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CE Support Manager

Remote -- Customer Enjoyment

About Bright

At Bright, we are building a global movement to rapidly spread clean energy across Mexico and beyond. We do so by simplifying the adoption of rooftop solar via advanced technology and human connection. We’re fast-moving and results-oriented; we’re passionate about spreading solar energy as fast as humanly possible while having fun doing it. 

About the position:

We are looking for a candidate to serve as Manager of the Customer Support team. This role reports to the CE Section Head. 

 

The CE Support Manager is responsible for: 

 

  • Strong weekly management: Managing and growing the individual team contributors to achieve their OKRs.

  • Staffing: investing in process efficiency in collaboration with the CE management team, and where more efficiency is not enough, hiring the required staff and ensure an ultra high bar to hire (to build the highest performing CE team in Mexico).

  • Process innovation: Spearheading the experimentation and innovation on current processes in order to provide a better customer experience and then standardizing and documenting those processes.

  • World-class communication: Tracking & reporting on CE Support metrics (CSAT, SLAs, NPS, etc.).

  • Cost consciousness: Owning CE Support’s costs (compensations, coupons, etc.). 

  • Exemplary leadership: Motivating & inspiring the team and ensuring that there are constant learning opportunities.

 

We’re looking for someone who:
 

  • Is incredibly customer-oriented - will not accept anything less than an excellent customer experience at any stage of Bright’s service & believes that it is possible.

  • Has a high sense of urgency - when an opportunity to improve the customer experience is spotted will move as fast as possible to correct it, knowing that even one customer with a bad experience is not acceptable.

  • Is extremely proactive and a go getter - always innovating on existing processes and challenging the status quo of what can be achieved.

  • Has a proven history of success.

  • Has a proven history of world-class communication.
     

Your tasks and responsibilities will include:
 

  • Mentor and coach all CE Support analysts to hit >100% of their goals (with stretch) and unblock them as well as create proper staffing forecasts and ensure that team is always properly staffed.

  • Troubleshoot difficult cases and use learnings from them to standardize new best practices.

  • Lead constant innovation to improve the customer experience (think outside the box - How can we respond even faster? How can we reduce this process time even more? How can we never miss a call again?).

  • Collaborate with other department managers and report on key metrics to CE Section Head Manager.

  • Constantly use dashboards and views to check that there are no holes in our process or clients that have fallen in the cracks.

  • Along with CE department managers, keep the Bright CE Department Wiki up to date with roadmap, processes, and customer communication scripts.


Your Key Results will be:

  • 18 promoters from Support.

  • 100% tickets within SLAs.

  • 0 decomissionings.

  • 25% response rate on TVs.
     

Compensation / Benefits:
 

  • Competitive compensation based on experience & results.

    A fun, high-caliber team that trusts you and gives you the freedom to be brilliant. 

  • 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.

  • Unparalleled learning – we have access to an amazing list of advisors and investors that we actively engage on this project.

  • Awesome work environment - all input and ideas matter to us.