Senior Customer Service Specialist – Driving Customer Success & Process Innovation in the Construction Logistics Sector

About brighthush

brighthush is redefining the way construction projects move from blueprint to build. As a cutting‑edge digital logistics platform, we connect contractors, suppliers, and on‑site teams with real‑time visibility, automated dispatch, and intelligent routing. Operating across Germany and expanding into new markets, brighthush is quickly becoming the benchmark for last‑mile construction logistics. Our mission is simple: make every construction site run smoother, faster, and more sustainably. We do this by combining industry expertise with next‑generation technology, and by putting people—our customers, partners, and employees—at the heart of everything we do.

Why Join brighthush?

At brighthush, you’ll be part of a high‑energy, collaborative team that is shaping the future of construction logistics. We champion a culture of innovation, transparency, and continuous learning. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find:

• Hands‑on responsibility from day one
• Access to the latest tools and technology
• A supportive onboarding program that accelerates your impact
• Opportunities to influence product development and process improvement
• A flat hierarchy that encourages open dialogue and rapid decision‑making

Role Overview

As a Senior Customer Service Specialist, you will serve as the primary point of contact for our valued construction industry clients. Your role will blend customer advocacy, operational excellence, and continuous improvement. You will work closely with sales, dispatch, and product teams to ensure that every interaction delivers exceptional value and turns customers into passionate brighthush advocates.

Key Responsibilities

• Customer Liaison – Act as the first line of support for daily inquiries, ensuring timely and accurate responses.
• Special Request Coordination – Manage bespoke customer requests, translating needs into actionable plans.
• Cross‑Functional Collaboration – Partner with sales and dispatch to resolve complex issues and close deals efficiently.
• Incident Management – Own the incident lifecycle, from detection to resolution, while maintaining a customer‑centric focus.
• Process Optimization – Identify bottlenecks, propose automation opportunities, and implement solutions that enhance service delivery.
• Knowledge Sharing – Document best practices, update knowledge bases, and train new team members.
• Feedback Loop – Gather customer insights and relay them to product and engineering teams to drive continuous improvement.

Essential Qualifications

• Completed training in logistics, supply chain, or a related field.
• 3–5 years of progressive experience in customer service, sales support, or operations within the construction or logistics sector.
• Proven track record of managing complex customer relationships and resolving incidents with a high satisfaction rate.
• Strong communication skills in German (written and spoken). English proficiency is a plus.
• Hands‑on mentality: you thrive in a fast‑paced environment and are comfortable taking ownership of projects.
• Solution‑oriented mindset: you anticipate problems, propose creative solutions, and drive them to completion.
• Reliability and integrity: you are trusted to handle sensitive information and confidential customer data.

Preferred Qualifications

• Experience with digital logistics platforms or SaaS products.
• Knowledge of construction industry workflows, safety regulations, and supply chain dynamics.
• Familiarity with CRM systems (e.g., Salesforce, HubSpot) and incident‑management tools.
• Background in process automation (e.g., scripting, workflow design).
• Previous exposure to agile product development environments.

Skills & Competencies

• Customer‑Centricity – Deep empathy for client needs and a passion for delivering delight.
• Analytical Thinking – Ability to dissect complex problems and develop data‑driven solutions.
• Communication – Clear, concise, and persuasive communication across all stakeholder levels.
• Project Management – Skilled at prioritizing tasks, managing timelines, and coordinating cross‑functional teams.
• Adaptability – Comfortable navigating change and thriving in a dynamic, evolving environment.
• Technical Proficiency – Comfortable with modern IT tools, cloud platforms, and basic scripting.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, webinars, and training courses.
• Internal knowledge‑sharing sessions and hackathons.
• Clear career pathways: from Customer Success Lead to Director of Operations.
• Opportunities to transition into product management, data analytics, or sales leadership.

Work Environment & Culture

We believe that a great workplace is built on trust, respect, and collaboration. Our culture is defined by:

• Remote‑First Flexibility – Work from home with the option to visit our office as needed.
• State‑of‑the‑art IT equipment tailored to your preferences.
• Transparent communication channels and regular feedback loops.
• A flat hierarchy that encourages ideas from every level.
• Inclusive, diverse, and supportive team dynamics.
• Regular team‑building events, both virtual and in‑person.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards.
• Performance‑based bonuses tied to customer satisfaction and operational metrics.
• Health and wellness benefits (medical, dental, vision).
• Flexible vacation policy and paid time off.
• Professional development stipend and tuition reimbursement.
• Equity options for long‑term alignment with company success.
• Employee referral program and recognition initiatives.

How to Apply

Ready to take the next step in your career and help shape the future of construction logistics? Send a brief introduction and your CV (PDF or a link to your XING/LinkedIn profile) to [email protected] or via WhatsApp at +49 171 7464230. We look forward to learning how your experience and passion align with brighthush’s vision.

Join brighthush Today

At brighthush, we’re not just building a company; we’re building a community of innovators who are passionate about transforming the construction industry. If you’re a proactive, customer‑focused professional who thrives in a fast‑moving environment, we want to hear from you. Apply now and become a key driver of success for our clients and our organization.