Senior Customer Care Specialist – SME – Operational Excellence & Knowledge Management – Brighthush

About Brighthush

Brighthush is a leading global Business Process Outsourcing (BPO) firm that transforms customer experiences through cutting‑edge technology, data‑driven insights, and a culture of continuous improvement. With a presence in over 30 countries and a workforce of more than 25,000 professionals, we empower brands to deliver seamless, personalized service at scale. Our mission is to create moments of delight for customers while fostering a workplace where every team member can grow, innovate, and thrive.

Position Overview

We are seeking a seasoned Senior Customer Care Specialist – SME to join our dynamic support team in Taguig, Philippines. In this role, you will serve as the primary point of contact for frontline agents and complex customer inquiries, ensuring that every interaction reflects Brighthush’s commitment to excellence. Your expertise will help streamline processes, elevate agent performance, and drive customer satisfaction across our portfolio of products and services.

Key Responsibilities

• Learning Channel Support & Agent Guidance: Act as the go‑to resource for operational questions raised by frontline agents through the Learning Channel. Provide timely, accurate, and consistent answers, guide agents through customer scenarios, and promote independence by directing them to relevant knowledge resources.
• Handover Inbox Management: Investigate and resolve complex customer inquiries routed to the Handover Inbox, adhering to approved processes and authority limits. Prioritize urgent cases and ensure timely resolution.
• Root Cause & Knowledge Gap Analysis: Identify recurring questions, process challenges, and knowledge gaps. Document findings and collaborate with process owners to update SOPs and knowledge‑base content.
• Operational Flexibility & Queue Support: Provide frontline queue support during peak periods, assisting with backlog reduction, high‑priority cases, and SLA recovery. Coordinate with Team Leaders to balance queue coverage with Learning Channel and Handover Inbox responsibilities.
• Continuous Improvement Champion: Participate in cross‑functional initiatives to refine workflows, enhance agent training, and implement best practices that elevate service quality.

Essential Qualifications

• Minimum of 3–5 years of experience in a customer support or call‑center environment, preferably within a BPO or tech‑focused organization.
• Deep understanding of product suites, system navigation, and escalation procedures relevant to Brighthush’s client portfolio.
• Proven ability to investigate complex issues, identify root causes, and recommend actionable solutions within defined authority limits.
• Exceptional written and verbal communication skills in English, with the ability to explain technical concepts to non‑technical audiences.
• Strong prioritization and time‑management skills, capable of juggling multiple high‑impact tasks in a fast‑paced setting.
• Demonstrated teamwork, accountability, and a proactive mindset that drives continuous improvement.

Preferred Qualifications

• Experience with learning management systems (LMS) or knowledge‑base platforms such as Confluence, SharePoint, or similar.
• Familiarity with data‑analysis tools (Excel, Power BI, Tableau) to track metrics and surface insights.
• Previous exposure to process mapping, SOP development, or quality assurance initiatives.
• Knowledge of customer experience (CX) frameworks and best practices.
• Multilingual capabilities (Tagalog, Filipino, or other regional languages) are a plus.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex problems, evaluate alternatives, and make informed decisions.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Collaboration & Influence: Skilled at building relationships across teams and influencing stakeholders to adopt improvements.
• Adaptability: Comfortable navigating change, embracing new tools, and adjusting priorities as business needs evolve.
• Leadership Potential: Demonstrated initiative and a willingness to mentor junior agents and peers.

Career Growth & Learning Opportunities

At Brighthush, we believe that investing in people is the key to sustained success. As a Senior Customer Care Specialist, you will:

• Access a dedicated Annual Learning & Development Budget that covers courses Apply for this job