Seasoned Remote Director of Global Customer Service Excellence – Strategic Visionary Leading Multicultural Latin American Teams to Deliver Unparalleled Fan Experience for brighthush

About brighthush

brighthush is a global pioneer at the crossroads of music, live events, and immersive digital experiences. With a presence in over 190 countries, we fuse cutting‑edge streaming technology, world‑class concerts, and next‑generation virtual environments into a single, seamless ecosystem. Our mission is simple yet profound: to bring joy, connection, and unforgettable moments to audiences worldwide while fostering a culture of creativity, inclusivity, and relentless innovation. As a remote‑first organization, brighthush empowers employees to work from anywhere, supported by a robust digital infrastructure that keeps teams connected, collaborative, and productive across time zones.

Why This Role Matters

In the fast‑moving entertainment landscape, the customer is the heartbeat of everything we do. The people who interact with brighthush every day—whether they’re streaming a concert, purchasing a ticket, or seeking support—are the ambassadors of our brand. As the Remote Director of Global Customer Service Excellence, you will shape the future of customer experience across three dynamic Latin American markets—Mexico, Peru, and Brazil—while leading a diverse, high‑performing team that thrives on collaboration, data‑driven decision making, and continuous improvement. Your leadership will directly influence how millions of fans feel when they engage with brighthush, turning every interaction into a story worth sharing.

What You’ll Achieve

By stepping into this role, you will become the catalyst for a transformative customer experience strategy that aligns with brighthush’s global vision. You will:

• Elevate brand perception by consistently delivering world‑class service across multiple time zones.
• Drive measurable improvements in key metrics such as CSAT, NPS, and first‑contact resolution.
• Build a high‑velocity, data‑driven culture that empowers agents to solve problems faster and smarter.
• Champion innovation initiatives that reduce operational costs while enhancing customer delight.
• Position brighthush as a benchmark for customer service excellence in the entertainment industry.

Key Responsibilities

• Strategic Leadership: Design and execute a forward‑looking global customer service strategy that aligns with brighthush’s vision, business objectives, and the evolving expectations of Latin American audiences.
• Team Management & Development: Recruit, mentor, and inspire a multicultural team of customer service managers, supervisors, and agents. Foster a culture of excellence, accountability, and continuous learning through regular coaching, performance reviews, and career‑pathing initiatives.
• Process Optimization & Automation: Identify, design, and implement scalable processes, tools, and best practices that elevate service quality, reduce response times, and increase customer satisfaction. Champion the adoption of AI chatbots, omnichannel platforms, and self‑service portals to streamline interactions.
• Data‑Driven Insights: Leverage advanced analytics to monitor key performance indicators (KPIs), uncover trends, and recommend actionable improvements to senior leadership. Translate complex data into clear, compelling narratives that drive decision‑making.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Finance teams to ensure a unified customer experience. Advocate for customer‑centric product enhancements and provide feedback loops that inform roadmap priorities.
• Stakeholder Reporting: Prepare and present regular reports, dashboards, and executive summaries to senior leadership. Highlight achievements, challenges, and strategic initiatives in a concise, data‑rich format.
• Compliance & Quality Assurance: Ensure all customer interactions comply with local regulations, data privacy laws, and brighthush’s rigorous quality standards. Lead continuous improvement cycles that elevate service quality across all touchpoints.
• Talent Development: Design and deliver training programs, coaching sessions, and career development pathways that empower team members to grow, excel, and stay engaged.
• Budget Management: Oversee the regional customer service budget, ensuring optimal allocation of resources, cost‑effective operations, and alignment with strategic priorities.
• Innovation & Change Management: Champion new technologies, process improvements, and change initiatives that enhance the customer journey. Lead cross‑functional teams through transformation with clear communication, stakeholder engagement, and measurable outcomes.

