Senior Customer Service Executive – Colombia – Partner & Customer Experience Specialist – Championing Excellence in Retail & Hospitality Success at brighthush

About brighthush – Pioneering the Future of Retail & Hospitality

At brighthush, we’re more than a SaaS platform; we’re a catalyst for transformation across Latin America’s retail, restaurant, and e‑commerce landscapes. Our cloud‑native solution seamlessly blends inventory, sales, and customer engagement into a single, intuitive dashboard, empowering merchants to focus on what matters most: delighting their shoppers. With a growing footprint that spans Chile, Peru, Mexico, Colombia, Costa Rica, and Ecuador, we’re on a relentless growth trajectory, fueled by a passionate, purpose‑driven team that thrives on innovation, collaboration, and a shared mission to elevate every customer journey.

Why brighthush? The Culture That Sets Us Apart

Imagine a workplace where every voice is heard, creativity is celebrated, and personal growth is as valued as professional success. At brighthush, we blend a flexible, remote‑first environment with a vibrant community spirit. Our team loves engaging in lively conversations, sharing playlists, and even bringing their Pomeranian companions to virtual coffee breaks. We’re not just a tech company; we’re a family that thrives on curiosity, empathy, and a shared mission to elevate the customer journey for every partner.

Position Overview: Senior Customer Service Executive – Colombia

We’re seeking a dynamic Senior Customer Service Executive based in Bogotá to become a pivotal member of our customer success ecosystem. In this role, you will act as the frontline advocate for our partners and their end‑customers, ensuring that every interaction reflects the high standards of quality, responsiveness, and care that define brighthush. Your influence will extend beyond daily support – you’ll help shape processes, drive KPI attainment, and foster cross‑functional collaboration across sales, marketing, operations, and technology.

Key Responsibilities

• Deliver timely, accurate, and empathetic support to partners and end‑customers via phone, chat, and email.
• Maintain a deep understanding of our platform’s features, updates, and best‑practice use cases to provide expert guidance.
• Track, analyze, and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Collaborate with internal stakeholders to identify recurring issues, propose solutions, and implement process improvements.
• Act as a liaison between partners and the product team, feeding back user insights that inform roadmap decisions.
• Manage the ticketing system, ensuring accurate categorization, prioritization, and timely escalation when necessary.
• Contribute to the creation of knowledge base articles, FAQs, and training materials to empower partners and reduce support volume.
• Participate in the onboarding and mentorship of new team members, sharing best practices and fostering a culture of continuous learning.
• Support the execution of partner events, webinars, and training sessions to drive adoption and satisfaction.
• Maintain meticulous administrative records related to partner interactions, account status, and service level agreements.

Essential Qualifications

• Residency in Bogotá, Colombia.
• Availability to work rotating shifts, including weekends and public holidays.
• Intermediate proficiency in Excel (pivot tables, formulas, charts) for data analysis and reporting.
• Proven experience in customer support, technical assistance, or account management roles.
• Strong knowledge of e‑commerce ecosystems, POS systems, and digital marketing tools.
• Fluency in Spanish (written and spoken); English proficiency is a plus.
• Ability to thrive under pressure, meet tight deadlines, and manage multiple priorities.
• Customer‑centric mindset with a passion for problem‑solving and service excellence.

Preferred Qualifications

• Background in a fast‑growth tech startup or SaaS company.
• Experience with CRM platforms such as Salesforce, HubSpot, or Zendesk.
• Analytical mindset with the ability to interpret performance metrics and drive actionable insights.
• Self‑motivated and capable of working independently while collaborating effectively in a team.
• Project management experience, especially in process improvement initiatives.
• Familiarity with agile methodologies (Scrum, Kanban) and continuous delivery practices.

Core Skills & Competencies

• Clear, persuasive communication in both Spanish and English.
• Empathy, active listening, and the ability to build rapport quickly.
• Creative problem‑solving and a proactive approach to challenges.
• Strong time‑management and task prioritization skills.
• Adaptability to evolving tools, processes, and market dynamics.
• Team‑player mentality with a drive to contribute to collective success.

Career Growth & Development Opportunities

At brighthush, we believe that learning never stops. When you join our team, you’ll gain access to:

• Comprehensive onboarding and continuous training programs covering customer success, e‑commerce trends, and product mastery.
• Mentorship from industry leaders and senior executives who are eager to share their expertise.
• Cross‑functional projects that expose you to product development, sales strategy, and marketing initiatives.
• Clear pathways to leadership roles such as Customer Success Manager, Team Lead, or Operations Director.
• Opportunities to attend regional and international conferences, workshops, and industry events.

Work Environment & Company Culture

Our culture is built on flexibility, transparency, and a genuine commitment to employee well‑being. Highlights include:

• Fully remote work with optional coworking spaces in Bogotá for those who prefer a physical office setting.
• Flexible scheduling that supports work‑life balance and personal commitments.
• Monthly virtual team‑building activities, game nights, and wellness challenges.
• Open‑door policy that encourages direct communication with leadership and fosters a sense of ownership.
• Robust mental health resources, including counseling services and mindfulness programs.
• Celebration of diversity, inclusion, and cultural exchange across our global team.

Compensation, Perks, and Benefits

While specific compensation details are tailored to experience and role responsibilities, brighthush offers a competitive package that includes:

• Market‑aligned base salary with performance‑based bonuses tied to KPI achievement.
• Comprehensive health insurance covering medical, dental, and vision care.
• Life insurance and a retirement savings plan with company matching.
• Access to wellness programs, gym memberships, and mental health support.
• Discounts and exclusive offers at partner restaurants, retailers, and lifestyle brands.
• Internal currency (“JustoCoins”) redeemable across a network of partner establishments.
• Unlimited vacation policy and flexible paid time off to recharge and pursue personal interests.
• Birthday celebrations with a day off and a surprise gift.
• Family support initiatives, including childcare assistance and parental leave.

Ready to Join the brighthush Revolution?

If you’re passionate about creating memorable customer experiences, thrive in a fast‑paced, collaborative environment, and want to make a tangible impact on the success of merchants across Latin America, we want to hear from you. Bring your expertise, curiosity, and enthusiasm to brighthush, and together we’ll shape the future of retail and hospitality.

Click the link below to submit your application and start your journey with brighthush today!