Senior Customer Success Officer – Escalations & Retention Specialist – Remote, Full‑Time, Morning Shift – Lead Learner Support & Retention Excellence at brighthush

About brighthush

brighthush is a pioneering global education platform that empowers learners to unlock their full potential through innovative, technology‑driven courses and personalized support. With a mission to democratize knowledge, we partner with industry leaders, universities, and vocational training providers to deliver high‑quality learning experiences to students worldwide. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. As a remote‑first organization, we give our team members the flexibility to work from anywhere while fostering a vibrant, inclusive community that celebrates growth and impact.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑growing, mission‑driven company that values every voice. We offer a competitive salary, comprehensive benefits, and a range of professional development opportunities that help you advance your career. Our remote work model means you can balance your personal life while contributing to a global impact. Whether you’re a seasoned customer success leader or a passionate problem‑solver looking to make a difference, brighthush provides the platform, resources, and support to help you thrive.

Role Overview

As a Senior Customer Success Officer – Escalations & Retention Specialist, you will be the frontline champion for our learners, ensuring every interaction is seamless, supportive, and solution‑oriented. You will manage inbound and outbound communications, resolve complex escalations, and drive retention initiatives that keep our students engaged and satisfied. Your role is pivotal in safeguarding the brighthush brand, protecting revenue streams, and fostering a culture of continuous improvement.

Key Responsibilities

• Customer Support (Day‑to‑Day)
  • Respond to inquiries via phone, SMS, email, and chat with a professional, empathetic tone.
  • Assist customers with course inquiries, application status, payments, billing concerns, and document submission.
  • Provide accurate, timely, and clear responses that reflect brighthush’s commitment to excellence.
  • Maintain a positive and helpful tone at all times, turning challenges into opportunities for delight.
  • Document all interactions in the CRM to ensure a single source of truth for every learner.
• Escalation Handling
  • Own complex or high‑risk cases such as complaints, refunds, delays, and compliance concerns.
  • De‑escalate frustrated customers and deliver effective, sustainable solutions.
  • Investigate issues across cross‑functional teams (sales, admin, finance) to ensure swift resolution.
  • Document root causes, flag recurring issues, and propose process improvements to prevent future escalations.
  • Act as the escalation point of contact for senior leadership when necessary.
• Retention Support
  • Proactively follow up on customer commitments, including document submissions and enrollment confirmations.
  • Collaborate with sales and admissions to convert hesitant prospects by reinforcing value and addressing concerns.
  • Handle objections with empathy and solution‑based communication, turning potential drop‑offs into success stories.
  • Identify at‑risk customers and implement targeted actions to reduce cancellations and improve retention rates.
  • Maintain consistent follow‑ups to boost engagement and retention metrics.
• CRM & Documentation
  • Log all interactions in brighthush CRM (or the relevant system) with precision and detail.
  • Keep customer records updated, accurate, and compliant with data privacy standards.
  • Track escalations, outcomes, and key metrics for reporting and continuous improvement.
  • Tag and categorize issues to facilitate trend analysis and reporting.
• Collaboration & Internal Communication
  • Work closely with sales, admissions, and finance teams to ensure a smooth customer journey.
  • Facilitate cross‑departmental communication to resolve customer concerns efficiently.
  • Share insights and best practices with the broader team to elevate overall service quality.
  • Participate in regular cross‑functional syncs to align on goals and priorities.

Key Performance Indicators (KPIs)

• First response time
• Resolution time
• Customer satisfaction (CSAT) score
• Escalation resolution rate
• Payment collection / recovery rate
• Number of resolved tickets per day
• Retention rate of enrolled learners
• Net Promoter Score (NPS) for the support channel

Required Skills & Experience

• Proven background as a team leader or manager in a call center/BPO environment.
• Exceptional written and verbal communication skills.
• Experience handling complaints and escalations with a calm, solution‑oriented mindset.
• Strong problem‑solving and critical‑thinking abilities.
• Proficiency with CRM systems (brighthush preferred).
• Ability to thrive in a fast‑paced, remote work environment.
• High emotional intelligence and a genuine passion for helping learners succeed.

Preferred Qualifications

• Experience in education, vocational training, or student support roles.
• Familiarity with SMS tools (brighthush).
• Knowledge of payment processing and billing systems.
• Experience with data analysis and reporting.
• Certifications in Customer Success, Service Design, or related fields.

Skills & Competencies

• Customer‑centric mindset with a proactive approach to problem resolution.
• Strong analytical skills to identify trends and root causes.
• Excellent time‑management and organizational abilities.
• Adaptability to changing priorities and evolving processes.
• Team‑player attitude with a willingness to mentor and coach junior staff.
• Tech‑savvy, comfortable with learning new tools and platforms quickly.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Officer, you will:

• Lead a high‑performing customer success team and mentor junior staff.
• Participate in strategic initiatives that shape the future of our customer experience.
• Access ongoing training, certifications, and workshops in customer success, leadership, and industry trends.
• Opportunity to transition into senior leadership roles such as Customer Success Manager, Director of Customer Experience, or Head of Retention.
• Engage in cross‑functional projects that broaden your skill set and visibility across the organization.
• Receive regular performance feedback and a clear development plan aligned with your career goals.

Work Environment & Company Culture

brighthush is committed to fostering an inclusive, collaborative, and innovative workplace. Our remote‑first culture means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and cross‑functional syncs.
• Open communication channels via Slack, Teams, and email.
• Regular virtual social events, learning sessions, and wellness programs.
• A culture that celebrates diversity, encourages continuous learning, and rewards high performance.
• Transparent decision‑making and a flat hierarchy that empowers employees at all levels.
• Access to a digital resource hub with best practices, templates, and knowledge bases.

Compensation, Perks, & Benefits

Base Salary: Competitive, commensurate with experience (starting at 50k PHP). Performance Incentives: Monthly bonuses tied to KPIs such as CSAT, resolution time, and retention metrics. Health & Wellness: Comprehensive health insurance after 12 months of service. Remote Work: Work from home “forever” with a flexible morning shift schedule (7:00 AM – 3:00 PM). Travel Incentives: All‑expenses‑paid international travel opportunities for top performers. Professional Development: Access to online courses, certifications, and a learning stipend. Culture & Community: Inclusive, supportive environment with regular virtual events, mentorship programs, and a focus on work‑life balance. Additional Perks: Unlimited coffee, digital wellness tools, and a generous paid time off policy. Technology Allowance: Monthly stipend for home office equipment and high‑speed internet. Recognition Programs: Quarterly awards for outstanding service and innovation.

How to Apply

If you’re ready to take your customer success career to the next level and make a tangible impact on learners worldwide, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush, and let’s start a conversation about how you can help shape the future of education.