Customer Support Specialist – Bilingual APAC-Focused Remote Role with Growth Path to Team Lead at brighthush

About brighthush

At brighthush, we are on a mission to transform the way children around the globe experience technology education. Our innovative, play‑based learning platform empowers young minds to explore coding, robotics, and digital creativity in a safe, engaging environment. With a rapidly expanding international footprint, brighthush serves millions of students and their families, delivering high‑quality, curriculum‑aligned content that prepares the next generation for a tech‑driven future.

Our success is built on a culture of curiosity, collaboration, and relentless focus on the learner experience. We believe that every interaction—whether it’s a lesson, a support ticket, or a simple chat—should reflect our core values of empathy, excellence, and empowerment. As we continue to scale, we are looking for passionate individuals who share our vision and are eager to make a tangible impact on families across the Asia‑Pacific (APAC) region.

Why This Role Matters

The Customer Support Specialist position is the frontline of brighthush’s commitment to delivering a seamless, positive experience for parents and students. In this fully remote role, you will be the trusted voice that guides families through billing inquiries, subscription management, technical troubleshooting, and general course information. Your ability to resolve issues quickly, communicate clearly, and anticipate recurring challenges will directly influence customer satisfaction, retention, and the overall reputation of brighthush in the APAC market.

Key Responsibilities

As a Customer Support Specialist at brighthush, you will:

• Serve as the first point of contact for students and parents across APAC, responding to inquiries via phone, email, and live chat with a friendly, solution‑oriented tone.
• Manage billing and subscription queries, including processing refunds, handling upgrades/downgrades, and providing clear explanations of pricing structures.
• Log and track every interaction in our CRM system, ensuring tickets are accurately categorized, prioritized, and resolved within established service level agreements (SLAs).
• Troubleshoot technical issues related to course access, platform navigation, and account management, escalating complex cases to the appropriate internal teams when necessary.
• Identify patterns and recurring pain points, compiling insights and recommendations that inform product improvements and process refinements.
• Collaborate with teammates by sharing best practices, contributing to knowledge‑base articles, and assisting in the onboarding of new support staff.
• Maintain a proactive mindset, anticipating customer needs and delivering personalized guidance that reflects brighthush’s commitment to educational excellence.
• Support continuous improvement initiatives by participating in regular team retrospectives, training sessions, and performance metric reviews.

Essential Qualifications

• Advanced or native English proficiency (C1/C2) with exceptional written and verbal communication skills.
• Minimum 6 months of professional customer support experience, preferably in a SaaS, EdTech, or online education environment.
• Hands‑on experience with CRM platforms (e.g., Zendesk, Freshdesk, HubSpot) and ticketing systems, demonstrating the ability to navigate, update, and close tickets efficiently.
• Strong problem‑solving abilities—you can quickly diagnose issues, propose clear solutions, and follow through to resolution.
• Adaptability and quick learning—you thrive when mastering new tools, processes, or product updates.
• Team‑oriented mindset with excellent interpersonal skills, capable of building rapport with colleagues across time zones.
• Self‑discipline for remote work, including a reliable internet connection, a dedicated workspace, and the ability to manage time effectively.
• Availability to work 12:00 – 21:00 Sydney time (AEDT, GMT+11), which aligns with 02:00/03:00 – 11:00/12:00 CET, five days a week, including a one‑hour break.

Preferred (Nice‑to‑Have) Qualifications

• Background in EdTech or online education, giving you insight into the unique challenges faced by learners and parents.
• Experience mentoring or coordinating a small team, indicating potential for future leadership roles.
• Familiarity with key customer support metrics such as CSAT, SLA compliance, and average resolution time, and the ability to use data to drive performance improvements.
• Prior experience supporting customers specifically in the APAC region, including cultural awareness and time‑zone sensitivity.

Core Skills & Competencies

• Communication Excellence: Ability to convey complex information in simple, reassuring language.
• Empathy & Patience: Understanding the concerns of parents and students, especially when dealing with billing or technical frustrations.
• Organizational Acumen: Managing multiple tickets simultaneously while maintaining high accuracy.
• Technical Literacy: Comfort navigating web‑based learning platforms, troubleshooting login issues, and guiding users through digital tools.
• Data‑Driven Mindset: Using CRM analytics to spot trends, measure performance, and suggest actionable improvements.
• Collaboration: Working closely with product, engineering, and marketing teams to relay customer feedback and influence roadmap decisions.
• Resilience: Maintaining a positive attitude during high‑volume periods and handling challenging interactions with professionalism.

Career Growth & Learning Opportunities

brighthush is committed to the professional development of every team member. In this role, you will have access to:

• Structured training programs covering advanced customer service techniques, conflict resolution, and product deep‑dives.
• Mentorship from senior support leaders who will guide you toward a potential Team Lead or Manager position.
• Cross‑functional exposure through regular collaboration with product, engineering, and marketing, giving you a holistic view of the business.
• Certification support for industry‑recognized credentials such as Certified Customer Service Professional (CCSP) or CRM platform certifications.
• Performance‑based advancement—high performers are considered for leadership tracks, project ownership, and strategic initiatives within the support organization.

Work Environment & Culture at brighthush

Our remote‑first philosophy means you can work from anywhere while staying connected to a vibrant, international community. At brighthush, you will experience:

• Inclusive, collaborative culture where ideas are welcomed from every corner of the globe.
• Regular virtual socials, team‑building activities, and cultural celebrations that foster camaraderie despite geographic distance.
• Transparent communication through weekly all‑hands, quarterly town halls, and open‑door policies with senior leadership.
• Flexibility to balance personal commitments with work responsibilities, supported by a results‑oriented performance model.
• Focus on well‑being with access to mental‑health resources, ergonomic home‑office stipends, and wellness challenges.

Compensation, Perks & Benefits

While the base salary for this position is $900 USD per month (fixed), brighthush offers a comprehensive benefits package designed to support both professional growth and personal well‑being:

• 100% remote work—no commuting, no relocation hassles.
• Performance bonuses tied to individual and team metrics such as CSAT scores and SLA adherence.
• Continuous learning budget for courses, conferences, and certifications relevant to your role.
• Health & wellness allowance to cover virtual fitness classes, meditation apps, or ergonomic equipment.
• Generous paid time off and holiday calendar aligned with global observances.
• Employee assistance program offering confidential counseling and support services.
• Technology stipend for high‑speed internet, laptop upgrades, or other home‑office necessities.

Application Process

We value a thoughtful, merit‑based hiring approach. All qualified candidates will be invited to complete a brief assessment task (approximately two hours) designed to showcase your problem‑solving abilities, communication style, and familiarity with support tools. This exercise helps us ensure a great fit for both you and brighthush.

Ready to Join brighthush?

If you are a proactive, empathetic communicator with a passion for education technology and a desire to grow into a leadership role, we would love to hear from you. Bring your expertise, your curiosity, and your commitment to delivering exceptional experiences for families across the APAC region.

Apply today and become a pivotal part of brighthush’s journey to shape the future of tech education for children worldwide.