Data Science and Customer Support Analyst
hace 1 mes
️ About Bright:
Hey there We’re Bright, a fintech solar energy startup on a mission to reverse climate change, starting in Mexico. We do so as a finance and technology layer powering the solar installer and entrepreneurial ecosystem - working hard to simplify the process through automation.
In just a few years, we've become Mexico's #1 residential solar financier. We’ve coordinated everything needed to get solar on homes - from financing to installation - so customers can go solar with no money down. We've raised funding from top investors like First Round Capital, Y Combinator, and Leonardo DiCaprio. They believe, like we do, that we can grow exponentially while having fun and being one of the best places to work in solar.
**About the position**:
Join us as a Customer Enjoyment Support 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 the Customer Enjoyment team with the company's priorities. You will serve as the advocate and ally of our post-interconnection clients. You will analyze clients’ CFE bills to ensure that their system is working correctly and that they are achieving maximum savings, and then walk them through the process so that they understand too, answering any questions they have along the way. You should love solving problems for people so that they can have a fantastic customer experience.
Tasks
Your tasks and responsibilities will be
- Customer Happiness Goal:
- Achieve a 100% satisfaction score in responding to customer support tickets.
- Improving Customer Experience:
- Ensure that the number of customer cancellations during the support stage (Thumb Downs) without charging an exit fee is less than 1 (compared to 1 in Q4 2023). Also, ensure that any issues leading to customer cancellations are not related to pending payments or billing-related legal problems.
- Efficient Customer Support:
- Strive to resolve 100% of customer support tickets within the agreed-upon timeframe. The success will be measured by how quickly we can solve various issues, considering the entire process from the initial request to resolution.
**Your Key Results will be**:
- At Bright we operate on the OKR system pioneered at Intel and used widely at Google and many tech companies. For this specific role, your Key Results (upon which your success will be measured) is:
- OKR1: Ensure 100% customer satisfaction score (CSAT).
- OKR 2: Ensure 100% tickets within Service Level Agreements.
- OKR 3: Ensure cancellations during the Support stage without exit fee paid < 1.
**Requirements**:
We’re looking for someone who
- Has at least 1 year of experience in customer service and/or technical support.
- Is comfortable speaking English and communicating concisely.
- Is committed to making sure that no client ever has a poor experience.
- Has the following skills:
- Time management.
- You can figure out how to finish all your to-do list most efficiently.
- Sense of urgency and fast thinking skills.
- You’re good at solving problems in short periods.
- Organization.
- Can handle multiple projects at once.
- Concise communication.
- Can be friendly and professional with clients of all backgrounds.
**Benefits**:
Benefits
- The opportunity to learn first hand 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.
- Private health insurance.
- Remote work (48 hrs a week).
- Salary range: $20,000 -$25,000 MXN monthly gross.
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