Dynamic Customer Experience Team Lead – Driving Service Excellence, Process Optimization, and High‑Performance Team Leadership at brighthush

About brighthush

brighthush is a trailblazing fintech powerhouse that empowers small businesses and entrepreneurs across Colombia with cutting‑edge payment and banking solutions. With a mission to democratize financial services, we blend technology, data, and human‑centric design to create seamless, secure, and scalable experiences for our users. Our culture is built on curiosity, collaboration, and a relentless pursuit of impact – values that resonate with every member of our growing team.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity startup environment where your ideas shape product strategy, customer journeys, and the future of financial inclusion. We champion continuous learning, provide access to industry‑leading tools, and reward innovation with competitive compensation, flexible work arrangements, and a vibrant community of forward‑thinking professionals.

Position Overview

We are seeking an experienced Customer Experience Team Lead to spearhead our customer service operations, elevate service quality, and cultivate a culture of excellence across our remote Colombian team. This role demands a blend of strategic vision, operational acumen, and hands‑on leadership to ensure that every customer interaction reflects brighthush’s commitment to reliability, empathy, and efficiency.

Key Responsibilities

• Team Leadership & Development: Recruit, mentor, and retain a high‑performance customer experience team of 8–12 agents. Conduct regular coaching sessions, performance reviews, and skill‑gap analyses to foster continuous growth.
• Process Design & Optimization: Map end‑to‑end customer journeys, identify bottlenecks, and implement data‑driven improvements that reduce resolution time and increase first‑contact resolution rates.
• Service Excellence: Define and monitor key performance indicators (KPIs) such as CSAT, NPS, average handle time, and escalation rates. Translate insights into actionable plans that elevate customer satisfaction.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing to relay customer feedback, influence roadmap decisions, and ensure alignment between service goals and business objectives.
• Technology Stewardship: Oversee the deployment and optimization of CRM systems, GSuite, N8N workflows, and AI tools like Claude and Gemini to streamline operations and enhance agent productivity.
• Quality Assurance & Compliance: Develop and enforce quality standards, conduct regular audits, and ensure adherence to regulatory requirements and internal policies.
• Reporting & Analytics: Build dashboards and generate executive‑level reports that provide actionable insights into team performance, customer trends, and operational efficiency.
• Change Management: Lead change initiatives, manage stakeholder expectations, and communicate updates effectively across the organization.

Essential Qualifications

• Bachelor’s degree in Business Administration, Engineering, or a related field.
• Minimum of 2 years of proven experience leading customer service or experience teams in a fast‑paced, high‑growth environment.
• Hands‑on expertise with CRM platforms (e.g., Salesforce, Zendesk), GSuite, N8N, and AI‑powered tools such as Claude and Gemini.
• Strong analytical mindset with the ability to translate data into strategic actions.
• Fluency in Spanish (both written and spoken) and proficiency in English is a plus.
• Demonstrated ability to build and scale processes that improve service quality and operational efficiency.
• Excellent communication, interpersonal, and conflict‑resolution skills.

Preferred Qualifications

• Experience working in the fintech or banking sector, particularly within Latin America.
• Background in implementing AI or automation solutions to enhance customer support workflows.
• Knowledge of regulatory frameworks governing financial services in Colombia.
• Prior experience managing remote or distributed teams.
• Certifications in Customer Experience Management (e.g., CXO, CSAT, NPS).

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, motivate, and develop talent.
• Strategic Thinking: Visionary mindset to align customer experience initiatives with business goals.
• Data‑Driven Decision Making: Proficiency in interpreting metrics and deriving actionable insights.
• Process Engineering: Expertise in designing, documenting, and refining workflows.
• Technology Fluency: Comfortable navigating CRM, GSuite, N8N, Claude, Gemini, and other SaaS tools.
• Communication: Clear, concise, and persuasive communication across all levels.
• Adaptability: Thrive in a dynamic, evolving startup environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our business. As a Team Lead, you’ll have the chance to:

• Progress to senior leadership roles such as Director of Customer Experience or Head of Customer Success.
• Lead cross‑functional projects that influence product development, marketing, and sales strategies.
• Participate in executive‑level strategy sessions and contribute to the company’s long‑term vision.
• Access to continuous learning resources, including workshops, conferences, and an annual tuition reimbursement program.
• Mentor junior leaders and shape the next generation of customer experience professionals.

Work Environment & Culture

brighthush is a fully remote organization that values flexibility, autonomy, and work‑life balance. Our Colombian team enjoys:

• Flexible working hours that accommodate personal commitments.
• Regular virtual team‑building events, hackathons, and wellness initiatives.
• A culture of transparency, where ideas are welcomed and feedback is constructive.
• Access to cutting‑edge technology stacks and a collaborative knowledge‑sharing platform.
• A commitment to diversity, equity, and inclusion that drives innovation and creativity.

Compensation & Benefits

Salary Range: COP 60,000,000 – 68,400,000 per year (competitive and performance‑based). In addition to base pay, you’ll receive:

• Generous paid time off (PTO) and flexible vacation policies.
• Annual tuition reimbursement to support your professional development.
• Health and wellness stipend to cover medical, dental, and mental health services.
• Equity participation plan to align your success with the company’s growth.
• Monthly team lunch stipend and occasional in‑office meet‑ups for those who prefer hybrid collaboration.

How to Apply

If you’re passionate about transforming customer experiences, thrive in a fast‑moving environment, and want to make a tangible impact on the financial lives of entrepreneurs across Colombia, we’d love to hear from you. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this opportunity at brighthush.

Join brighthush Today

Become a catalyst for change, lead a team that delivers world‑class service, and grow your career in a company that values innovation, integrity, and impact. Apply now and help us shape the future of fintech in Colombia.