Customer Success & Onboarding Specialist – Knowledge‑Base Development, Video Training Production & Client Enablement for SaaS Field‑Service Platform

Welcome to brighthush – Where Talent Meets Opportunity

At brighthush we are more than a remote‑talent partner – we are a catalyst for growth, both for the brilliant Filipino professionals we represent and for the high‑velocity startups that rely on their expertise. As one of the fastest‑growing HR and talent‑management firms in the Philippines, brighthush connects world‑class talent with global opportunities, delivering end‑to‑end recruitment, payroll, compliance, and employee‑engagement solutions. Our mission is simple: empower people to build rewarding careers from the comfort of their homes while helping innovative companies scale faster, smarter, and more sustainably.

About the Client’s Platform

Our client is a cutting‑edge SaaS provider that powers field‑service operations for security‑alarm, fire‑protection, and related industries. The platform streamlines service‑request intake, technician dispatch, workflow automation, and real‑time reporting, enabling businesses to deliver faster, safer, and more reliable service to their end‑customers. As the platform evolves, the need for clear, engaging, and up‑to‑date learning resources becomes critical to ensure customers extract maximum value from every feature.

Why This Role Matters

We are seeking a proactive, customer‑centric Customer Success & Onboarding Specialist who will become the voice of the product for our client’s growing user base. You will start by elevating the existing knowledge base—transforming static text, screenshots, and charts into dynamic video tutorials, step‑by‑step guides, and interactive learning experiences. As the customer community expands, you will transition into a full‑fledged onboarding and training champion, guiding new users through the platform, answering support queries, and championing product adoption.

Key Responsibilities

Knowledge‑Base Creation & Maintenance

• Audit, organize, and prioritize existing help‑center articles, screenshots, and process documents.
• Convert text‑heavy documentation into concise, engaging video tutorials using screen‑recording and video‑editing tools.
• Develop how‑to guides, quick‑start checklists, and FAQ sections that address the most common customer pain points.
• Maintain a consistent visual and tonal style across all learning assets, including voice‑over scripts, branding elements, and subtitles.
• Continuously update content to reflect new features, UI changes, and workflow enhancements.

Customer Onboarding & Training (Phase‑2)

• Lead virtual onboarding sessions for new customers, walking them through account setup, core workflows, and best‑practice configurations.
• Design and deliver live product walkthroughs, webinars, and Q&A clinics that accelerate time‑to‑value.
• Provide timely, empathetic responses to support tickets, guiding users through ticket creation, technician assignment, and dispatch coordination.
• Communicate product updates, new feature releases, and roadmap highlights to existing customers, encouraging adoption and upsell opportunities.
• Gather feedback on documentation gaps, feature requests, and recurring support issues, and relay insights to product and engineering teams.

Cross‑Functional Collaboration

• Partner with developers and product managers to verify technical accuracy of all learning materials.
• Work closely with the support team to identify high‑volume queries that can be pre‑emptively addressed through self‑service resources.
• Assist marketing in creating customer‑success stories, case studies, and testimonial videos that showcase real‑world impact.

Performance & Impact Measurement

• Track usage metrics for knowledge‑base articles and video tutorials (views, completion rates, satisfaction scores).
• Analyze onboarding success rates, time‑to‑first‑value, and churn indicators to continuously refine training programs.
• Report on customer‑health scores and adoption trends to senior leadership on a monthly basis.

Essential Qualifications

• Minimum 3 years of experience in software onboarding, implementation, customer training, or customer success.
• Proven ability to translate complex technical concepts into clear, user‑friendly documentation and video content.
• Exceptional written and verbal communication skills; comfortable speaking to both technical and non‑technical audiences.
• Hands‑on experience creating user guides, SOPs, or instructional videos—preferably using tools such as Camtasia, Loom, Adobe Premiere, or similar.
• Strong organizational aptitude with meticulous attention to detail when managing multiple documentation projects.
• Customer‑first mindset with a demonstrated track record of resolving issues and driving product adoption.
• Rapid learning ability—able to master a new SaaS platform, its workflows, and its terminology within weeks.
• Confidence conducting virtual training sessions, product demos, and interactive workshops.
• Proactive, adaptable, and comfortable thriving in a fast‑changing, growth‑focused environment.

