Dynamic Customer Success Champion – Expat Tax Services & Client Experience Lead (Remote, US Time Zones)

About brighthush

brighthush is a forward‑thinking, high‑velocity tax solutions provider that specializes in helping U.S. citizens and residents living abroad navigate the complexities of U.S. tax law. With a mission to deliver flawless, personalized service, we empower our clients to focus on their adventures while we handle the paperwork. Our team is a vibrant mix of seasoned tax professionals, tech innovators, and customer‑centric thinkers who thrive in a fast‑paced, remote environment. As we accelerate our growth, we’re looking for a passionate, results‑driven Customer Success Champion to become the heartbeat of our client experience.

Why brighthush?

• Impact at Scale: In a small, tight‑knit team, every voice matters. Your ideas will shape product features, service workflows, and the overall customer journey.
• Autonomy & Trust: We believe in empowering our people. You’ll own your metrics, set your priorities, and make decisions that directly influence client satisfaction.
• Continuous Learning: From tax law updates to cutting‑edge customer‑support tools, we provide the resources and mentorship you need to grow.
• Global Reach, Local Touch: While we serve clients worldwide, we’re a remote team that values personal connection, collaboration, and a healthy work‑life balance.

Key Responsibilities

As the frontline advocate for our clients, you’ll be responsible for ensuring a seamless, delightful experience from first contact to tax‑return completion.

• Respond to client inquiries across multiple channels (email, chat, phone, Zoom) with empathy, clarity, and a proactive mindset.
• Guide clients through every stage of the tax‑return process, ensuring they understand deadlines, required documents, and any changes in tax regulations.
• Collaborate with the Tax Team to clarify complex questions, escalating issues when necessary while maintaining a smooth handoff.
• Track and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, using data to drive continuous improvement.
• Identify upsell and cross‑sell opportunities by understanding client needs and aligning them with brighthush’s suite of services.
• Contribute to the creation and refinement of knowledge base articles, FAQs, and onboarding materials to reduce friction for both clients and teammates.
• Participate in regular team huddles, training sessions, and strategy meetings, sharing insights and best practices.
• Maintain a deep, evolving understanding of U.S. expat tax rules, filing deadlines, and relevant legislative changes.

Essential Qualifications

• Minimum 2 years of experience in a customer‑success, client‑service, or account‑management role, preferably in a tax, finance, or legal environment.
• Strong written and verbal communication skills, with the ability to translate complex information into clear, friendly language.
• Proficiency with CRM platforms (e.g., HubSpot, Salesforce) and customer‑support tools (e.g., Zendesk, Intercom).
• Demonstrated ability to manage multiple priorities, meet deadlines, and thrive under pressure—especially during peak tax season.
• Self‑motivated, highly organized, and comfortable working independently in a remote setting.
• High emotional intelligence, empathy, and a genuine passion for helping people navigate challenging situations.
• U.S. citizenship or permanent residency, with a stable U.S. time‑zone presence (Eastern, Central, Mountain, or Pacific).

Preferred Qualifications

• Prior experience in a tax‑related role or exposure to U.S. expat tax filings.
• Background as an expat or a strong affinity for international travel and cross‑cultural communication.
• Knowledge of tax software (e.g., TurboTax, TaxAct) and familiarity with IRS e‑filing systems.
• Experience with data analytics tools (e.g., Excel, Google Data Studio) to track and report on customer metrics.
• Fluency in a second language commonly spoken by U.S. expats (Spanish, French, German, Mandarin, etc.).

Skills & Competencies

• Customer‑Centric Mindset: Always puts the client first, anticipating needs and exceeding expectations.
• Problem‑Solving: Quickly diagnoses issues, proposes solutions, and follows through to resolution.
• Analytical Thinking: Uses data to uncover trends, measure success, and inform strategy.
• Adaptability: Thrives in a dynamic environment, adjusting priorities as tax laws and client demands evolve.
• Collaboration: Works seamlessly with cross‑functional teams—tax, product, engineering, and marketing—to deliver a unified client experience.
• Time Management: Prioritizes tasks, manages deadlines, and maintains high quality under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As we expand, you’ll have the chance to:

• Progress into senior customer‑success roles, such as Customer Success Manager or Director of Client Experience.
• Transition into product or tax‑consulting roles, leveraging your deep client insights.
• Lead training initiatives, mentoring new hires and shaping the onboarding curriculum.
• Participate in cross‑departmental projects, gaining exposure to technology, compliance, and business strategy.
• Attend industry conferences, webinars, and workshops—fully reimbursed—to stay ahead of tax law changes and customer‑experience trends.

Work Environment & Culture at brighthush

Our remote culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours within U.S. business time, allowing you to balance personal commitments.
• Monthly virtual team socials, quarterly all‑hands meetings, and annual in‑person retreats (Mexico City, Costa Rica, Ireland, Morocco).
• A collaborative, flat hierarchy where ideas are valued and decisions are data‑driven.
• Access to cutting‑edge tools—Slack, Zoom, Asana, and a fully stocked virtual office kit.
• Open channels for feedback, continuous improvement, and personal development.

Compensation & Benefits

While specific figures vary by experience, we offer a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance (U.S. and international coverage).
• 401(k) with company match.
• Generous paid time off (PTO) and flexible holiday policy.
• Professional development stipend and tuition reimbursement.
• Employee wellness program and mental‑health resources.
• Annual team trip and occasional in‑person meet‑ups.

How to Apply

Ready to become the voice of our clients and help shape the future of expat tax solutions? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’re excited to hear how your passion for customer success and your unique skill set will elevate our team.

Join brighthush Today

At brighthush, we’re not just a tax company—we’re a community of innovators, problem‑solvers, and dream‑chasers. If you’re eager to make a tangible impact, grow your career, and work with a team that values integrity, collaboration, and continuous learning, we want to hear from you.

Apply now and help us bring clarity, confidence, and peace of mind to U.S. expats worldwide.