Senior Customer Service Project Manager – Strategic Leadership, Client Engagement & Process Optimization – 100% Remote – Join brighthush

About brighthush

Since its founding in 2021, brighthush has rapidly ascended to the forefront of the global customer‑service landscape. With a footprint that stretches across telecommunications, media, finance, utilities, and emerging tech sectors, we deliver world‑class support through phone, email, live chat, and next‑generation digital channels. Our Remote‑First philosophy empowers a diverse, highly skilled workforce that spans every continent, enabling us to serve more than 500 remote teams worldwide. Each day, we craft unforgettable customer journeys while relentlessly refining our service standards. With an annual growth rate of 8 % to 10 %, brighthush offers both stability and exciting opportunities for the right talent.

Why brighthush?

At brighthush, great work begins with a culture that values transparency, collaboration, and continuous learning. Our remote‑first model lets you work from anywhere, supported by flexible schedules, state‑of‑the‑art home‑office equipment, and a robust digital collaboration ecosystem. We foster a culture of trust and autonomy, where every team member is empowered to make decisions, experiment, and drive impact. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a community that celebrates innovation, diversity, and work‑life balance.

Role Overview

As a Senior Customer Service Project Manager, you will be the linchpin that connects clients, internal stakeholders, and external partners. You will own end‑to‑end project delivery, ensuring every initiative meets or exceeds Service Level Agreements (SLAs), quality benchmarks, and productivity targets. Your leadership will shape the future of customer experience for some of the world’s most recognizable brands.

Key Responsibilities

• Strategic Project Leadership – Define project scope, objectives, and success metrics in alignment with client expectations and business goals. Develop comprehensive project plans, allocate resources, and manage budgets to deliver on time and within scope.
• Stakeholder Management – Serve as the primary point of contact for clients, internal departments (e.g., Workforce Management, Quality Assurance, Product Development), and external vendors. Facilitate clear, consistent communication through regular status meetings, progress reports, and escalation protocols.
• Team Coordination & Development – Collaborate with team leads to recruit, onboard, and train remote agents. Foster a high‑performance culture by setting clear expectations, providing constructive feedback, and recognizing achievements.
• Performance Monitoring & Reporting – Track key metrics such as Service Level, Reachability, Average Handle Time (AHT), and Quality Scores. Use data analytics to identify trends, diagnose issues, and recommend actionable improvements.
• Risk & Escalation Management – Proactively identify potential risks, develop mitigation plans, and manage escalations to senior leadership. Ensure that client concerns are addressed swiftly and transparently.
• Continuous Improvement – Lead process optimization initiatives, from workflow redesign to technology adoption. Partner with process owners to embed best practices and sustain long‑term gains.
• Client Onboarding & Project Kick‑off – Guide new projects from concept to launch, coordinating cross‑functional teams, resource allocation, and training schedules. Ensure all stakeholders understand objectives, timelines, and deliverables.

Essential Qualifications

• Language Proficiency – Native German speaker or at least C1/C2 level in German (written and spoken). Proficiency in English at B2 level or higher is highly desirable to support global client interactions.
• Professional Experience – Minimum of 2 years in a project management or account management role within the customer‑service domain. Demonstrated success in managing complex, multi‑stakeholder projects and delivering on SLAs.

Preferred Skills & Attributes

• Deep familiarity with customer‑service KPIs (Service Level, Reachability, AHT, Quality Scores) and the drivers that influence them.
• Strong interpersonal presence with the confidence to engage senior client executives and internal leaders.
• Exceptional written and verbal communication skills, with the ability to distill complex information into clear, actionable insights.
• Organized, self‑directed, and solution‑oriented mindset capable of juggling multiple initiatives simultaneously.
• Proficiency in Excel or Google Sheets, and hands‑on experience with CRM platforms, ticketing systems, and analytics tools.

Core Competencies

• Project Management Expertise – Mastery of both agile and traditional methodologies, including risk assessment, resource planning, and stakeholder reporting.
• Analytical Acumen – Ability to interpret data, uncover patterns, and translate findings into strategic decisions.
• Leadership & Team Building – Proven track record of leading cross‑functional, remote teams and motivating high‑performance cultures.
• Negotiation & Influence – Skilled at negotiating with clients and internal stakeholders to achieve win‑win outcomes.
• Technical Savvy – Comfortable navigating CRM systems, ticketing tools, and data‑visualization platforms.

Career Growth & Development

At brighthush, we invest heavily in the professional evolution of our people. As a Senior Project Manager, you will:

• Expand your leadership footprint across international markets, managing projects that span multiple time zones and cultures.
• Deepen your expertise in customer‑service excellence, gaining exposure to cutting‑edge technologies and industry best practices.
• Participate in targeted training programs, workshops, and certifications that sharpen your project‑management toolkit.
• Position yourself for advancement into senior management roles or specialized tracks such as Customer Experience Strategy, Process Innovation, or Global Operations.
• Contribute to high‑impact initiatives that shape the future of customer service at brighthush, influencing organizational direction and culture.
• Build a network of seasoned professionals who serve as mentors, collaborators, and partners throughout your career journey.

Work Environment & Culture

brighthush is a truly Remote‑First organization that champions flexibility, autonomy, and collaboration. Our culture is built on the following pillars:

• Transparency – Open communication channels, clear goal setting, and regular feedback loops keep everyone aligned.
• Innovation – We encourage experimentation, reward creative problem‑solving, and continuously iterate on our processes.
• Team Spirit – From virtual coffee breaks to quarterly virtual retreats, we nurture a sense of belonging and camaraderie.
• Work‑Life Balance – Flexible hours, generous time‑off policies, and wellness initiatives support your personal and professional well‑being.
• Diversity & Inclusion – We celebrate diverse perspectives and foster an inclusive environment where every voice is heard.

Compensation & Benefits

We offer a competitive, performance‑based compensation package that reflects your experience and impact. In addition to a base salary, you will enjoy:

• Full remote work with 100 % flexibility in location and schedule.
• Modern home‑office setup stipend (ergonomic furniture, high‑speed internet, and essential tech gear).
• Robust learning & development budget covering certifications, workshops, and industry conferences.
• Health & wellness programs, including fitness subsidies, virtual yoga classes, and mental‑health resources.
• Regular virtual team events and occasional in‑person meet‑ups to strengthen team bonds.
• Performance‑based bonus structure that rewards exceptional results.
• Customizable benefits catalog allowing you to tailor perks to your personal needs.

How to Apply

If you thrive on leading high‑impact projects, enjoy collaborating with global teams, and are passionate about elevating customer experience, we would love to hear from you. Please submit your résumé and a brief cover letter outlining your most significant customer‑service projects and the outcomes you achieved.

Our hiring process is straightforward: after your application is reviewed, we’ll schedule an initial conversation to discuss your background, the role’s expectations, and the compensation framework. We’re excited to explore how you can contribute to brighthush’s mission of redefining customer service worldwide.

Ready to join a forward‑thinking, remote‑first organization that values innovation, growth, and impact? and become part of our global team.

We look forward to shaping the future of customer service together!