Preferred (Nice‑to‑Have) Qualifications

• Background in field‑service software, security‑alarm systems, fire‑protection solutions, or technician‑dispatch platforms.
• Familiarity with AI‑generated voice‑over tools, advanced screen‑recording software, or motion‑graphics editing.
• Experience building and managing customer‑facing knowledge bases, help centers, or self‑service portals.
• Demonstrated success in communicating product updates, facilitating adoption, and supporting retention initiatives.
• Understanding of SaaS subscription models, renewal cycles, and churn mitigation strategies.

Core Skills & Competencies

• Instructional Design: Ability to structure learning pathways that cater to varied user skill levels.
• Video Production: Competence in scripting, recording, editing, and publishing tutorial videos.
• Analytical Thinking: Use data to prioritize content gaps and measure training effectiveness.
• Empathy & Active Listening: Truly understand customer pain points and respond with tailored solutions.
• Collaboration: Work seamlessly with product, engineering, support, and marketing teams.
• Time Management: Juggle multiple projects while meeting deadlines and maintaining quality.

Career Growth & Learning Opportunities at brighthush

Joining brighthush means stepping onto a fast‑track career ladder. As you master the knowledge‑base and onboarding processes, you will have the chance to:

• Lead a dedicated Customer Success team as the client’s user base scales.
• Influence product roadmap by feeding real‑world user insights directly to engineering.
• Specialize further in instructional design, becoming a certified e‑learning professional.
• Expand your portfolio to include global SaaS products across multiple verticals.
• Participate in brighthush’s internal leadership development program, mentorship circles, and continuous‑learning stipends.

Work Environment & Culture at brighthush

brighthush is built on a foundation of trust, flexibility, and empowerment. Our remote‑first philosophy means you can work from anywhere in the Philippines while staying connected through regular virtual huddles, collaborative tools, and occasional in‑person meet‑ups. We celebrate diversity, champion inclusion, and believe that authentic voices drive innovation. Expect:

• Open‑door communication with senior leadership and transparent decision‑making.
• Recognition programs that celebrate both individual milestones and team achievements.
• Well‑being initiatives, including mental‑health resources, fitness subsidies, and flexible scheduling.
• Access to a vibrant community of over 1,400 Filipino professionals supporting global startups.
• Opportunities to contribute to social impact projects that give back to local communities.

Compensation, Perks & Benefits (General Overview)

While exact figures will be discussed during the interview process, successful candidates can expect a competitive salary aligned with market standards for senior customer‑success roles, plus:

• Performance‑based bonuses tied to customer‑adoption and retention metrics.
• Comprehensive health insurance (medical, dental, vision).
• Paid time off, sick leave, and generous holiday allowances.
• Professional development budget for certifications, courses, and conferences.
• Home‑office stipend to set up an ergonomic workspace.
• Access to brighthush’s internal learning portal, webinars, and peer‑learning circles.

Our AI‑Enhanced Hiring Process – Transparency First

brighthush leverages AI tools to streamline the early stages of recruitment, such as resume parsing and initial screening conversations. Rest assured, every final hiring decision is made by our experienced Talent Acquisition team. Candidates are encouraged to use AI for résumé polishing, but real‑time AI assistance during interviews or assessments is strictly prohibited to preserve authenticity.

How to Apply

If you are passionate about turning complex software into intuitive learning experiences, love collaborating across functions, and thrive in a remote‑first, high‑growth environment, we want to hear from you. Click the link below to submit your application. Even if you don’t meet every single requirement, we value diverse perspectives and encourage you to apply—your unique background might be exactly what brighthush needs.

Apply to This Job at brighthush

Join brighthush – Make an Impact Today

At brighthush, you will be part of a purpose‑driven mission that empowers Filipino talent and fuels the growth of innovative startups worldwide. Your work will directly influence how thousands of field‑service professionals deliver critical safety services every day. Ready to shape the future of customer success and onboarding? Submit your application now and embark on a rewarding journey with brighthush.