Head of customer ops

AboutBright :

Hey there! Were Bright afintech solar energy startup on a mission to reverse climate changestarting in Mexico. We do so as a finance and technology layerpowering the solar installer and entrepreneurial ecosystem workinghard to simplify the process through automation.

In just a few years weve become Mexicos #1residential solar financier. Weve coordinated everything needed toget solar on homes from financing to installation so customers cango solar with no money down.

Weve raised funding from top investorslike First Round Capital Y Combinator and Leonardo DiCaprio. Theybelieve like we do that we can grow exponentially while having funand being one of the best places to work in solar.

About theposition :

Join us as a Head ofCustomer Ops to bring clean solar energy to Mexico! Work with ourCustomer Enjoyment and Billing teams and play a critical role inachieving Brights goals.

Youll own solving root causes of problemsthat lead to customers canceling our services and retaining thesecustomers by offering creative solutions leading crossfunctionalteams efforts improving broken processes and ensuring they love usback.

A passion for problemsolving and deliveringexceptional customer experiences is essential to excel in thisrole.

Tasks

Your tasks and responsibilities willbe :

Champion acustomerfirst mentality throughout the organization educating onthe high leverage benefits of delivering exceptional service.

Establish relevant rewards and incentives that support thiseffort.

• Manage Customer Support : Revamp andscale this group to handle inquiries issues and complaints fromcustomers.
• Manage Customer Success : Establishthe staffing processes and tools needed to scale our ability tooffer more solar whenever customers increaseconsumption.
• Develop the customer managementtech stack : determine where Zendesk can solve our needs and whereadditional tools and integrations are needed.

Adopt and roll outthese tools.

Feedback Management : Gathering andanalyzing feedback from customer interactions defaultsdecommissioning and NPS surveys to identify areas for improvementand make datadriven decisions.

Your Key Results willbe :

• At Bright weoperate on the OKR system pioneered at Intel and used widely atGoogle and many tech companies. For this specific role your KeyResults (upon which your success will be measured)is :
• Objective : Set Bright on a path to be theleading customeroriented energy company in Mexico (later LatAm)
• Key result : >

40 3month trailingNPS

• Objective : Reduce customerchurn
• Key result :
• Objective : Enable fastcustomer resolutions

Requirements

Were looking for someonewho :

• You have a deepunderstanding of operational best practices and a keen eye foridentifying root causes and implementing improvements that tacklethose surgically
• You want to leave a legacy inthe world and care about having an impact bigger than yourself. Youare a strong leader with the ability to motivate and inspire ahighperforming team.
• You are an excellentcommunicator with the ability to collaborate effectively across alllevels of the organization. (Bonus points for experience inbuilding and scaling customer service teams with a customercentricapproach!)
• You have >

5 years of customerservice managementexperience

Benefits

Benefits :

• Theopportunity to learn firsthand about the distributed generationregulatory scheme in Mxico while being a part of the fastestgrowingstartup in the country.
• A fun highcaliber teamthat trusts you and gives you the freedom to be brilliant.
• Possibility to earn equity atBright.
• Private healthinsurance.
• Access to costfree mental healthcare.
• Parentalleave.
• Access to toptier mentorshipprograms.
• Remotework.
• Savings plan (Caja deAhorro)

Posicin abierta para personasviviendo dentro de Mxico y / con documentacin para trabajar dentrodel pas.

Aplica directamente en nuestrocareersite Careers at Bright a la posicin de Head of CustomerOps

Last updated : 2024-06-12