Senior Customer Success Executive – Global Smart Access & IoT Solutions Champion – Driving Customer Delight, Growth, and Innovation at brighthush
Welcome to brighthush – Where Smart Living Meets Seamless Experience
At brighthush, we’re not just building technology; we’re crafting the future of how people live, work, and connect. Our award‑winning smart access platform fuses state‑of‑the‑art hardware with intuitive, cloud‑based software to deliver secure, effortless entry and real‑time insights for homes, apartments, and commercial spaces worldwide. With a presence in the United States, Europe, and Asia‑Pacific, brighthush is at the forefront of the IoT revolution, turning everyday access into a frictionless, intelligent experience that empowers property managers, homeowners, and tenants alike.
Why brighthush is the Place to Grow Your Career
We believe that technology should serve people, not the other way around. Our mission is simple yet powerful: give every customer the confidence that their space is safe, accessible, and easy to manage. If you thrive in a fast‑moving, customer‑centric environment and want to make a tangible impact on people’s daily lives, brighthush offers the perfect platform to do just that.
Role Overview – Senior Customer Success Executive
As a Senior Customer Success Executive, you will be the frontline advocate for our global customer base. You will blend technical acumen with empathetic communication to resolve complex issues, nurture long‑term relationships, and drive adoption of our smart access ecosystem. Your influence will extend beyond individual cases, shaping product enhancements, support processes, and the overall customer experience strategy.
Key Responsibilities
- Customer Support & Issue Resolution
- Handle inbound and outbound interactions across phone, email, and chat with precision and professionalism.
- Investigate, prioritize, and resolve product and account queries within agreed service level agreements (SLAs).
- Perform first‑level troubleshooting, determine root causes, and route complex cases to the appropriate team with clear, comprehensive notes.
- De‑escalate dissatisfied or escalated customers, maintaining composure and guiding them toward fair resolutions.
- Track every open case to closure, ensuring timely follow‑ups and transparent communication at each step.
- Account & Relationship Management
- Build trusted, long‑term relationships with assigned B2B partners and individual customers through proactive, transparent communication.
- Anticipate customer needs, identify upsell or cross‑sell opportunities, and champion retention and satisfaction.
- Stay current on brighthush products, services, policies, and promotions to provide accurate guidance.
- Documentation & Compliance
- Log all interactions, case details, and resolutions accurately in the CRM and other approved platforms.
- Process account requests and file related documents in line with company procedures and data privacy requirements.
- Adhere to established communication guidelines, quality standards, and company policies in every interaction.
- Collaboration & Continuous Improvement
- Partner closely with Product, Software, Sales, and Marketing teams to resolve issues and share recurring customer feedback.
- Identify patterns and trends, recommending improvements to processes, help‑center content, and response templates.
- Leverage AI‑assisted and automation tools responsibly to enhance speed, consistency, and quality of support.
- Participate in team meetings, product trainings, and refresher sessions, applying learnings to daily work.
Essential Qualifications
- Minimum of 2 years of post‑secondary education; a bachelor’s degree or a polytechnic/ITE diploma (or equivalent) is a plus.
- At least 2 years of customer service experience handling calls, tickets, and chat.
- Minimum of 1 year of recent experience in a BPO or contact‑center environment.
- Hands‑on experience with CRM or helpdesk systems such as Zendesk, Freshdesk, Salesforce, or similar.
- Experience using AI and automation tools in a support setting.
Desired Skills & Competencies
- Communication – Excellent written and spoken English, with a clear, friendly, and professional tone across all channels.
- Customer Focus – Genuine empathy and patience, adapting to diverse customer personalities and situations.
- Problem Solving – Analytical, resourceful, and comfortable troubleshooting technical or app‑based issues.
- Organization – Strong ability to multi‑task, prioritize, and manage time effectively in a fast‑paced environment.
- Ownership – Takes accountability for cases from start to finish and works independently with minimal supervision.
- Teamwork – Collaborates openly with colleagues and cross‑functional teams.
Preferred (Advantageous) Experience
- Support for smart home, IoT, hardware, or app‑based products.
- Managing B2B accounts or working with international customers across multiple time zones.
- Familiarity with knowledge‑base management or writing help‑center articles.
Working Conditions
- Remote (work‑from‑home) role; candidates must be based in Cebu, Philippines.
- Full‑time position on rotating shifts, which may include nights and public holidays.
- A stable, high‑speed internet connection and a quiet, dedicated workspace are required.
- Willingness to travel occasionally for training, team events, or business needs.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as the technology we build. As a Customer Success Executive, you’ll:
- Progress to senior or lead roles within the Customer Success organization.
- Transition into product management, sales, or technical support engineering based on your interests.
- Access continuous learning through internal workshops, industry conferences, and certifications in customer experience, IoT, and data privacy.
- Participate in cross‑functional projects that influence product roadmap and company strategy.
Compensation, Perks & Benefits
While specific figures vary, brighthush offers a competitive salary package aligned with industry standards for remote roles in the Philippines. In addition, you’ll enjoy:
- Health and wellness stipend to support your physical and mental well‑being.
- Flexible work hours within shift requirements, allowing you to balance personal commitments.
- Annual performance bonuses and recognition programs.
- Access to a digital learning platform covering soft skills, technical knowledge, and leadership development.
- Company‑sponsored team events, virtual coffee chats, and occasional in‑person retreats.
Company Culture & Values
brighthush thrives on a culture of innovation, collaboration, and customer obsession. We celebrate diversity, encourage continuous learning, and reward bold ideas that push the industry forward. Our remote‑first mindset means you can work from anywhere while staying connected through daily stand‑ups, virtual hackathons, and real‑time feedback loops.
How to Apply
Ready to join a team that is redefining the future of smart living? Submit your resume and a brief cover letter highlighting your customer success experience, technical skills, and why you’re excited about the IoT space. Our hiring team will review your application and reach out to schedule a conversation.
Join the brighthush Family
We’re looking for passionate, customer‑obsessed individuals who thrive in a collaborative, fast‑moving environment. If you’re ready to help people feel safe and empowered in their homes, while growing your career in a cutting‑edge tech company, we want to hear from you.