Seasoned Remote Director of Global Customer Service – Leading Multicultural Teams Across Latin America for brighthush

About brighthush

brighthush is a global entertainment powerhouse that redefines how people experience stories, music, and live events. With a presence in over 190 countries and a portfolio that spans streaming, live concerts, and immersive experiences, brighthush is at the forefront of the digital entertainment revolution. Our mission is to bring joy, connection, and unforgettable moments to audiences worldwide, and we do so by fostering a culture of creativity, inclusivity, and relentless innovation.

Why Join brighthush?

At brighthush, we believe that the customer is the heart of everything we do. Our customer service teams are the frontline ambassadors of our brand, ensuring that every interaction is seamless, personalized, and memorable. As a Remote Director of Global Customer Service, you will have the opportunity to shape the future of customer experience across three dynamic markets—Mexico, Peru, and Brazil—while working with a diverse, high‑performing team that thrives on collaboration, data‑driven decision making, and continuous improvement.

Key Responsibilities

• Strategic Leadership: Design and execute a global customer service strategy that aligns with brighthush’s vision and business objectives across Mexico, Peru, and Brazil.
• Team Management: Build, mentor, and inspire a multicultural team of customer service managers, supervisors, and agents, fostering a culture of excellence, accountability, and continuous learning.
• Process Optimization: Identify, develop, and implement scalable processes, tools, and best practices that improve service quality, reduce response times, and increase customer satisfaction.
• Data‑Driven Insights: Leverage analytics to monitor key performance indicators (KPIs), uncover trends, and recommend actionable improvements to senior leadership.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Finance teams to ensure a unified customer experience and to advocate for customer‑centric product enhancements.
• Stakeholder Reporting: Prepare and present regular reports, dashboards, and executive summaries to senior leadership, highlighting achievements, challenges, and strategic initiatives.
• Compliance & Quality Assurance: Ensure all customer interactions comply with local regulations, data privacy laws, and brighthush’s quality standards.
• Talent Development: Design and deliver training programs, coaching sessions, and career development pathways that empower team members to grow and excel.
• Budget Management: Oversee the regional customer service budget, ensuring optimal allocation of resources and cost‑effective operations.
• Innovation & Change Management: Champion new technologies (e.g., AI chatbots, omnichannel platforms) and drive change initiatives that enhance the customer journey.

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 and customer expectations.
• Strong analytical mindset: experience with data analysis tools (e.g., Tableau, Power BI) and the ability to translate metrics into actionable strategies.
• Exceptional communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Fluency in English and Spanish; proficiency in Portuguese is highly desirable.
• Experience managing remote or distributed teams, with a focus on building cohesion and performance in a virtual environment.
• Demonstrated ability to develop and implement scalable processes that drive efficiency and quality.
• 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.
• Background in technology implementation, such as CRM systems (e.g., Zendesk, Salesforce) 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.
• 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.
• 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 Director of Global Customer Service, you will:

• Gain exposure to senior leadership and influence company‑wide strategy.
• Lead high‑impact initiatives that shape the future of customer experience across multiple markets.
• Participate in executive‑level mentorship programs and leadership development tracks.
• Access to continuous learning resources, including industry conferences, workshops, and online courses.
• Opportunity to transition into broader roles such as Head of Customer Experience, Global Operations, or Product Management.

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.
• Flexible work hours that respect personal and cultural time zones.
• Regular virtual team‑building activities and quarterly in‑person retreats.
• A transparent feedback loop that encourages continuous improvement.
• Commitment to diversity, equity, and inclusion, with dedicated resource groups and inclusive hiring practices.

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.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision insurance for employees and dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Wellness programs: virtual fitness classes, mental health resources, and wellness stipends.
• Professional development budget and tuition reimbursement.
• Employee assistance programs and 24/7 support.
• Access to brighthush’s global entertainment perks, including free streaming, concert tickets, and exclusive events.

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, 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.