Senior Customer Care Officer – Remote, Croatia – Championing Management System Certification & Client Success

About brighthush

At brighthush, we’re redefining the way businesses achieve and maintain world‑class standards. Our mission is simple yet powerful: to empower organizations across the globe with the tools, expertise, and support they need to excel in safety, quality, and sustainability. Whether you’re a small startup or a multinational enterprise, brighthush delivers tailored certification solutions that unlock growth, mitigate risk, and build trust with stakeholders.

Our culture is built on three pillars: innovation, collaboration, and integrity. We celebrate curiosity, encourage bold ideas, and hold ourselves to the highest ethical standards. Diversity and inclusion aren’t buzzwords for us—they’re the engines that drive our creativity and resilience. Every voice matters, and every team member has a seat at the table.

Why Join brighthush?

• Impactful Work – Your efforts directly influence how companies protect people, protect the planet, and protect their bottom line.
• Remote Flexibility – Work from anywhere in Croatia, with the freedom to design your own schedule.
• Professional Growth – Access to continuous learning, mentorship, and a clear career ladder.
• Inclusive Community – A supportive environment where every perspective is valued.
• Competitive Compensation – Market‑aligned salary, performance bonuses, and a comprehensive benefits package.

Position Overview

We are seeking a dynamic, customer‑centric Senior Customer Care Officer to join our Croatia team. This fully remote role will initially involve a brief onboarding period in Essen, Germany, where you’ll immerse yourself in brighthush’s culture, processes, and tools. Afterward, you’ll transition to a remote position, collaborating with clients, auditors, and cross‑functional teams to deliver seamless certification experiences.

Key Responsibilities

• Lead end‑to‑end customer journeys from quotation to certificate issuance, ensuring clarity, compliance, and satisfaction at every touchpoint.
• Serve as the primary liaison between clients and our field audit teams, translating complex technical requirements into actionable plans.
• Conduct proactive outreach to identify client needs, anticipate challenges, and propose innovative solutions that align with their business goals.
• Manage project timelines, budgets, and resource allocations, guaranteeing on‑time delivery and adherence to quality standards.
• Facilitate regular status meetings, progress reports, and post‑audit reviews, fostering transparency and continuous improvement.
• Champion a culture of empathy, resilience, and accountability—making decisive calls when necessary while maintaining a collaborative spirit.
• Collaborate with marketing, sales, and product teams to refine service offerings, develop case studies, and contribute to thought leadership initiatives.
• Track and analyze key performance indicators (KPIs) such as client satisfaction scores, renewal rates, and project profitability.
• Represent brighthush at industry events, webinars, and client conferences, building brand credibility and expanding professional networks.

Essential Qualifications

• Minimum of 5 years’ experience in customer success, account management, or related roles within the certification, quality assurance, or compliance sectors.
• Deep understanding of ISO, IEC, and other industry‑specific certification frameworks.
• Proven track record of managing complex projects with multiple stakeholders.
• Exceptional communication skills—both written and verbal—in Croatian and English; additional languages are a plus.
• Strong analytical mindset, capable of interpreting data to drive decisions and improve processes.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and project management tools (e.g., Asana, Trello).
• Demonstrated ability to thrive in a fast‑paced, remote environment while maintaining high levels of organization and self‑motivation.
• Certified in project management (PMP, PRINCE2) or customer success (CSM) is highly desirable.

Preferred Qualifications

• Experience working with cross‑border teams and clients in diverse cultural contexts.
• Background in sustainability, environmental, or social governance (ESG) certifications.
• Knowledge of digital transformation initiatives within the certification space.
• Fluency in additional European languages such as German, French, or Spanish.

Core Competencies

• Customer‑First Mindset – Anticipate needs, exceed expectations, and build lasting relationships.
• Strategic Thinking – Align client goals with brighthush’s service portfolio and long‑term vision.
• Problem‑Solving – Approach obstacles with creativity, data‑driven insight, and a solutions‑oriented attitude.
• Leadership & Influence – Guide teams, inspire peers, and drive consensus across functional boundaries.
• Adaptability – Navigate change, embrace new technologies, and continuously refine processes.
• Integrity & Accountability – Uphold ethical standards, take ownership of outcomes, and communicate transparently.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer:

• Structured mentorship programs pairing you with senior leaders.
• Access to industry certifications, workshops, and conferences.
• Internal knowledge‑sharing sessions and cross‑functional projects.
• Clear promotion pathways—from Senior Customer Care Officer to Customer Success Manager, Director of Client Relations, or even executive roles.

Work Environment & Culture

Our remote-first model is supported by robust digital collaboration tools, ensuring you stay connected with teammates and clients alike. We celebrate flexibility, but also value regular check‑ins, virtual coffee breaks, and quarterly in‑person retreats to strengthen bonds and share successes.

We foster a culture of trust, transparency, and continuous improvement. Your voice will shape product roadmaps, service enhancements, and company policies. We encourage experimentation, reward initiative, and celebrate both individual and team achievements.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, you can expect:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to client satisfaction, renewal rates, and project profitability.
• Health and wellness benefits, including medical coverage and mental health support.
• Generous paid time off, parental leave, and flexible working hours.
• Technology stipend for home office setup and ongoing professional development.
• Employee stock‑option plan, allowing you to share in brighthush’s long‑term success.

How to Apply

Ready to take the next step in your career and help organizations worldwide achieve excellence? Click the button below to submit your application and join the brighthush family.

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Closing Thoughts

At brighthush, we believe that every client interaction is an opportunity to make a difference. If you’re passionate about service, thrive on solving complex challenges, and want to be part of a forward‑thinking, inclusive team, we want to hear from you. Join us, and let’s shape the future of certification together.