiding technical jargon.
• Provide support across phone, email, and WhatsApp, keeping consistency in tone and service.
• Case Management: Use tools like Zendesk to track cases, keeping notes up-to-date for smooth handoffs.
• Cross-functional Collaboration: Work with other teams to resolve issues promptly, keeping customers informed along the way.
• Process Improvement: Identify recurring issues and suggest process changes to prevent future problems.
• Consistent Follow-ups: Ensure customer satisfaction with follow-up check-ins after resolution.
• Efficient Support: Resolve 100% of tickets within deadlines, boosting satisfaction and reducing follow-up inquiries.
  
  
  

Requirements

🥇 Who You Are:

• Experience: At least 2 years in customer service and 1 year in a call center.
• Skills:
• Troubleshooting: Proven ability to resolve customer issues, achieving over 90% in both CSAT and SLA, reducing resolution times by 15%.
• Customer Retention: Improved retention through feedback, managing 50+ calls daily with high satisfaction.
• Preferred Qualities:
• Comfortable with concise English communication.
• Certified in customer service skills like active listening and conflict resolution.
• Experience in solar energy, with knowledge of renewable solutions to educate customers and support growth.
  
  
  

Benefits

✅ 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.
• Remote work (48 hrs a week).
• Salary range: $15,000 to $17,500 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.