Experienced German‑Speaking Customer Success & Support Specialist – Remote, Full‑Time – Drive Student Satisfaction & Upsell Tutoring Packages at brighthush

About brighthush

brighthush is a trailblazing online education platform that connects passionate tutors with eager students across Germany. With a mission to democratize learning, we empower educators to share their expertise while giving learners the flexibility to study on their own terms. Our rapid growth has positioned us as a leader in the EdTech space, and we’re now looking for a dynamic Customer Success & Support Specialist to join our team and help us scale our impact.

Why brighthush?

• Mission‑Driven Culture: Every day, we’re making a difference in people’s lives by providing high‑quality, accessible education.
• Remote‑First Flexibility: Work from anywhere in Germany with a fully supported home office setup.
• Growth Opportunities: As a fast‑growing startup, you’ll have the chance to shape processes, influence product direction, and advance into leadership roles.
• Inclusive Environment: We celebrate diversity, encourage open dialogue, and foster a collaborative spirit.

Role Overview

As a Customer Success & Support Specialist, you will be the frontline advocate for our students and tutors. Your primary focus will be to ensure a seamless, supportive experience that keeps learners engaged and tutors thriving. You’ll also play a pivotal role in upselling additional tutoring packages, driving revenue growth while maintaining the highest level of customer satisfaction.

Key Responsibilities

• Customer Advocacy: Act as the main point of contact for students and tutors, providing timely, empathetic support across multiple channels (email, chat, phone).
• Issue Resolution: Diagnose and resolve technical, billing, and account‑related issues with a structured, calm approach, ensuring minimal disruption to learning.
• Upsell & Cross‑Sell: Identify opportunities to recommend premium tutoring packages, study plans, and additional resources that align with customer goals.
• Team Collaboration: Coordinate with the Product, Engineering, and Marketing teams to relay customer feedback, prioritize feature requests, and share insights.
• Process Improvement: Continuously refine support workflows, knowledge base content, and training materials to enhance efficiency and customer experience.
• Data‑Driven Reporting: Track key metrics (CSAT, NPS, ticket volume, resolution time) and present actionable insights to leadership.
• Community Building: Foster a sense of belonging by engaging with users on social platforms, forums, and in‑app communities.

Essential Qualifications

• Native or accent‑free German speaker with exceptional written and verbal communication skills.
• Strong advisory mindset: ability to listen, empathize, and guide customers toward solutions that meet their needs.
• Experience in a customer‑facing role (customer support, success, or service) – no prior EdTech experience required.
• Proficiency with help‑desk software (e.g., Zendesk, Freshdesk) and CRM systems.
• Comfortable handling high‑volume inquiries while maintaining composure under pressure.
• Self‑motivated, organized, and detail‑oriented with a passion for continuous learning.

Preferred Qualifications

• Background in education, tutoring, or a related field.
• Experience selling or upselling educational products or services.
• Familiarity with online learning platforms or SaaS products.
• Basic understanding of data analytics tools (Google Analytics, Tableau).
• Multilingual abilities beyond German (e.g., English, French).

Skills & Competencies

• Communication: Clear, concise, and persuasive communication tailored to diverse audiences.
• Problem‑Solving: Analytical mindset to diagnose issues and devise effective solutions.
• Customer‑Centricity: Deep empathy and a genuine desire to help users succeed.
• Sales Acumen: Ability to identify upsell opportunities and close deals with confidence.
• Collaboration: Strong teamwork skills and a willingness to share knowledge across departments.
• Adaptability: Thrive in a fast‑paced, evolving environment.

Career Growth & Learning

At brighthush, we believe in nurturing talent. As you grow in this role, you’ll have the opportunity to:

• Lead cross‑functional projects that shape product features and customer journeys.
• Mentor new hires and contribute to the development of training programs.
• Transition into senior Customer Success Manager, Product Manager, or even leadership positions within the Customer Experience team.
• Attend industry conferences, workshops, and webinars to stay ahead of EdTech trends.
• Benefit from a continuous learning stipend and access to online courses.

Work Environment & Culture

• Fully remote, with flexible working hours that respect work‑life balance.
• Weekly virtual team stand‑ups, monthly town‑halls, and quarterly off‑site retreats.
• Open‑door policy: ideas are welcomed from every level, and feedback is encouraged.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• Regular team celebrations, hackathons, and community service initiatives.

Compensation & Benefits

• Competitive base salary aligned with industry standards for remote German roles.
• Performance‑based bonuses tied to customer satisfaction metrics and upsell targets.
• Health and wellness benefits: comprehensive health insurance, mental health support, and a wellness stipend.
• Generous paid time off, parental leave, and flexible vacation policies.
• Technology stipend for home‑office equipment and high‑speed internet.
• Professional development budget and access to premium learning platforms.

How to Apply

Ready to join a mission‑driven team that’s reshaping education? Submit your application through our careers portal or click the link below. We’re excited to learn how your passion for customer success can help us empower learners across Germany.