Senior Customer Experience Strategist & Remote Team Leader – Driving Innovation, Elevating Client Satisfaction, and Shaping CX Excellence at brighthush – Full‑Time, Remote (Fuerteventura & Canary Islands)

About brighthush

brighthush is not just a technology partner; we are a catalyst for digital transformation that empowers businesses worldwide to thrive in an ever‑evolving marketplace. Nestled in the sun‑kissed heart of the Canary Islands, brighthush blends cutting‑edge IT solutions with a human‑centric approach to customer experience. Our mission is simple yet ambitious: to fuse technology, creativity, and exceptional service into a single, seamless journey that delivers measurable value for our clients. Whether you are a seasoned professional or an emerging talent, brighthush offers a dynamic, inclusive environment where your ideas shape the future of customer experience.

Role Overview

As the Senior Customer Experience Strategist & Remote Team Leader at brighthush, you will become the strategic fulcrum that aligns every touchpoint with our clients’ expectations and our business goals. You will spearhead a high‑performing remote team, orchestrate cross‑functional projects, and embed a culture of empathy, efficiency, and continuous improvement. This is a unique opportunity for a proactive, people‑centric leader who thrives in a fast‑paced, remote setting and is passionate about turning customer interactions into lasting partnerships.

Key Responsibilities

• Team Leadership & Development: Recruit, onboard, and mentor a diverse group of customer care specialists. Foster a collaborative environment that encourages knowledge sharing, skill growth, and a shared sense of purpose.
• Customer Experience Strategy: Design and execute customer service frameworks that reflect brighthush’s brand values. Translate business objectives into actionable service plans and monitor their impact on satisfaction metrics.
• Project Coordination: Lead cross‑functional initiatives that involve product, engineering, sales, and external partners. Ensure clear communication, realistic timelines, and alignment with strategic priorities.
• Process Optimization: Identify inefficiencies in support workflows, champion automation initiatives, and standardize best practices to reduce response times and increase first‑contact resolution.
• Stakeholder Engagement: Serve as the primary liaison between clients, internal teams, and senior leadership. Translate client feedback into concrete improvement plans and provide transparent status updates.
• Data‑Driven Decision Making: Leverage analytics tools to track KPIs such as CSAT, NPS, first‑contact resolution, and average handle time. Use insights to refine processes, set benchmarks, and celebrate wins.
• Compliance & Quality Assurance: Ensure all customer interactions meet industry regulations, data privacy standards, and brighthush’s quality guidelines.
• Continuous Learning & Innovation: Stay ahead of emerging trends in customer service technology, including AI chatbots, omnichannel platforms, and self‑service portals. Champion pilot projects that test new tools and methodologies.

Essential Qualifications

• Proven experience managing customer service or support teams, preferably within a technology or IT services environment.
• Strong leadership skills with a track record of building and scaling high‑performing teams.
• Excellent communication abilities in German (written and spoken). Proficiency in English is highly desirable.
• Demonstrated ability to analyze data, interpret metrics, and translate insights into actionable improvements.
• Experience with customer relationship management (CRM) systems such as brighthush, brighthush, or brighthush.
• Solid understanding of project management principles and tools (e.g., brighthush, brighthush, brighthush).
• Adaptability to remote work environments and a self‑motivated approach to achieving goals.
• Strong problem‑solving skills and a customer‑first mindset.

Preferred Qualifications

• Background in IT solutions, SaaS, or digital transformation projects.
• Experience implementing AI‑driven customer support solutions or chat‑bot integrations.
• Knowledge of data privacy regulations (GDPR, CCPA) and experience ensuring compliance in customer interactions.
• Multilingual capabilities beyond German and English.
• Certifications in customer experience (CX), Six Sigma, or project management (PMP, Prince2).

Skills & Competencies

• Leadership & Coaching: Ability to inspire, motivate, and develop talent.
• Strategic Thinking: Visionary mindset to align customer service goals with business strategy.
• Analytical Acumen: Proficiency in data analysis, KPI tracking, and performance reporting.
• Communication: Clear, concise, and persuasive communication across all levels.
• Technical Savvy: Comfortable navigating CRM platforms, analytics dashboards, and project management tools.
• Customer‑Centricity: Deep empathy for client needs and a passion for delivering exceptional experiences.
• Adaptability: Thrives in a dynamic, remote work setting and can pivot quickly in response to changing priorities.

Career Growth & Learning Opportunities

At brighthush, professional growth is a shared journey. As a Senior Customer Experience Strategist & Remote Team Leader, you will:

• Gain exposure to cross‑functional leadership roles, including product management, sales, and technical support.
• Participate in strategic planning sessions that shape the future of our customer experience roadmap.
• Access continuous learning resources such as online courses, industry conferences, and internal knowledge hubs.
• Receive mentorship from senior executives who are committed to your development.
• Lead high‑impact projects that directly influence revenue growth and client retention.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, flexibility, and a shared commitment to excellence. You’ll enjoy:

• Flexible working hours that respect your personal rhythm while ensuring team cohesion.
• Regular virtual team gatherings, hackathons, and brainstorming sessions.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.
• Access to state‑of‑the‑art collaboration tools that keep you connected no matter where you are.
• Opportunities to work from our beautiful office in Fuerteventura or any location in the Canary Islands.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive package that includes:

• Base salary commensurate with industry standards for remote customer care leadership roles.
• Performance‑based bonuses tied to team and company metrics.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Generous paid time off, including vacation, personal days, and public holidays.
• Professional development stipend for courses, certifications, and conferences.
• Flexible work arrangements and a supportive remote work infrastructure.
• Employee recognition programs and team‑building retreats.

How to Apply

Ready to take the next step in your career and shape the future of customer experience at brighthush? Submit your resume and a cover letter that highlights your leadership journey, customer‑centric achievements, and why you’re excited about this role. Click the link below to apply:

Apply to this Senior Customer Experience Strategist & Remote Team Leader position at brighthush

Closing Statement

At brighthush, we’re not just building products; we’re crafting experiences that resonate with clients worldwide. As our next Senior Customer Experience Strategist & Remote Team Leader, you’ll be at the forefront of this mission, turning everyday interactions into lasting partnerships. If you’re driven by purpose, thrive in a collaborative environment, and are ready to lead with empathy and innovation, we invite you to join our team. Let’s create brighter futures together.