Senior Customer Success Operations Specialist – Driving Back‑Office Excellence, Advanced CRM Mastery, Process Optimization, and Data‑Driven Decision Making for brighthush

About brighthush

brighthush is not just a fintech company – it’s a movement that is reshaping how banks, insurers, and emerging fintechs navigate the labyrinth of global regulatory compliance. With a presence that spans North America, Europe, Latin America, and beyond, we empower our clients to stay ahead of Basel III, IFRS 9, AML/KYC, and a growing list of local mandates. Our flagship platform fuses machine‑learning insights, real‑time data feeds, and intuitive dashboards to deliver next‑generation regulatory reporting solutions that are both scalable and user‑friendly. At brighthush, technology meets people‑centric design, ensuring that every client experience is seamless, efficient, and transformative.

Why brighthush is the Place to Accelerate Your Career

Impactful Work – Your daily contributions will directly shape how our clients manage regulatory reporting, reducing risk and saving valuable time. Every process you streamline translates into measurable compliance gains for our partners.

Clear Career Pathways – From entry‑level to senior operations roles, brighthush offers transparent career ladders, mentorship programs, and internal mobility. Your growth is a priority.

Collaborative Culture – We operate with a flat hierarchy, open communication, and cross‑functional teamwork. Your voice matters, and you’ll collaborate with product, engineering, data science, and finance teams to shape the future of fintech compliance.

Remote‑First Flexibility – Work from anywhere in Colombia with flexible hours that respect your personal commitments. Occasional on‑site collaboration in Bogotá is optional and highly encouraged for team bonding.

Competitive Compensation – Market‑aligned salary, performance bonuses, and comprehensive benefits that reward your expertise and dedication.

Innovation Hub – Join a team that thrives on experimentation, continuous improvement, and cutting‑edge technology. Your ideas will be heard and implemented.

Global Impact – Your work will help institutions across continents meet stringent regulatory standards, making a tangible difference in the financial ecosystem.

Your Role as a Senior Customer Success Operations Specialist

As the backbone of our Customer Success Managers (CSMs), you will ensure that every client interaction is documented, tracked, and optimized. Your role blends administrative excellence, data stewardship, process improvement, and cross‑functional collaboration to elevate the entire customer success lifecycle. You will be the catalyst that turns complex compliance tools into everyday business advantages for our clients.

Key Responsibilities

• Administrative Champion – Provide proactive support to CSMs, freeing them to focus on strategic client engagements.
• Meeting & Onboarding Coordinator – Schedule and manage internal and external meetings, including onboarding sessions, quarterly business reviews, and training workshops.
• CRM Steward – Maintain accurate, up‑to‑date records in our brighthush CRM and other workflow tools, ensuring data integrity across all touchpoints.
• Reporting & Analytics Lead – Generate and distribute performance reports, client health dashboards, and action‑item summaries to stakeholders.
• Cross‑Functional Liaison – Collaborate with Product, Engineering, Finance, and Support teams to resolve client issues and capture feedback for continuous improvement.
• Ticket & Queue Manager – Prioritize tasks, manage ticket queues, and follow up on outstanding client requests.
• Knowledge Base Curator – Assist in creating and maintaining SOPs, knowledge‑base articles, and training materials.
• Metrics Monitor – Track key performance indicators such as CSAT, NPS, renewal rates, and churn.
• Process Optimizer – Identify bottlenecks, propose automation or workflow enhancements, and drive efficiency across the customer success lifecycle.
• Continuous Improvement Advocate – Lead initiatives that embed a culture of data‑driven decision making and lean process thinking.

Essential Qualifications

• Experience – Minimum 3–5 years in customer success operations, account management, or a related field within a SaaS or fintech environment. Proven track record of managing CRM data, process improvement, and cross‑team collaboration.
• Technical Proficiency – Advanced knowledge of Salesforce, HubSpot, or similar CRM platforms; strong Excel/Google Sheets skills; familiarity with BI tools such as Tableau, Power BI, or Looker. Experience with workflow automation tools (Zapier, Integromat, or native platform automations) is highly desirable.
• Analytical Mindset – Ability to translate raw data into actionable insights, create dashboards, and present findings to both technical and non‑technical stakeholders.
• Communication Skills – Excellent written and verbal communication in Spanish and English; ability to craft clear SOPs, training materials, and client communications.
• Organizational Excellence – Strong attention to detail, time‑management skills, and the capacity to juggle multiple priorities in a fast‑paced environment.

Preferred Qualifications

• Regulatory Knowledge – Familiarity with Basel III, IFRS 9, AML/KYC, or other regulatory frameworks relevant to the financial services industry.
• Process Automation – Experience designing and implementing automated workflows to reduce manual effort and improve data accuracy.
• Project Management – Certified ScrumMaster (CSM) or similar project management certification is a plus.
• Continuous Learning – Demonstrated commitment to professional development through courses, certifications, or industry conferences.

Core Competencies & Skills

• CRM Data Management & Governance
• Process Mapping & Optimization
• Data Analysis & Dashboard Creation
• Stakeholder Management & Cross‑Functional Collaboration
• Project Coordination & Prioritization
• Documentation & Knowledge Management
• Problem‑Solving & Critical Thinking
• Adaptability & Resilience in a Rapidly Evolving Environment

Career Path & Development Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. Starting as a Senior Customer Success Operations Specialist, you will have the opportunity to:

• Lead cross‑functional initiatives that shape product roadmaps and customer experience strategies.
• Mentor junior team members and contribute to the development of internal training programs.
• Transition into specialized roles such as Customer Success Manager, Product Analyst, or Operations Lead.
• Participate in global projects that influence regulatory technology standards across multiple markets.
• Access continuous learning resources, including industry certifications, workshops, and conferences.

Work Environment & Culture

brighthush thrives on a culture of transparency, curiosity, and empowerment. We believe that the best ideas come from diverse perspectives, so we foster an inclusive environment where every team member feels heard. Our remote‑first model is complemented by occasional in‑office gatherings in Bogotá, ensuring that collaboration remains strong while respecting personal work preferences. We celebrate successes with regular recognition programs, hackathons, and community outreach initiatives that reinforce our commitment to social impact.

Compensation & Benefits

Competitive Salary – Market‑aligned base pay with performance‑based bonuses that reward your contributions to client success and operational excellence.

Health & Wellness – Comprehensive health insurance, dental and vision plans, and wellness stipends to support your physical and mental well‑being.

Retirement & Financial Planning – 401(k) matching and financial advisory services to help you secure your future.

Professional Development – Annual budget for certifications, courses, and conference attendance to keep your skills at the cutting edge.

Flexible Working Hours – Remote work from anywhere in Colombia with flexible scheduling that accommodates your lifestyle.

Team Building & Social Events – Quarterly retreats, virtual game nights, and community service days that strengthen bonds and give back to society.

Technology & Tools – Access to the latest hardware, software, and collaboration tools to enable high‑performance work from anywhere.

How to Apply

If you are passionate about driving operational excellence, love working with data, and want to make a tangible impact on the global financial ecosystem, we want to hear from you. Submit your resume, cover letter, and a brief portfolio of any relevant projects or process improvements you’ve led. Let’s build the future of regulatory technology together at brighthush.