Essential Qualifications

• Minimum 10 years of progressive leadership experience in customer service or related fields, with at least 5 years in a senior managerial role.
• Proven track record of leading multicultural teams across Latin America, with deep understanding of local market nuances, cultural expectations, and customer behavior.
• Strong analytical mindset: experience with data analysis tools (e.g., Tableau, Power BI, or equivalent) and the ability to translate metrics into actionable strategies.
• Exceptional communication and interpersonal skills, capable of influencing stakeholders at all levels—from frontline agents to C‑suite executives.
• Fluency in English and Spanish; proficiency in Portuguese is highly desirable.
• Experience managing remote or distributed teams, with a focus on building cohesion, performance, and engagement in a virtual environment.
• Demonstrated ability to develop and implement scalable processes that drive efficiency, quality, and customer satisfaction.
• Knowledge of customer experience frameworks (e.g., CX, NPS, CSAT) and experience using them to guide improvement initiatives.
• Strong business acumen and understanding of budgeting, forecasting, and resource allocation.

Preferred Qualifications

• Experience in the entertainment, streaming, or media industry, with a deep appreciation for the unique challenges and opportunities of these sectors.
• Background in technology implementation, such as CRM systems (e.g., Salesforce, Zendesk) or AI‑powered support solutions.
• Advanced degree (MBA, Master’s in Business Administration, or related field).
• Prior experience working with global brands and managing cross‑border customer service operations.
• Certified in Six Sigma, Lean, or similar process improvement methodologies.

Core Competencies & Skills

• Leadership & Vision: Ability to inspire, motivate, and align teams around a shared vision that drives business results.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless pursuit of service excellence.
• Strategic Thinking: Capacity to see the big picture while managing day‑to‑day operations with precision.
• Change Management: Skilled at guiding teams through transformation and fostering adaptability.
• Data Literacy: Comfortable working with large datasets, deriving insights, and making data‑driven decisions.
• Cross‑Cultural Communication: Proficiency in navigating cultural differences and building inclusive teams.
• Project Management: Experience leading complex projects with tight deadlines and cross‑functional stakeholders.
• Technology Savvy: Familiarity with modern customer service platforms, automation tools, and emerging tech trends.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the entertainment industry itself. As the Remote Director of Global Customer Service Excellence, you will:

• Gain exposure to senior leadership and influence company‑wide strategy across multiple markets.
• Lead high‑impact initiatives that shape the future of customer experience and drive measurable business outcomes.
• Participate in executive‑level mentorship programs and leadership development tracks designed to accelerate your growth.
• Access continuous learning resources, including industry conferences, workshops, and online courses that keep you at the forefront of customer experience innovation.
• Explore opportunities to transition into broader roles such as Head of Customer Experience, Global Operations, or Product Management, leveraging your deep operational expertise and strategic vision.

Work Environment & Culture at brighthush

brighthush champions a culture of creativity, collaboration, and inclusivity. Our remote‑first approach empowers employees to work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑departmental knowledge‑sharing sessions that keep everyone aligned and inspired.
• Flexible work hours that respect personal and cultural time zones, ensuring a healthy work‑life balance.
• Regular virtual team‑building activities and quarterly in‑person retreats that strengthen relationships and foster a sense of community.
• A transparent feedback loop that encourages continuous improvement and empowers employees to voice ideas.
• A commitment to diversity, equity, and inclusion, with dedicated resource groups, inclusive hiring practices, and a culture that celebrates differences.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with industry standards and market benchmarks.
• Performance‑based bonuses and equity options that reward your impact on the business.
• Comprehensive health, dental, and vision insurance for employees and dependents, ensuring peace of mind.
• Generous paid time off, including vacation, sick leave, and personal days, to recharge and stay refreshed.
• Wellness programs: virtual fitness classes, mental health resources, and wellness stipends that support holistic well‑being.
• Professional development budget and tuition reimbursement to fuel your growth and learning.
• Employee assistance programs and 24/7 support for personal and professional challenges.
• Access to brighthush’s global entertainment perks, including free streaming, concert tickets, and exclusive events that let you experience the brand you help bring to life.

How to Apply

Ready to lead a world‑class customer service team and shape the future of entertainment? Submit your resume, cover letter, and a brief portfolio of your leadership achievements through the brighthush careers portal. We look forward to discovering how your vision and expertise will elevate the customer experience for millions of fans worldwide.

Join brighthush – Where Every Interaction Matters

At brighthush, we’re not just a company; we’re a community of storytellers, innovators, and dreamers. As the Remote Director of Global Customer Service Excellence, you’ll play a pivotal role in ensuring that every customer interaction reflects the passion, quality, and creativity that define our brand. If you’re a seasoned leader with a passion for customer experience, ready to make an impact across Latin America, we invite you to apply and become part of our global family.