Seasoned Customer Support & Success Specialist – 100% Remote LATAM Talent Pool – Accelerate Your Global Career with brighthush
About brighthush
brighthush is more than a nearshore talent agency; we are a dynamic bridge that connects high‑growth U.S. companies with the brightest, English‑fluent professionals from Latin America. In a world where customer experience is the new competitive edge, brighthush empowers brands to deliver world‑class support by placing the right talent in the right roles. Our philosophy is simple yet powerful: quality talent is discovered through personal vetting, human‑to‑human interaction, and a relentless focus on cultural fit. Every candidate in our network is interviewed by a seasoned recruiter, not filtered through an algorithm, ensuring that the professionals we place are not only technically proficient but also aligned with the values and culture of the companies we serve.
Why This Opportunity Stands Out
At brighthush, we believe that the right role should feel like a natural fit, not a compromise. That’s why we offer:
- Immediate access to a curated network of U.S. companies that value customer delight.
- Competitive salaries paid in USD, often exceeding local market rates.
- 100% remote work from anywhere in LATAM, giving you flexibility and autonomy.
- Direct, human‑to‑human communication throughout the recruitment process—no AI screening.
- Continuous career development and international exposure.
Key Responsibilities
As a member of our Customer Support Talent Pool, you’ll be expected to perform a range of tasks that keep our clients’ customers happy and engaged. Your day‑to‑day will include:
- Email & Chat Support: Respond to customer inquiries with clarity, empathy, and speed, ensuring every interaction reflects the brand’s voice.
- Ticket Management: Resolve tickets efficiently, escalating complex issues to the appropriate teams when necessary, and maintaining a high first‑contact resolution rate.
- Onboarding & Success: Guide new customers through product setup, ensuring they achieve early wins and long‑term satisfaction.
- Knowledge Base Creation: Draft, edit, and maintain helpful articles that empower customers to solve problems independently.
- Feedback Loop: Capture and share customer insights with product and service teams to drive continuous improvement.
- Process Improvement: Identify recurring pain points and propose actionable solutions to enhance support workflows.
- Metrics & Reporting: Track key performance indicators such as response time, resolution time, CSAT, and NPS, and present findings to stakeholders.
- Collaboration: Work seamlessly with cross‑functional teams—product, engineering, sales, and marketing—to ensure a unified customer experience.
Essential Qualifications
- Residing in Latin America with reliable high‑speed internet and a dedicated workspace.
- Fluent in English (B2 level or higher) – both written and spoken, with excellent written communication skills.
- Proven experience in customer support, service, or success roles, preferably in a SaaS or technology environment.
- Patience, empathy, and a knack for clear, concise communication that turns frustration into satisfaction.
- Strong problem‑solving skills and the ability to troubleshoot technical issues quickly.
- Proficiency with help desk tools such as Zendesk, Freshdesk, or Intercom, and a willingness to learn new platforms.
Preferred Qualifications
- Experience working with U.S. customers or in a U.S. market context, understanding time‑zone nuances and cultural expectations.
- Background in SaaS or technology products, with a solid grasp of subscription models and cloud services.
- Knowledge of CRM systems and data analytics, able to extract insights from customer data.
- Experience creating or maintaining knowledge bases, FAQs, or community forums.
- Previous exposure to customer success metrics such as churn, upsell, and renewal rates.
Skills & Competencies for Success
- Communication: Ability to translate technical jargon into customer‑friendly language, tailoring tone to diverse audiences.
- Problem‑Solving: Quick analytical thinking to diagnose and resolve issues, often under tight deadlines.
- Time Management: Prioritize tickets and tasks while maintaining high quality and meeting SLA targets.
- Collaboration: Work seamlessly with cross‑functional teams (product, engineering, sales) to close loops.
- Adaptability: Thrive in a fast‑changing environment with evolving customer needs and product updates.
- Customer‑Centric Mindset: Put the customer at the center of every decision, striving to exceed expectations.
- Data‑Driven Decision Making: Use metrics and analytics to inform improvements and measure success.
- Continuous Learning: Stay curious, pursue new knowledge, and apply best practices in customer support.
Career Growth & Learning Opportunities
When you join brighthush, you’re not just filling a role – you’re stepping into a career path that offers:
- Progressive exposure to high‑growth U.S. companies across diverse industries, from fintech to healthtech to e‑commerce.
- Mentorship from experienced recruiters and industry experts who guide your professional journey.
- Access to a curated library of training resources on customer success best practices, product knowledge, and soft skills.
- Clear advancement tracks, from support specialist to senior success manager, and eventually into leadership roles such as Customer Success Director or VP of Support.
- Opportunities to work on cross‑functional projects that influence product strategy and customer experience, giving you a holistic view of the business.
- Regular skill‑building workshops, hackathons, and peer‑learning sessions that keep you at the cutting edge of the support field.
Work Environment & Culture at brighthush
Our culture is built on trust, transparency, and a shared commitment to excellence. Even though we’re a remote‑first organization, we foster a sense of community through:
- Weekly virtual coffee chats and team huddles that keep everyone connected.
- Open‑door policy – you can reach out to any senior leader at any time.
- Regular feedback loops and performance reviews that focus on growth rather than just metrics.
- Celebrations of milestones, both personal and professional, to build camaraderie.
- Inclusive practices that respect diverse backgrounds and perspectives, ensuring everyone feels valued.
- Flexible work schedules that respect local time zones while aligning with global team needs.
Compensation, Perks, and Benefits
While specific packages vary by role and client, you can expect:
- Competitive USD salaries that often exceed local market rates, with performance‑based bonuses.
- Fully remote work – no commuting, no relocation, and the freedom to work from anywhere in LATAM.
- Health and wellness resources, including virtual fitness classes, mental health support, and wellness stipends.
- Professional development budget for courses, certifications, and conferences, both virtual and in‑person.
- Paid time off and flexible holiday scheduling, allowing you to recharge and maintain work‑life balance.
- Access to a global network of peers and mentors, fostering continuous learning and collaboration.
- Employee referral bonuses and recognition programs that reward your contributions to the community.
How the Recruitment Process Works
- Apply: Submit your application through our portal and tell us about your skills, experience, and the type of role you’re seeking.
- Personal Review: A dedicated recruiter will review your profile, ensuring it aligns with our clients’ needs and your career aspirations.
- Talent Pool Placement: Your profile will be added to our active database, and you’ll receive notifications for relevant openings.
- Direct Outreach: When a role that matches your background opens, we’ll contact you directly—often before it’s publicly posted.
- Interview & Onboarding: If selected, you’ll go through a streamlined interview process and receive a comprehensive onboarding plan that sets you up for success.
- Continuous Support: Even after placement, our recruiters remain available for career guidance, skill development, and new opportunities.
Ready to Take the Next Step?
If you’re a customer‑support professional who thrives on solving problems, building relationships, and delivering exceptional experiences, brighthush wants to hear from you. Join our talent pool and let us match you with a role that aligns with your skills, ambitions, and lifestyle. Your next career milestone is just a click away.
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