Senior Customer Experience Associate – Global Escalation & Service Excellence Specialist at brighthush

About brighthush

brighthush is a leading global learning and assessment organization that empowers individuals to unlock their full potential through innovative educational solutions. With a presence in over 150 countries, we partner with educational institutions, governments, and corporate partners to deliver high‑quality, technology‑enabled learning experiences that transform lives. Our mission is simple yet powerful: to help people realize the life they imagine through learning. At brighthush, we believe that every learning opportunity is a chance for personal breakthrough, and we are committed to fostering a culture of belonging, curiosity, and continuous improvement.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience a workplace that values diversity, encourages innovation, and rewards excellence. Our teams are built on collaboration, transparency, and a shared passion for customer success. Whether you’re a seasoned professional or just starting your career, brighthush offers:

• Global career opportunities across multiple business units.
• Structured learning and development programs, including mentorship, certifications, and cross‑functional projects.
• A supportive environment that celebrates achievements and promotes work‑life balance.
• Competitive compensation, performance bonuses, and a comprehensive benefits package.
• Access to cutting‑edge technology and tools that enable you to deliver world‑class service.

Role Overview

As a Senior Customer Experience Associate – Global Escalation & Service Excellence Specialist, you will be the trusted point of contact for complex customer inquiries and service‑related issues. Your primary mission is to ensure that every candidate and partner receives a seamless, positive experience throughout their assessment journey. You will collaborate with cross‑functional teams, leverage data‑driven insights, and champion continuous improvement initiatives to elevate service quality.

Key Responsibilities

• Escalation Management: Serve as the Level 2 escalation point for complex customer and service‑related issues, ensuring timely and effective resolution.
• Case Ownership: Own, manage, and close Service Direct cases, reports, and projects, maintaining full accountability and visibility.
• Stakeholder Collaboration: Act as a trusted resource for Program Managers, partners, and internal teams to resolve challenges and improve service delivery.
• Data Integrity: Accurately capture and maintain customer and case information within internal databases and systems.
• SLA Monitoring: Track and uphold Service Level Agreements (SLAs) across multiple Lines of Business (LOBs).
• Process Improvement: Identify root causes, recommend solutions, and implement best practices to enhance customer experience.
• Communication Excellence: Provide clear, concise, and empathetic communication to candidates, call center representatives, and testing center administrators.
• Knowledge Sharing: Mentor junior associates, contribute to knowledge bases, and share insights that drive team performance.

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 the education or assessment industry.
• Strong customer service orientation with a passion for helping others succeed.
• Excellent verbal and written communication skills in English.
• Proficiency with Windows, Microsoft 365 (OneDrive, Excel, Word), and internal case management systems.
• Demonstrated ability to manage multiple priorities, meet deadlines, and adapt to changing business needs.
• Conflict resolution skills, diplomatic approach, and a growth mindset.
• Strong attention to detail and analytical thinking.
• Ability to work flexible hours, including shift work to support US business hours.

Preferred Qualifications

• Experience in a global, multi‑region support environment.
• Knowledge of assessment processes, testing standards, and regulatory compliance.
• Familiarity with customer relationship management (CRM) platforms and data analytics tools.
• Experience leading or participating in continuous improvement projects.
• Multilingual capabilities, especially Hindi and English.

Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to understand and solve customer problems.
• Problem‑Solving: Ability to analyze complex issues, identify root causes, and propose actionable solutions.
• Collaboration: Comfortable working across teams, cultures, and time zones.
• Adaptability: Thrives in a fast‑paced, evolving environment.
• Time Management: Prioritizes tasks effectively and meets SLA commitments.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting technical issues.
• Emotional Intelligence: Demonstrates empathy, patience, and resilience in high‑stress situations.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and performance. As a Senior Customer Experience Associate, you will:

• Progress to Lead or Manager roles within the Customer Success or Service Excellence teams.
• Take on cross‑functional projects that influence product development, policy, and global strategy.
• Access to internal training programs, leadership workshops, and industry certifications.
• Opportunity to mentor and coach junior associates, building your coaching and leadership skills.
• Regular performance reviews and career planning sessions with your manager.

Work Environment & Culture

brighthush fosters a vibrant, inclusive culture where every voice matters. Our remote-first approach, combined with a global footprint, means you’ll collaborate with talented colleagues from around the world. We celebrate diversity, encourage experimentation, and reward innovative thinking. Our core values—Integrity, Curiosity, Collaboration, and Impact—guide everything we do.

Compensation & Benefits

We offer a competitive salary of ₹700,000 per annum, commensurate with experience and performance. In addition to base pay, you will receive:

• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance coverage.
• Retirement savings plan with employer match.
• Paid time off, including vacation, sick leave, and public holidays.
• Flexible work arrangements to support work‑life balance.
• Employee wellness programs, including mental health resources and fitness stipends.
• Access to a digital learning platform for continuous skill development.

How to Apply

Ready to take the next step in your career? Submit your application through our online portal or email your resume and cover letter to [email protected]. In your cover letter, highlight how your experience aligns with the responsibilities and values described above.

Closing Statement

At brighthush, we believe that exceptional customer experience is the cornerstone of lasting impact. If you are a passionate, detail‑oriented professional who thrives on solving complex problems and delivering outstanding service, we invite you to join our global team. Together, we will shape the future of learning and assessment, one satisfied customer at a time.