Customer Success Associate – Philippines – Champion Client Experience, Drive Retention, Accelerate Growth, and Shape the Future of FinTech at brighthush

Welcome to brighthush – Where FinTech Meets Customer Delight

brighthush is not just a fintech startup; it’s a movement that is redefining how businesses across Southeast Asia and beyond manage corporate spend, bill payments, expense reimbursements, and accounting automation—all from a single, intuitive platform. Backed by leading venture capital and a proven track record of rapid expansion, brighthush is on a mission to become the most trusted partner for companies of every size. Our cross‑platform solution empowers teams to streamline operations, unlock actionable insights, and scale with confidence, all while keeping the customer experience at the heart of everything we do.

At brighthush, we blend cutting‑edge technology with a customer‑centric philosophy. We believe that every interaction is an opportunity to create lasting value, and that the best products are built by listening to real people. If you are passionate about fintech, thrive in a fast‑moving environment, and want to help businesses succeed, you’ll find a home here.

Why Join brighthush?

Working at brighthush means being part of a high‑energy, purpose‑driven team that is reshaping the future of corporate finance. We offer:

• Impactful Work – Your contributions directly influence how thousands of companies manage their finances.
• Rapid Growth – Join a company that is scaling quickly and expanding into new markets.
• Learning Culture – Access to mentorship, training programs, and cross‑functional projects.
• Diverse Team – Collaborate with musicians, entrepreneurs, athletes, and tech experts from around the world.
• Flexibility – Remote‑first policy with flexible hours to accommodate multiple time zones.
• Innovation Hub – Work on cutting‑edge products that solve real business challenges.
• Community Impact – Contribute to financial inclusion initiatives that empower SMEs across the region.

The FinTech Landscape – A World of Opportunity

The fintech sector is experiencing unprecedented growth, driven by digital transformation, regulatory changes, and evolving customer expectations. In Southeast Asia, the demand for integrated spend management solutions is soaring as businesses seek to reduce manual processes, improve transparency, and gain real‑time visibility into their financial operations. brighthush sits at the intersection of technology and finance, offering a platform that simplifies complex workflows and delivers actionable insights that drive smarter decision‑making.

Impact of Your Work – You’re the Voice of Our Clients

As a Customer Success Associate, you will be the frontline advocate for our clients. Your daily interactions will shape the way businesses operate, ensuring they realize maximum value from our platform. By turning challenges into opportunities, you will help:

• Reduce operational friction for thousands of users.
• Increase customer satisfaction scores and loyalty.
• Identify upsell opportunities that contribute to revenue growth.
• Feed real‑time feedback into product development, accelerating innovation.
• Champion financial inclusion by making advanced tools accessible to SMEs.

Role Overview – Your Mission at brighthush

The Customer Success Associate is the voice that turns challenges into opportunities, ensuring that every customer feels heard, supported, and empowered to achieve their goals with brighthush. This role is ideal for individuals who love problem‑solving, excel at communication, and thrive in a collaborative, fast‑paced environment.

Key Responsibilities

• Ticket Management – Monitor inbound customer tickets, triage issues, and route them to the appropriate internal teams.
• Cross‑Functional Collaboration – Work closely with Product, Sales, and Customer Success to resolve complex problems and enhance the overall customer journey.
• Root Cause Analysis – Quickly understand system workflows and customer scenarios to diagnose issues and recommend solutions.
• Proactive Engagement – Anticipate user needs, identify upsell opportunities, and nurture long‑term relationships with both new and existing clients.
• Documentation – Record detailed problem descriptions, troubleshooting steps, and resolution outcomes in a clear, concise manner.
• Multi‑Tasking & Prioritization – Manage multiple tickets simultaneously while maintaining high quality and meeting SLA targets.
• Communication Excellence – Deliver exceptional written and verbal communication to internal stakeholders and external customers.
• Data‑Driven Insight – Analyze customer usage patterns and feedback to surface trends that inform product improvements.
• Onboarding Support – Guide new customers through the initial setup process, ensuring a smooth transition to full platform adoption.
• Feedback Loop – Capture customer insights and relay them to the product roadmap, ensuring that the platform evolves with user needs.

