Dynamic Customer Service & Administrative Assistant – LATAM Operations & Franchise Support Specialist at brighthush

About brighthush

At brighthush, we’re redefining the franchise experience by blending world‑class customer service with streamlined administrative excellence. Our mission is to empower franchise owners and operators across the globe to deliver consistent, high‑quality service while scaling their businesses efficiently. With a rapidly expanding portfolio of franchise locations, we’re looking for a proactive, detail‑oriented professional who can take ownership of every customer interaction and administrative workflow.

Why Join brighthush?

• Impactful Work: Your day‑to‑day actions directly influence customer satisfaction, operational efficiency, and revenue growth across multiple franchise sites.
• Fast‑Track Career Growth: Demonstrate ownership and results, and you’ll unlock opportunities for advancement into senior operations, training, or business development roles.
• Collaborative Culture: Work alongside passionate franchise owners, regional managers, and cross‑functional teams in a supportive, high‑energy environment.
• Competitive Compensation & Perks: We offer a market‑competitive salary, performance‑based bonuses, comprehensive health benefits, flexible work arrangements, and a generous paid time off policy.
• Continuous Learning: Access to ongoing training, mentorship programs, and industry conferences to keep you ahead of the curve.

Key Responsibilities

As the frontline of our franchise operations, you will own the full customer communication lifecycle and administrative support across all locations. Your role will involve:

• Multi‑Channel Customer Communication: Manage inbound and outbound interactions via phone, email, SMS, and chat. Ensure no channel is left unattended and every conversation is handled with professionalism and speed.
• Appointment Management: Oversee end‑to‑end scheduling, confirmations, rescheduling, reminders, and light service recovery for all franchise sites. Maintain a flawless calendar system that keeps customers and staff on track.
• CRM & Help Desk Stewardship: Keep our CRM/help desk platform (brighthush, brighthush, brighthush, brighthush, or similar) 100% clean and up‑to‑date. Add notes, tags, dispositions, and follow‑up tasks promptly to prevent any lead or task from slipping through.
• Franchise Administrative Support: Handle routine support tasks—such as order processing, inventory checks, and compliance documentation—so location managers can focus on operations and sales.
• Escalation Management: Resolve billing issues, customer complaints, franchisee matters, and urgent scenarios using a clear SOP and escalation matrix. Demonstrate sound judgment under pressure.
• Performance Monitoring: Track key metrics (response time, volume, CSAT, QA scores) and report insights to leadership to drive continuous improvement.
• Process Improvement: Identify bottlenecks, propose solutions, and implement best practices to enhance customer experience and administrative efficiency.

Essential Qualifications

• Minimum 3 years of experience in a customer‑facing or administrative support role.
• Proven track record of handling 60+ customer interactions per day for at least six consecutive months.
• 2+ years of experience with CRM/help desk platforms (brighthush, brighthush, brighthush, brighthush, or similar).
• Availability to work U.S. business hours overlap (minimum 6 hours/day, 5 days/week).
• Strong written and verbal communication skills, with a tone that is friendly, professional, and solution‑oriented.
• Excellent organizational skills, attention to detail, and the ability to juggle multiple priorities without compromising quality.
• Demonstrated ability to maintain high QA scores (90%+) and CSAT ratings (4.5/5+).
• Comfortable with fast‑paced environments and able to thrive without constant direction.

Preferred Qualifications

• Experience in franchise operations or a multi‑location business model.
• Knowledge of billing systems, dispute resolution, and franchise compliance.
• Proficiency in data analysis tools (Excel, Google Sheets) to generate actionable insights.
• Previous exposure to training or onboarding new team members.
• Fluency in Spanish and English (written and spoken) to serve a diverse LATAM customer base.

Skills & Competencies

• Customer‑Centric Mindset: Always put the customer first, anticipating needs and delivering solutions proactively.
• Ownership & Accountability: Take full responsibility for every task, from initial contact to final resolution.
• Adaptability: Adjust quickly to changing priorities, new tools, and evolving SOPs.
• Collaboration: Work seamlessly with location managers, regional teams, and cross‑functional stakeholders.
• Problem‑Solving: Diagnose issues efficiently and implement effective fixes.
• Time Management: Prioritize tasks to meet tight deadlines while maintaining high quality.
• Tech Savvy: Comfortable navigating multiple digital platforms and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As you master the fundamentals of customer service and franchise administration, you’ll be positioned for:

• Senior Operations Coordinator – overseeing multiple locations and leading process improvement initiatives.
• Training & Development Lead – designing onboarding programs for new hires and franchise partners.
• Business Analyst – translating data into actionable insights for strategic decision‑making.
• Franchise Support Manager – managing a team of support specialists and ensuring consistent service standards.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer delight. You’ll find:

• Open communication channels with leadership and peers.
• Regular team huddles and knowledge‑sharing sessions.
• Recognition programs that celebrate wins and milestones.
• A flexible work schedule that respects work‑life balance.
• Access to a digital knowledge base and continuous learning resources.

Compensation & Benefits

While specific figures vary by location and experience, we offer:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to CSAT, QA, and operational metrics.
• Health, dental, and vision insurance plans.
• 401(k) matching program.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and conference reimbursement.
• Employee referral bonus program.

How to Apply

If you’re ready to own the customer experience, streamline administrative workflows, and drive growth across our franchise network, we want to hear from you. Submit your resume and a brief cover letter highlighting your relevant experience and why you’re the perfect fit for brighthush.

Apply to this job now

We Value Your Fit

Even if you’re not applying today, we’d love to know why you feel you’re a fit for this role. Your feedback helps us refine our hiring process and better match talent with opportunity.

Thank you for considering a career with brighthush. We look forward to building a brighter future together.