Sr. Customer Service 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 Sr. Customer Service Analyst 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.

Tasks

💻 Your Responsibilities:

• Lead Customer Support Excellence: Oversee multichannel service operations (WhatsApp, email, phone), ensuring a 95%+ Customer Satisfaction Score (CSAT) while setting best practices for the team.
• Optimize Service Processes: Identify inefficiencies in workflows, propose and implement process improvements, and measure their impact through data-driven insights.
• Manage and Resolve Escalations: Handle high-level customer concerns, collaborating with Operations, Technical Support, and Sales to ensure timely and effective solutions.
• Develop and Mentor Team Members: Provide guidance and training to junior Customer Success Specialists, fostering a culture of continuous learning and growth.
• Drive Customer Retention Strategies: Build long-term relationships with customers by proactively addressing pain points and identifying opportunities to enhance their experience.
  
  
  

Requirements

🥇 Who you are:

• Experienced Customer Success Leader: 3+ years of experience in customer success, account management, or operations, preferably in a high-growth environment.
• Problem-Solving Expert: You excel at identifying and resolving customer issues efficiently and creatively.
• Strategic Thinker: You understand the bigger picture and proactively work to improve customer success processes and retention strategies.
• Tech-Savvy & Data-Driven: Comfortable with CRM tools (e.g., Zendesk) and using customer data to drive decision-making.
• Strong Communicator: Ability to navigate complex conversations with customers and internal stakeholders with clarity and empathy.
• Passionate About Sustainability: You’re dedicated to making a real impact in the clean energy transition.
  
  
  

🎯 Key Results (OKRs):

Your success will be measured by:

1️⃣ Maintaining a 95%+ Customer Satisfaction Score (CSAT) through high-quality interactions and strategic improvements.

2️⃣ Ensuring 95%+ resolution of customer tickets within SLA, optimizing service efficiency and reliability.

3️⃣ Leading at least 3 process improvements per quarter, contributing to the continuous evolution of Bright’s customer experience.

Benefits

✅ Benefits:

• Work in Mexico’s fastest-growing startup in the solar energy space.
• Join a high-caliber team that values trust, ownership, and innovation.
• Leadership opportunities and room for professional growth.
• Possibility to earn equity in Bright.
• Private health insurance and cost-free mental health care.
• Parental leave and access to top-tier mentorship programs.
• Salary range: Competitive, based on experience.
  
  
  

☀️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.