Essential Qualifications

• 0–3 years of experience in Customer Success, Account Management, or a related field.
• Strong customer focus with a genuine desire to help and serve both internal and external stakeholders.
• High adaptability and resilience under pressure, with the ability to pivot quickly in a dynamic environment.
• Availability to work across multiple time zones, including Singapore, Australia, Indonesia, India, and the United States.
• Proficiency with Excel, data analysis, and reporting tools.
• Excellent teamwork skills and meticulous attention to detail.
• Basic understanding of corporate spend management or accounting processes.
• Fluency in English and at least one additional language spoken in the Southeast Asian region.

Preferred Qualifications

• Experience in fintech or SaaS product support.
• Knowledge of corporate spend management or accounting processes.
• Fluency in English and at least one additional language spoken in the Southeast Asian region.
• Prior exposure to customer success metrics (NPS, CSAT, churn rates).
• Experience with CRM systems such as brighthush.
• Background in data analytics or business intelligence.

Skills & Competencies

• Problem‑Solving – Ability to dissect complex issues and devise actionable solutions.
• Communication – Clear, concise, and empathetic communication across all channels.
• Technical Aptitude – Comfortable navigating web applications, CRM systems, and data dashboards.
• Collaboration – Works seamlessly with cross‑functional teams to deliver a unified customer experience.
• Ownership & Accountability – Takes initiative, follows through, and owns outcomes.
• Curiosity & Continuous Learning – Seeks out new knowledge and applies it to improve processes.
• Time Management – Prioritizes tasks effectively in a fast‑paced environment.
• Empathy – Understands customer pain points and advocates for their success.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. As a Customer Success Associate, you’ll have the chance to:

• Progress to senior Customer Success roles, such as Customer Success Manager or Director.
• Transition into Product Management, Sales Enablement, or Technical Support based on your interests.
• Participate in leadership workshops, mentorship programs, and industry conferences.
• Contribute to product roadmap discussions and influence the direction of our platform.
• Earn certifications in customer success, data analytics, or product management.
• Lead cross‑functional initiatives that drive company‑wide impact.
• Build a personal brand within the fintech community through speaking engagements and thought leadership.

Team Structure & Collaboration

Your day will involve close collaboration with several key teams:

• Product – Provide user feedback and help shape feature prioritization.
• Sales – Work on joint account plans and upsell strategies.
• Engineering – Escalate technical issues and track resolution progress.
• Marketing – Share success stories and case studies for customer advocacy.
• Operations – Ensure smooth onboarding and continuous improvement of processes.

Tools & Technologies

To excel in this role, you will work with a suite of modern tools that streamline customer interactions and data analysis:

• Customer support platform (brighthush) for ticketing and knowledge base.
• CRM system (brighthush) for account management and pipeline visibility.
• Analytics dashboards built on Power BI or Tableau for real‑time insights.
• Collaboration tools such as Slack, Microsoft Teams, and Confluence.
• Project management software like Jira or Asana to track initiatives.

Success Metrics – How We Measure Your Impact

Performance will be measured against a blend of quantitative and qualitative indicators:

• Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).
• Ticket resolution time and first‑contact resolution rate.
• Retention rates and churn reduction.
• Upsell and cross‑sell revenue contributions.
• Quality of documentation and knowledge base enrichment.

Work Environment & Company Culture

Our culture is built on three core pillars:

• Ownership – We empower you to take initiative and make decisions that impact our customers.
• Results – We celebrate achievements, learn from setbacks, and relentlessly pursue excellence.
• Curiosity – We encourage experimentation, continuous learning, and cross‑disciplinary collaboration.

We foster a remote‑first, flexible work environment that respects work‑life balance while ensuring high performance. Our team enjoys:

• Weekly virtual coffee chats and monthly all‑hands meetings.
• Access to a digital learning library and budget for external courses.
• Annual team retreats and quarterly hackathons.
• Inclusive, diverse, and supportive community where every voice matters.
• Regular hack days where employees can propose and prototype new features.
• Well‑being initiatives such as virtual fitness classes and mental health resources.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with market standards for the Philippines.
• Performance‑based bonuses tied to customer satisfaction and retention metrics.
• Equity options to share in the company’s growth.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Flexible work hours and a fully remote work model.
• Generous paid time off and a culture that values mental health.
• Continuous learning stipend and access to industry conferences.

Ready to Shape the Future of FinTech?

If you are driven by a passion for customer success, eager to learn, and ready to make a tangible impact in a fast‑growing fintech ecosystem, brighthush invites you to join our mission. Bring your curiosity, resilience, and collaborative spirit to a team that celebrates ownership, results, and continuous learning.

Apply today and become a pivotal part of the brighthush journey—where every client’s success fuels our collective growth.