Seasoned APAC Customer Support Specialist – Remote, English‑Fluent, EdTech Support & Future Team Lead Opportunity

About brighthush and the EdTech Revolution

brighthush is a forward‑thinking, fully remote EdTech company that is redefining how children learn and grow in the digital age. With a global footprint that spans the Americas, Europe, and the Asia‑Pacific (APAC) region, we empower students and parents with engaging, interactive learning experiences that blend technology, creativity, and proven pedagogical methods. Our mission is simple: to make high‑quality education accessible, affordable, and fun for every learner, no matter where they are.

As we expand our reach across APAC, we’re looking for a dedicated, customer‑centric professional who can become the first line of support for our students and their families. If you thrive in a fast‑paced, collaborative environment and want to help shape the future of tech‑driven education, brighthush is the place for you.

Key Responsibilities

As the primary point of contact for our APAC community, you’ll play a pivotal role in ensuring a seamless, positive experience for every student and parent who reaches out. Your day‑to‑day tasks will include:

• Multi‑Channel Support: Respond to inquiries via phone, email, and live chat with professionalism and empathy.
• Billing & Subscription Management: Handle requests related to payments, refunds, plan upgrades, and cancellations while maintaining accuracy and compliance.
• Ticket Lifecycle Management: Log, prioritize, and close tickets in our CRM and internal tools, ensuring data integrity and timely resolution.
• Troubleshooting & Escalation: Diagnose technical or procedural issues, provide clear solutions, and route complex cases to the appropriate specialist teams.
• Process Improvement: Identify recurring pain points, propose actionable insights, and collaborate with cross‑functional teams to enhance support workflows.
• Team Collaboration & Onboarding: Share best practices, mentor new hires, and contribute to a culture of continuous learning and high performance.
• Metrics & Reporting: Track key performance indicators such as CSAT, SLA, and average resolution time, and use data to drive improvements.

Essential Qualifications

• Advanced or native English proficiency (C1/C2), with exceptional written and verbal communication skills.
• Minimum of 6 months of proven customer support experience, preferably in a tech or education context.
• Hands‑on experience with CRM platforms (e.g., Zendesk, Freshdesk, HubSpot) and ticketing systems.
• Strong problem‑solving aptitude, with the ability to learn new tools and processes quickly.
• Excellent interpersonal skills, capable of building rapport with diverse stakeholders.
• Self‑motivated, highly organized, and comfortable working independently in a remote setting.
• Availability to work the core shift of 12:00 – 21:00 Sydney time (AEDT, GMT+11), which translates to 02:00 – 11:00 CET. A one‑hour break is included, and the role is full‑time (5 days a week).

Preferred Qualifications

• Background in EdTech or online education, with a passion for student success.
• Experience mentoring or coordinating a support team, demonstrating leadership potential.
• Familiarity with customer satisfaction metrics (CSAT, SLA, NPS) and a data‑driven approach to service improvement.
• Prior experience supporting customers across the APAC region, with cultural sensitivity and regional knowledge.

Skills & Competencies

• Communication: Clear, concise, and friendly tone across all channels.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Adaptability: Ability to pivot quickly in a dynamic environment and embrace change.
• Team Spirit: Collaborative mindset, eager to share knowledge and support colleagues.
• Time Management: Prioritize tasks effectively while meeting SLA targets.
• Customer‑First Attitude: Passion for delivering exceptional service and turning challenges into opportunities.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering career progression. As a Customer Support Specialist, you’ll have the chance to:

• Progress into a Team Lead or Manager role, guiding a growing support squad.
• Participate in cross‑functional projects that influence product development and user experience.
• Access continuous learning resources, including online courses, webinars, and industry conferences.
• Receive regular performance feedback and coaching to refine your skills.
• Benefit from a transparent promotion path, with clear criteria and milestones.

Work Environment & Culture at brighthush

Our culture is built on trust, collaboration, and a shared commitment to excellence. Key highlights include:

• Fully Remote: Work from anywhere with a reliable internet connection.
• Inclusive Team: Diverse, international colleagues who celebrate different perspectives.
• Supportive Leadership: Open communication channels with senior leaders and a flat hierarchy.
• Flexibility: While we have core hours, we respect work‑life balance and encourage autonomy.
• Community Impact: Every interaction contributes to shaping the next generation of learners.

Compensation & Benefits

We offer a competitive, fixed base salary of $900 USD per month, paid on a monthly basis. In addition to your base pay, you’ll enjoy:

• Health and wellness stipend (optional).
• Annual professional development budget.
• Flexible vacation policy, with paid time off accrued monthly.
• Access to a global network of peers and mentors.
• Regular team virtual events and social gatherings.

Assessment & Application Process

All qualified candidates will be invited to complete a brief assessment task (approximately 2 hours) designed to evaluate your communication skills, problem‑solving approach, and familiarity with CRM tools. The process typically includes:

• Online assessment submission.
• One‑on‑one interview with the Customer Support Lead.
• Optional team‑fit interview with cross‑functional members.
• Final offer and onboarding.

How to Apply

Ready to join brighthush and make a tangible difference in the lives of students and parents across APAC? Click the link below to submit your application and take the first step toward an exciting career in EdTech.

Apply to brighthush Today

Closing Statement

At brighthush, we’re not just building a company; we’re building a movement that empowers learners worldwide. If you’re a proactive, customer‑centric professional who thrives in a remote, collaborative environment and is eager to grow into a leadership role, we want to hear from you. Join us, and together we’ll shape the future of technology‑driven education for children around the globe.