Senior Customer Care Specialist – Client Retention & Contract Management Champion

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses worldwide to deliver exceptional customer experiences. With a portfolio that spans cloud‑based customer relationship management, AI‑driven support tools, and data‑centric analytics, we help our clients turn every interaction into a lasting relationship. Our mission is simple: to illuminate the path between customers and the solutions they love, ensuring satisfaction, loyalty, and growth at every touchpoint.

In a rapidly evolving digital landscape, the role of a Customer Care Specialist has never been more critical. At brighthush, we believe that the voice of the customer is the heartbeat of our organization. That’s why we’re looking for a dedicated, empathetic, and proactive professional to join our specialized Client Retention & Contract Management team. If you thrive on solving complex problems, enjoy building trust over the phone, and are passionate about turning churn into advocacy, we want to hear from you.

Why Join brighthush?

• Impactful Work: Your daily interactions will directly influence customer satisfaction scores, renewal rates, and overall brand perception.
• Global Reach, Local Flexibility: While based in Zagreb, you’ll have the option to work remotely from anywhere in Croatia, supported by a robust hybrid training program.
• Career Growth: We invest in our people. From on‑the‑job mentorship to leadership development tracks, you’ll have clear pathways to advance into senior support, team lead, or even product strategy roles.
• Inclusive Culture: Diversity, equity, and inclusion are core to our values. We celebrate different perspectives and foster an environment where every voice is heard.
• Competitive Compensation & Perks: While specific figures vary by role and experience, brighthush offers a comprehensive benefits package that includes health coverage, performance bonuses, continuous learning stipends, and flexible work arrangements.

Key Responsibilities

As a Senior Customer Care Specialist, you will be the frontline advocate for our clients, ensuring their concerns are addressed swiftly and effectively. Your day‑to‑day duties will include:

• Handling inbound and outbound customer calls, emails, and chat tickets with a focus on contract renewals, cancellations, and general inquiries.
• Managing the full lifecycle of customer churn: from initial cancellation requests to post‑termination follow‑ups and upsell opportunities.
• Collaborating with the Sales and Product teams to identify and implement solutions that reduce churn and enhance customer satisfaction.
• Documenting all interactions in our CRM system, ensuring data accuracy and compliance with GDPR and other regulatory standards.
• Providing real‑time feedback to the product and engineering teams on recurring pain points and feature requests.
• Participating in weekly cross‑functional meetings to discuss performance metrics, trend analysis, and improvement initiatives.
• Mentoring junior team members and sharing best practices to elevate overall team performance.

Essential Qualifications

• Minimum of 2 years of experience in a customer support or client retention role, preferably within SaaS or technology services.
• Proficiency in German and English (both written and spoken). Knowledge of additional languages is a plus.
• Strong analytical skills with the ability to interpret customer data, churn metrics, and satisfaction scores.
• Excellent communication skills: you can convey complex information clearly and empathetically.
• Experience using CRM platforms (e.g., Salesforce, HubSpot, Zendesk) and ticketing systems.
• Self‑motivated, detail‑oriented, and able to thrive in a fast‑paced, remote‑first environment.

Preferred Qualifications

• Background in contract law or experience managing subscription-based agreements.
• Familiarity with AI‑powered customer support tools and automation workflows.
• Previous exposure to the Croatian market and understanding of local customer service expectations.
• Experience leading or coaching a small team of support agents.
• Certification in Customer Experience Management (CEM) or related fields.

Core Skills & Competencies

• Customer‑Centric Mindset: You genuinely care about the customer journey and are driven to solve problems.
• Problem‑Solving: You can quickly diagnose issues, think creatively, and propose actionable solutions.
• Data‑Driven Decision Making: You use metrics to guide your actions and continuously improve processes.
• Adaptability: You remain calm under pressure and can pivot between tasks without losing focus.
• Collaboration: You work seamlessly with cross‑functional teams, fostering a culture of shared success.
• Time Management: You prioritize effectively, ensuring high‑quality service while meeting SLA targets.

Training & Onboarding

We believe that a strong foundation leads to long‑term success. That’s why we offer a comprehensive 14‑day paid training program in Zagreb, combining in‑person workshops with remote modules. During this period, you’ll:

• Learn brighthush’s product suite, customer journey maps, and service protocols.
• Master our CRM and ticketing systems through hands‑on exercises.
• Engage in role‑playing scenarios to build confidence in handling high‑stakes conversations.
• Receive mentorship from senior specialists and managers.

After training, you’ll transition to a hybrid model: a mix of remote work from Croatia and periodic in‑office collaboration sessions to maintain team cohesion and knowledge sharing.

Career Growth & Learning Opportunities

At brighthush, we’re committed to nurturing talent. As a Senior Customer Care Specialist, you’ll have access to:

• Annual skill‑development budgets for courses, certifications, and conferences.
• Internal “innovation labs” where you can propose and pilot new customer engagement initiatives.
• Clear promotion tracks: from Specialist to Senior Specialist, then to Team Lead, and eventually into Customer Success or Product Management roles.
• Mentorship programs pairing you with senior leaders across the organization.

Work Environment & Culture

Our culture is built on transparency, collaboration, and continuous improvement. We celebrate wins, learn from setbacks, and always keep the customer at the center of everything we do. Key cultural pillars include:

• Open Communication: Regular town‑halls, feedback loops, and an open‑door policy with leadership.
• Work‑Life Balance: Flexible hours, generous vacation policies, and remote work options.
• Community Engagement: Volunteer days, sustainability initiatives, and local community partnerships.
• Recognition & Rewards: Peer‑to‑peer shout‑outs, quarterly awards, and performance bonuses.

Compensation & Benefits

While exact figures are tailored to experience and role, brighthush offers a competitive package that typically includes:

• Base salary aligned with industry standards for senior customer support roles.
• Performance‑based bonuses tied to customer satisfaction, churn reduction, and renewal metrics.
• Health and dental insurance coverage for you and your dependents.
• Retirement savings plan with company matching.
• Annual professional development stipend.
• Flexible work arrangements and a generous paid time‑off policy.
• Employee wellness programs, including gym memberships and mental health resources.

How to Apply

Ready to bring your expertise to a company that values customer experience as its core? Click the link below to submit your application and join the brighthush family. We’re excited to explore how your skills and passion can help us create brighter, more resilient customer relationships.

Apply to brighthush Today

Join Us and Make a Difference

At brighthush, every call, every ticket, and every conversation is an opportunity to build trust and create lasting value. If you’re ready to step into a role where your voice matters, where your ideas shape the future of customer care, and where your growth is a priority, we invite you to apply. Let’s illuminate the customer journey together.