Senior Customer Service Training Specialist – Global Customer Support Excellence & Learning Innovation Lead – Championing Customer Success Through Advanced Learning Strategies at brighthush

About brighthush

brighthush stands at the forefront of the scientific solutions arena, delivering cutting‑edge products and services that empower researchers, clinicians, and innovators worldwide. With a global footprint that spans research laboratories, hospitals, and academic institutions, we are dedicated to advancing science through technology, expertise, and an unwavering commitment to customer success. Our mission is simple yet profound: to enable our customers to achieve breakthrough discoveries by providing the tools, support, and knowledge they need to thrive.

Industry Landscape & Why It Matters

The life‑sciences and scientific research sectors are experiencing an unprecedented surge in innovation. From next‑generation diagnostics to personalized therapeutics, the pace of discovery is accelerating, and so is the complexity of the tools that enable it. In this dynamic environment, customer service is no longer a support function—it is a strategic partner that drives adoption, reduces time‑to‑value, and fuels customer loyalty. At brighthush, we recognize that the quality of our customer interactions directly influences research outcomes, clinical decisions, and ultimately, patient lives.

Why Join brighthush?

As a Senior Customer Service Training Specialist, you will be at the forefront of shaping the experiences of thousands of customers across the globe. You will collaborate with cross‑functional teams, influence training strategy, and create learning experiences that resonate with diverse audiences. If you thrive in a fast‑paced, innovation‑driven environment and are passionate about coaching others to reach their full potential, brighthush offers you the platform to make a tangible impact.

Key Responsibilities

• Design & Implement Training Programs: Craft comprehensive, scalable training curricula that align with our customer service excellence framework and business objectives. Translate complex product knowledge into engaging learning pathways that can be delivered both in person and virtually.
• Develop Engaging Materials: Produce high‑quality presentations, handouts, e‑learning modules, and interactive workshops that cater to various learning styles. Leverage multimedia, micro‑learning snippets, and mobile‑first content to maximize accessibility.
• Facilitate Learning Sessions: Lead live training for new hires and ongoing skill‑upgrades for seasoned customer service professionals, ensuring content is delivered with clarity, enthusiasm, and a focus on real‑world application.
• Assess Training Needs: Conduct needs analyses, skill gap assessments, and performance reviews to identify areas for improvement and tailor training interventions. Partner with business leaders to align learning objectives with strategic goals.
• Measure Effectiveness: Track key performance indicators (KPIs), gather feedback, and use data analytics to refine training content and delivery methods. Build dashboards that provide actionable insights for continuous improvement.
• Provide Coaching & Support: Offer one‑on‑one mentorship, role‑play sessions, and continuous feedback to help team members elevate their customer interactions. Foster a culture of learning and accountability.
• Collaborate with Leadership: Partner with customer service managers, product specialists, and regional leaders to ensure training initiatives are aligned with evolving business needs and market dynamics.
• Stay Current on Industry Trends: Research emerging best practices in customer service, learning technologies, and instructional design. Champion innovative approaches such as AI‑driven coaching, gamification, and adaptive learning.
• Maintain Training Records: Keep meticulous documentation of training schedules, attendance, assessment results, and certification status. Ensure compliance with internal audit and regulatory requirements.
• Foster a Positive Learning Culture: Create an environment where curiosity, experimentation, and continuous improvement are celebrated. Encourage peer‑to‑peer knowledge sharing and community building.
• Champion brighthush Values: Embody and promote our core values—innovation, integrity, collaboration, and customer focus—in every training interaction. Serve as a role model for the organization.

Essential Qualifications

• Bachelor’s degree in Education, Business, Communications, or a related field.
• Minimum of 5 years’ experience in corporate training, instructional design, or learning & development, preferably within a customer‑service context.
• Proven track record of designing and delivering impactful training programs that drive measurable performance improvements.
• Strong facilitation skills with the ability to engage audiences of all levels and backgrounds.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Proficiency with learning management systems (LMS), e‑learning authoring tools (e.g., Articulate Storyline, Adobe Captivate), and Microsoft Office Suite.
• Data‑driven mindset: experience with assessment tools, analytics dashboards, and reporting.
• Adaptability and resilience in a dynamic, fast‑paced environment.

Preferred Qualifications

• Master’s degree or advanced certifications in Instructional Design, Adult Learning, or a related discipline.
• Experience working in the scientific, pharmaceutical, or life‑sciences industry.
• Knowledge of customer service metrics such as CSAT, NPS, first‑contact resolution, and average handling time.
• Familiarity with blended learning approaches, micro‑learning, and mobile‑first training strategies.
• Previous experience managing a team of trainers or instructional designers.
• Demonstrated ability to influence stakeholders and secure buy‑in for training initiatives.

Core Competencies

• Instructional Design Excellence: Ability to translate business objectives into learner‑centered, engaging content.
• Analytical Thinking: Skill in interpreting data to uncover insights and drive continuous improvement.
• Communication & Presentation: Clear, concise, and persuasive communication across all levels.
• Collaboration & Relationship Building: Proven ability to work effectively with cross‑functional teams and external partners.
• Innovation & Creativity: Willingness to experiment with new technologies and pedagogical approaches.
• Customer‑Centric Mindset: Deep empathy for customer needs and a passion for delivering exceptional service.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Senior Customer Service Training Specialist, you will have access to:

• Structured learning paths in instructional design, data analytics, and leadership development.
• Mentorship from senior learning & development leaders and industry experts.
• Opportunities to lead cross‑functional projects, such as global training rollouts or digital transformation initiatives.
• Participation in conferences, webinars, and workshops that keep you at the forefront of learning science.
• Clear career ladder that can lead to roles such as Learning & Development Manager, Director of Training, or Head of Customer Experience.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and forward‑thinking culture. We celebrate diversity, encourage open dialogue, and empower employees to bring their authentic selves to work. Our environment is characterized by:

• Flat organizational structures that promote rapid decision‑making.
• Cross‑departmental collaboration that breaks down silos.
• Commitment to work‑life balance with flexible scheduling and remote‑work options.
• Regular team‑building activities, hackathons, and innovation challenges.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total‑compensation package that includes:

• Base salary commensurate with market rates and your experience.
• Performance‑based bonuses tied to training impact metrics.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including fitness subsidies and mental health resources.
• Employee stock purchase plan and equity options for eligible roles.

How to Apply

Ready to shape the future of customer service excellence at brighthush? Submit your resume and a cover letter that highlights your experience in designing impactful training programs and your passion for coaching others. We look forward to exploring how your expertise can elevate our customer experience and drive success across our global operations.

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