Senior Bilingual Customer Success Lead – English & Japanese – AI‑Powered Support Specialist & Product Innovation Partner – Remote Global Fitness Technology Leader at brighthush

About brighthush – Pioneering the Future of Fitness Technology

brighthush is more than a software vendor; it is a global movement that is redefining how fitness and wellness professionals connect with their communities. With a footprint that spans North America, Europe, and Asia, we empower gyms, health‑tech startups, and personal trainers to deliver seamless, personalized experiences to their members. By marrying cutting‑edge technology, data‑driven insights, and world‑class support, we help our clients scale, innovate, and thrive in an increasingly digital world.

Our mission is simple yet ambitious: to make health and fitness accessible, engaging, and data‑rich for everyone, everywhere. We do this by building a platform that is modular, AI‑enhanced, and deeply integrated with the tools that fitness professionals already love. Whether it’s a boutique studio in Tokyo or a large corporate wellness program in New York, brighthush’s solutions adapt to the unique needs of each customer, delivering measurable results and a superior user experience.

Why brighthush is the Ideal Launchpad for Your Career

At brighthush, you’ll join a fast‑moving, AI‑driven ecosystem where your voice shapes the future of customer support. We champion a remote‑first model that gives you the flexibility to work from anywhere in the Philippines while staying connected to a vibrant, international team. Our culture is built on transparency, innovation, and inclusivity, and we’re constantly looking for talent that shares our passion for health, technology, and customer success.

We believe that the best ideas come from diverse perspectives. That’s why we actively foster an environment where every team member, regardless of background or location, can contribute to product strategy, process improvement, and community engagement. If you thrive in a collaborative, fast‑paced setting and want to see the direct impact of your work on millions of users, brighthush is the place for you.

What You’ll Gain

• Hands‑on AI Experience: Work directly with AI chatbots, recommendation engines, and natural language processing tools that are redefining support workflows.
• Cross‑Functional Collaboration: Partner with product, engineering, data science, and marketing teams to translate customer feedback into tangible product improvements.
• Structured Learning Pathways: Access mentorship, formal training, and real‑world projects that accelerate your growth from support specialist to product champion.
• Comprehensive Benefits: Enjoy health coverage, wellness stipends, generous paid time off, and a remote work stipend that supports your home office setup.
• Global Exposure: Work with customers from diverse cultural backgrounds, expanding your professional network across continents.
• Impactful Work: Your contributions directly influence product evolution and customer satisfaction, giving you a tangible sense of accomplishment.

Key Responsibilities

As a Bilingual Customer Success Lead, you will be the frontline advocate for our users, ensuring their success and satisfaction. Your day‑to‑day tasks will include:

• Customer Interaction: Respond to inquiries via email, chat, and phone in both English and Japanese, providing timely, accurate, and empathetic solutions.
• Issue Diagnosis & Resolution: Troubleshoot technical and functional issues, escalating complex problems to the appropriate teams while maintaining clear communication with customers.
• Knowledge Management: Update and maintain the knowledge base, FAQs, and support documentation to reflect new features, bug fixes, and best practices.
• Data Entry & Reporting: Log all interactions in our ticketing system and CRM, ensuring data integrity and generating weekly metrics for performance analysis.
• AI Integration: Leverage AI‑powered chatbots and recommendation engines to streamline support workflows and enhance customer self‑service.
• Continuous Improvement: Participate in post‑mortem reviews, share insights, and propose process enhancements that elevate the support experience.
• Team Collaboration: Work closely with cross‑functional teams—Product, Engineering, and Marketing—to relay user feedback and advocate for feature enhancements.
• Mentorship & Leadership: Guide junior support agents, share best practices, and help them grow into high‑performing team members.

Essential Qualifications

• Minimum 1 year of experience in a fast‑paced, customer‑facing role (e.g., call center, technical support, SaaS help desk).
• Fluency in English and Japanese (written and spoken). Demonstrated ability to handle complex conversations in both languages.
• Strong interpersonal skills with a proven track record of building rapport and trust with diverse customers.
• Proficiency in our ticketing system and CRM platform.
• Basic understanding of AI concepts (chatbots, NLP) and willingness to learn advanced tools.
• Excellent problem‑solving skills and a methodical approach to troubleshooting.
• Adaptability to shifting priorities and a proactive mindset in a dynamic environment.
• High level of empathy, patience, and a genuine desire to help others succeed.

Preferred Qualifications

• Experience supporting SaaS products in the fitness or health‑tech industry.
• Knowledge of Japanese market nuances, cultural etiquette, and local regulations.
• Experience with data analytics tools to extract insights from support metrics.
• Previous exposure to AI‑driven customer support solutions or chatbot development.
• Strong written communication skills in both languages, with a knack for creating clear, concise documentation.
• Background in project management or process improvement methodologies (Lean, Six Sigma).

Skills & Competencies

• Communication: Clear, concise, and culturally sensitive communication in English and Japanese.
• Technical Aptitude: Comfortable navigating multiple software platforms and troubleshooting technical issues.
• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Collaboration: Ability to work effectively with remote teams across time zones.
• Analytical Thinking: Strong data‑driven decision making and continuous improvement focus.
• Time Management: Prioritize tasks, meet SLAs, and manage multiple tickets simultaneously.
• AI Literacy: Curiosity about emerging AI technologies and how they can enhance customer support.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. When you join our team, you’ll gain access to:

• Structured onboarding that includes mentorship from senior support engineers.
• Monthly learning sessions covering product updates, industry trends, and soft‑skill development.
• Opportunities to transition into specialized roles such as Product Support Engineer, Customer Success Manager, or AI Product Specialist.
• Cross‑departmental projects that expose you to product design, data science, and marketing.
• Annual performance reviews that align your career goals with organizational objectives.
• Access to a digital library of courses and certifications to support continuous learning.
• Participation in hackathons and innovation challenges that foster creative problem solving.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote workforce is supported by:

• Weekly virtual town halls where leadership shares company updates and celebrates wins.
• Monthly virtual coffee breaks that foster informal networking across teams.
• Access to a digital library of courses to support continuous learning.
• Annual hackathons and innovation challenges that encourage creative problem solving.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.
• Inclusive policies that celebrate diversity and promote equal opportunity.
• Regular feedback loops that empower employees to shape processes and products.

Compensation & Perks

While exact figures vary by role and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for bilingual support specialists in the Philippines.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health insurance coverage for employees and dependents.
• Wellness stipend for gym memberships, fitness classes, or home workout equipment.
• Annual professional development stipend for certifications, conferences, or courses.
• Paid time off (PTO) and public holidays aligned with local regulations.
• Remote work stipend to cover home office setup and internet expenses.
• Employee referral program with attractive rewards.

How to Apply

Ready to bring your bilingual support expertise to a forward‑thinking, AI‑driven team? Click the link below to submit your application and join brighthush in redefining customer success in the fitness tech space.

Apply to this role at brighthush

Final Thoughts

At brighthush, you’ll be more than just a support agent—you’ll be a catalyst for customer delight, a partner to product innovators, and a key player in a company that values curiosity, empathy, and continuous growth. If you’re fluent in English and Japanese, thrive in a fast‑paced environment, and are excited to harness AI to elevate service quality, we want to hear from you.

Join us, and let’s build a healthier, happier world—one customer interaction at a time.