Remote Customer Care Manager – Escalations & Process Improvement Lead (1‑Year Contract)

About brighthush

brighthush is a trailblazing online marketplace that connects discerning buyers and sellers of high‑value luxury goods. Since its founding in 2003, brighthush has grown into a global platform that thrives on trust, transparency, and an unwavering commitment to customer satisfaction. With a vibrant community of collectors, experts, and enthusiasts, brighthush has become the go‑to destination for anyone looking to buy, sell, or trade premium items with confidence.

Our mission is simple: to empower people to experience the joy of owning exceptional products while ensuring every transaction is secure, seamless, and supported by world‑class service. Whether you’re a seasoned collector or a first‑time buyer, brighthush offers a curated marketplace backed by robust technology, meticulous quality checks, and a dedicated support team that goes above and beyond.

As we continue to expand across the APAC region, we’re looking for a dynamic, customer‑centric professional to join our remote team in the United States. This role is a 1‑year contract position that offers the flexibility of remote work while placing you at the heart of our global support operations.

Key Responsibilities

• Escalation Lead: Serve as the primary escalation point for complex or unresolved customer cases originating from our APAC user base. Conduct in‑depth investigations, coordinate cross‑functional teams, and deliver timely resolutions that exceed customer expectations.
• Pattern Identification: Analyze ticket data to uncover recurring issues. Flag these patterns to product, compliance, and account management teams, providing actionable insights that drive continuous process improvement.
• Cross‑Functional Coordination: Work closely with Product Management, Account Management, Fraud Prevention, and Compliance teams—often across multiple time zones—to clarify open questions, share critical information, and ensure root‑cause investigations are thorough and accurate.
• Complaint Management: Collaborate with the Complaint Management team to handle a structured caseload of customer complaints. Follow defined workflows, maintain meticulous case documentation, and ensure all tickets are tracked to closure.
• Queue & SLA Management: Monitor ticket queues in real time, prioritize cases based on SLA targets, and maintain high CSAT and quality scores across the APAC region.
• Process Documentation: Contribute to the creation and refinement of support playbooks, knowledge base articles, and best‑practice guides that empower Tier 1 agents and reduce future escalations.
• Stakeholder Reporting: Prepare regular reports on escalation trends, resolution metrics, and customer feedback for senior leadership, highlighting opportunities for service enhancement.

Essential Qualifications

• 1–3 years of experience in a customer support or service role, with a proven track record of handling escalations or complex cases.
• Exceptional written and verbal communication skills in English and at least one APAC language (e.g., Mandarin, Cantonese, Japanese, Korean).
• Proficiency with ticketing systems such as Zendesk, Freshdesk, or AWS Support Center, including the ability to maintain accurate case documentation.
• Strong analytical mindset: ability to apply established procedures to identify patterns and resolve non‑standard cases within a clear framework.
• Excellent organizational skills and the capacity to manage multiple priorities while meeting stringent SLA deadlines.
• Self‑starter who thrives in an independent, structured environment and can work effectively across time zones.

Preferred Qualifications

• Fluency in an additional APAC language beyond the primary language requirement.
• Experience in e‑commerce, marketplace, or fintech environments, especially within APAC markets.
• Familiarity with payment workflows, buyer/seller dispute resolution, or fraud prevention processes, including region‑specific payment methods common across APAC.
• Background in quality assurance, process documentation, or customer experience improvement initiatives.
• Knowledge of compliance and regulatory frameworks relevant to online marketplaces in APAC.

Skills & Competencies

• Customer‑First Mindset: A genuine passion for delivering exceptional service and turning challenging situations into positive outcomes.
• Problem‑Solving: Ability to dissect complex issues, identify root causes, and propose sustainable solutions.
• Collaboration: Comfortable working with cross‑functional teams, building consensus, and driving initiatives forward.
• Data‑Driven Decision Making: Skilled at interpreting metrics, spotting trends, and translating insights into actionable improvements.
• Adaptability: Quick to learn new tools, processes, and market dynamics in a fast‑paced environment.
• Time‑Zone Agility: Experience coordinating with colleagues across different time zones, ensuring seamless communication and timely resolution.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Remote Customer Care Manager, you’ll:

• Gain exposure to the full spectrum of our global support operations, from front‑line interactions to strategic process design.
• Work alongside seasoned professionals in product, compliance, and fraud prevention, broadening your skill set and industry knowledge.
• Participate in continuous learning programs, including workshops on advanced customer experience techniques, data analytics, and cross‑cultural communication.
• Contribute to high‑impact projects that shape the future of our marketplace, giving you a tangible sense of ownership and accomplishment.
• Build a robust professional network across APAC and the United States, positioning you for future leadership roles within brighthush or the broader e‑commerce ecosystem.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote-first approach empowers employees to work from anywhere while staying connected through:

• Weekly virtual town halls where leadership shares company updates and celebrates milestones.
• Cross‑functional “innovation sprints” that bring together diverse teams to tackle pressing challenges.
• A flat hierarchy that encourages open dialogue, rapid decision‑making, and a sense of belonging.
• Team‑building activities, such as virtual coffee chats, game nights, and quarterly retreats, fostering camaraderie across time zones.
• Commitment to work‑life balance, with flexible hours and a focus on results rather than rigid schedules.

Compensation & Benefits

While specific figures are tailored to individual experience and market conditions, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for remote customer care leadership roles.
• Performance‑based bonuses tied to key metrics such as CSAT, SLA compliance, and process improvement impact.
• Health, dental, and vision insurance options for employees and their families.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend to support courses, certifications, and conferences.
• Access to a global network of experts, mentors, and learning resources.

How to Apply

Ready to take the next step in your career and help shape the future of customer experience at brighthush? Click the link below to submit your application. We look forward to exploring how your expertise and passion can elevate our support operations and delight our APAC community.