Senior Customer Experience Associate – Advanced Support & Escalation Specialist (brighthush)

About brighthush

brighthush is a global leader in educational assessment and learning solutions, dedicated to unlocking human potential through innovative technology and world‑class customer service. With a presence in over 50 countries, we empower millions of learners, educators, and institutions to achieve their goals. Our mission is simple yet powerful: help people realize the life they imagine through learning. At brighthush, we celebrate diversity, foster belonging, and encourage every team member to bring their authentic selves to work. We are committed to continuous improvement, data‑driven decision making, and a culture where curiosity and collaboration thrive.

Role Overview

As a Senior Customer Experience Associate – Advanced Support & Escalation Specialist, you will be the linchpin in our global customer service ecosystem. Based in Noida, India, you will handle complex, high‑impact inquiries from candidates taking our assessments, ensuring that every interaction reflects brighthush’s commitment to excellence. You will work closely with cross‑functional teams—Program Management, Technical Support, and Operations—to diagnose issues, orchestrate solutions, and deliver outcomes that exceed expectations.

Key Responsibilities

• Escalation Management: Serve as the Level 2 escalation point for intricate customer and service‑related issues, guaranteeing timely and effective resolution.
• Case Ownership: Capture, maintain, and update customer and case information in our internal databases, ensuring data integrity and audit readiness.
• Stakeholder Collaboration: Act as the primary liaison for Program Managers and clients, coordinating with internal teams to resolve challenges.
• SLA Monitoring: Track Service Level Agreements across multiple Lines of Business, proactively addressing any deviations.
• Process Improvement: Own, execute, and close Service Direct Cases, reports, and assigned projects, driving accountability and visibility.
• Customer Advocacy: Deliver first‑class service by actively listening, asking probing questions, and providing clear, empathetic guidance.
• Knowledge Management: Research, analyze, interpret, and document solutions, contributing to the knowledge base and best‑practice repository.
• Continuous Learning: Participate in ongoing training and development programs to stay current with product updates, industry trends, and customer service methodologies.

Essential Qualifications

• High school diploma or equivalent; Bachelor’s degree or equivalent work experience preferred.
• Minimum of 2 years’ experience in a customer service or support role, preferably in a global or high‑volume environment.
• Proficiency with Windows, Microsoft 365 (OneDrive, Excel, Word), and related productivity tools.
• Strong verbal and written communication skills, with the ability to convey complex information clearly.
• Demonstrated ability to manage ambiguity, resolve objections, and adapt to changing business needs.
• Excellent time‑management and organizational skills, capable of juggling multiple priorities.
• Conflict‑resolution aptitude, diplomatic demeanor, and a growth‑oriented mindset.
• Passion for customer service, with a genuine desire to help others succeed.

Preferred Qualifications

• Experience in the education or assessment industry.
• Knowledge of customer relationship management (CRM) systems and case‑management platforms.
• Familiarity with quality assurance metrics and continuous improvement frameworks.
• Multilingual proficiency (English plus at least one additional language) is a plus.
• Prior exposure to remote or distributed team environments.

Skills & Competencies

• Customer‑Centric Mindset: Anticipate candidate needs and proactively address potential roadblocks.
• Analytical Thinking: Break down complex issues, identify root causes, and recommend actionable solutions.
• Collaboration & Influence: Work effectively across departments, building consensus and driving results.
• Adaptability: Thrive in a fast‑paced, evolving environment, embracing change as an opportunity.
• Attention to Detail: Maintain high accuracy in data entry, documentation, and quality checks.
• Resilience: Handle high‑stress situations with composure, maintaining a positive attitude.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Experience Associate, you will:

• Progress to Lead or Manager roles within Customer Experience or Program Management.
• Gain exposure to product development, quality assurance, and global operations.
• Participate in leadership development programs, mentorship, and cross‑functional projects.
• Access to a robust learning platform featuring courses on communication, data analytics, and industry best practices.
• Opportunity to attend international conferences and workshops, expanding your professional network.

Work Environment & Culture

Our Noida office is a vibrant hub of creativity and collaboration. You will work in a modern, open‑plan space equipped with the latest technology, comfortable break areas, and wellness amenities. We celebrate a culture of transparency, inclusivity, and continuous feedback. Every team member is encouraged to contribute ideas, challenge the status quo, and shape the future of brighthush.

Compensation & Benefits

While the base salary for this role is ₹700,000 per annum, we offer a comprehensive benefits package that includes:

• Health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, personal days, and public holidays.
• Flexible work arrangements and remote‑work options where feasible.
• Employee wellness programs, including gym memberships and mental health resources.
• Performance‑based bonuses and recognition programs.
• Continuous learning stipend and access to online learning platforms.

How to Apply

Ready to join a team that values innovation, collaboration, and customer success? Click the link below to submit your application and take the first step toward an exciting career at brighthush.