Dynamic Customer Success Associate – Remote, Sri Lanka – Elevate Client Relationships & Drive Satisfaction at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses worldwide to deliver exceptional customer experiences. With a global footprint that spans continents and a culture rooted in innovation, collaboration, and continuous learning, brighthush has become synonymous with customer‑centric solutions that drive growth and loyalty. Our mission is simple: to help our clients turn every interaction into a lasting partnership.

Operating in a fast‑moving industry, we blend cutting‑edge technology with human‑centered design. Our remote‑first model empowers talented professionals from around the world to contribute from wherever they feel most productive. If you thrive in a dynamic, inclusive environment where your voice matters and your career can accelerate, brighthush is the place for you.

Why Join brighthush?

• Impactful Work: Your day-to-day will directly influence customer satisfaction, retention, and the overall success of our clients.
• Growth Opportunities: From entry‑level to senior roles, we provide clear career pathways and mentorship programs.
• Remote Flexibility: Work from the comfort of your home in Sri Lanka while collaborating with a global team.
• Competitive Compensation: A robust salary package, performance bonuses, and comprehensive benefits.
• Culture of Excellence: We celebrate diversity, encourage innovation, and prioritize work‑life balance.

Key Responsibilities

As a Customer Success Associate at brighthush, you will be the frontline advocate for our clients, ensuring they receive the highest level of support and value from our solutions. Your responsibilities will include:

• Providing timely, professional assistance to clients via email, chat, and video calls, ensuring their questions are answered and issues resolved.
• Managing a ticketing system to log, track, and close customer inquiries, maintaining accurate records in Google Docs and Spreadsheets.
• Coordinating cross‑functional follow‑ups with product, engineering, and sales teams to deliver comprehensive solutions.
• Creating and updating knowledge‑base articles, FAQs, and onboarding materials to empower clients and reduce support load.
• Monitoring customer health metrics, identifying at‑risk accounts, and proposing proactive strategies to improve satisfaction.
• Participating in weekly team huddles, sharing insights, and contributing to continuous improvement initiatives.
• Adhering to the scheduled shift of 6:30 PM to 5:30 AM Sri Lanka time, ensuring coverage during peak client hours.

Essential Qualifications

• Proficient written and verbal communication in English, with a strong command of customer‑centric language.
• Prior experience in a customer service or client‑facing role, preferably in a SaaS or technology environment.
• Comfortable using collaboration tools such as Skype, Zoom, Google Docs, and Google Spreadsheets.
• Demonstrated ability to manage multiple tasks, prioritize effectively, and meet deadlines.
• Strong problem‑solving skills and a proactive mindset when addressing client concerns.
• Self‑motivated, detail‑oriented, and able to thrive in a remote, asynchronous work setting.

Preferred Qualifications

• Experience with customer success platforms (e.g., Gainsight, Zendesk, Intercom).
• Knowledge of CRM systems and data analytics tools.
• Familiarity with the Sri Lankan market and local business practices.
• Previous exposure to complaint management and escalation processes.
• Fluency in additional languages (e.g., Sinhala, Tamil) is a plus.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across multiple channels.
• Technical Proficiency: Quick adaptation to new software and digital tools.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable insights.
• Collaboration: Working effectively with cross‑functional teams in a remote environment.
• Time Management: Managing a demanding shift schedule while maintaining high productivity.
• Customer‑Obsessed: A genuine passion for delivering outstanding client experiences.

Career Growth & Learning

At brighthush, we believe in nurturing talent from the ground up. As a Customer Success Associate, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned professionals.
• Regular training sessions on product updates, industry trends, and soft‑skill development.
• Opportunities to transition into senior customer success roles, account management, or product support.
• Cross‑departmental projects that broaden your skill set and visibility within the organization.
• Annual performance reviews that align your goals with company objectives and reward high performers.

Work Environment & Culture

brighthush champions a culture of trust, transparency, and inclusivity. Our remote model means:

• Flexible work hours that accommodate your personal commitments while ensuring coverage during key client times.
• Regular virtual team events, hackathons, and wellness initiatives that foster camaraderie.
• A flat hierarchy that encourages open dialogue and rapid decision‑making.
• Access to cutting‑edge collaboration tools that keep you connected with colleagues worldwide.

Compensation & Benefits

• Competitive Salary: LKR 1,080,000 per year, commensurate with experience and performance.
• Performance Bonuses: Quarterly incentives tied to customer satisfaction metrics.
• Paid Time Off: Generous vacation policy, sick leave, and personal days.
• Professional Development: Tuition reimbursement for relevant courses, certifications, and conferences.
• Retirement Plan: Employer‑matched contributions to a retirement savings plan.
• Health & Wellness: Comprehensive health insurance covering medical, dental, and vision.
• Technology Stipend: Monthly allowance for home office equipment and internet connectivity.

How to Apply

If you are ready to join a forward‑thinking organization that values your expertise and offers a platform for growth, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal candidate for this role. We look forward to exploring how your skills can help brighthush continue to deliver unparalleled customer success worldwide.