Senior Customer Success Specialist – LATAM – Accelerating Restaurant Growth through Cloud‑Native POS, Table‑Side Ordering, Loyalty Ecosystems & Data‑Driven Insights at brighthush

About brighthush

brighthush is the catalyst behind the next wave of restaurant innovation. We blend cloud‑native technology with deep industry insight to deliver a unified platform that powers table‑side ordering, e‑commerce storefronts, loyalty programs, and self‑serve kiosks—all seamlessly integrated with the region’s most popular point‑of‑sale (POS) systems. Our mission is simple yet ambitious: transform every restaurant into a data‑driven, revenue‑maximizing business that delights guests and empowers owners.

Founded by hospitality veterans and tech pioneers, brighthush has grown from a small startup to a trusted partner for over 1,200 restaurants across 12 Latin American countries. We are a remote‑first, high‑growth company that thrives on collaboration, transparency, and a relentless focus on customer success.

Why This Role Matters

As a Senior Customer Success Specialist, you will be the bridge between our cutting‑edge platform and the restaurants that rely on it. Your voice will shape product roadmaps, your insights will drive feature enhancements, and your advocacy will ensure that every client not only adopts our solutions but also thrives with them. This role is a unique opportunity to influence the future of hospitality technology while building lasting relationships across LATAM.

Key Responsibilities

Your Impact

• Account Leadership: Own a portfolio of high‑value restaurant accounts, cultivating deep, trust‑based relationships that translate into high retention and recurring revenue.
• End‑to‑End Onboarding: Guide new clients through a comprehensive onboarding journey—from menu configuration and table mapping to POS integration and first live sale—ensuring a smooth transition from legacy systems.
• Training & Enablement: Design and deliver engaging training sessions, create user guides, video tutorials, and customized workshops that empower staff to use the platform confidently.
• Issue Resolution: Handle inquiries and escalations with empathy, driving each issue to a definitive, positive resolution while maintaining a high level of customer satisfaction.
• Proactive Engagement: Maintain regular touchpoints to uncover evolving needs, gather feedback, and identify opportunities to enhance the customer journey.
• Growth & Upsell: Spot and execute upsell and cross‑sell opportunities that add tangible value to each restaurant, driving revenue growth and deepening platform adoption.
• CRM Stewardship: Keep the CRM up to date with all interactions, metrics, and action plans, ensuring data integrity and visibility across teams.
• Product Collaboration: Partner with Product and Support to propose process improvements, feature enhancements, and best practices based on real‑world customer insights.
• Thought Leadership: Stay current on industry trends, competitor offerings, and emerging technologies, positioning yourself as a trusted advisor within the hospitality space.
• Brand Representation: Represent brighthush at virtual conferences, webinars, and industry events, building brand awareness and gathering market intelligence.

Essential Qualifications

• Minimum of 3 years proven experience in Customer Success, technical support, or client service within the hospitality or hotel industry.
• Native Spanish speaker with exceptional written and verbal communication skills.
• Demonstrated ability to remain calm under pressure, handle escalations with patience, and make sound decisions.
• Strong organizational skills, meticulous attention to detail, and the capacity to manage multiple accounts and tasks simultaneously.
• Self‑motivated, proactive, and eager to immerse yourself in the day‑to‑day operations of a high‑growth startup.
• Authentic passion for the restaurant industry and a desire to build enduring client relationships.
• Own a reliable computer and stable internet connection.
• Availability to work Monday‑Friday, 13:00‑22:00 (Spain time), with a one‑hour break.

Preferred Qualifications

• Hands‑on experience working with restaurants and familiarity with POS systems commonly used in LATAM.
• Basic knowledge of CRM tools and marketing automation platforms.
• Proficiency in creating educational content—videos, guides, FAQs—to help customers maximize platform usage.
• Track record of identifying and closing upsell opportunities.
• Experience with data‑driven decision making, using analytics dashboards to track customer health scores.

Skills & Competencies

• Customer‑centric mindset with a relentless focus on service excellence.
• Exceptional active listening and empathy skills.
• Analytical ability to interpret usage metrics and customer satisfaction data.
• Self‑directed and highly productive in a remote work setting.
• Time‑management and task‑prioritization expertise.
• Rapid learning aptitude and adaptability to new technologies.
• Strong written communication skills for creating clear, concise documentation.
• Collaboration skills to work effectively with Product, Sales, and Support teams.

Career Growth & Development Opportunities

At brighthush, we believe that investing in our people is the key to our collective success. When you join our team, you’ll benefit from:

• Comprehensive onboarding and continuous learning programs, including workshops, peer‑to‑peer knowledge sharing, and access to internal resources.
• A personalized professional development plan reviewed every six months, outlining performance goals, skill‑building milestones, and potential career pathways.
• Direct influence on the Customer Success roadmap and the expansion of our client base.
• Collaborative projects with Product, Marketing, and Sales to translate user feedback into tangible product improvements.
• Access to industry conferences, webinars, and events that keep you at the forefront of hospitality and technology trends.
• Opportunities to mentor junior team members and lead cross‑functional initiatives.
• Potential transition to a full‑time role with comprehensive corporate benefits as the company scales.

Work Environment & Culture at brighthush

brighthush is a vibrant, diverse community that spans Spain and LATAM. Our culture is built on:

• Transparency and open communication—weekly team meetings, dedicated Slack channels, and real‑time collaboration.
• Flexible working hours within the 13:00‑22:00 window, allowing you to balance personal commitments with professional responsibilities.
• Innovation hubs—every team member can propose ideas, participate in internal hackathons, and shape the future of our platform.
• A strong commitment to diversity and inclusion, ensuring every voice is heard and valued.
• Celebration of achievements—both individual and collective milestones are recognized and celebrated.
• Remote‑first mentality that empowers you to work from anywhere while staying connected through digital collaboration tools.

Compensation, Perks & Benefits

While this role is structured as a freelance engagement, we offer a competitive remuneration package aligned with the LATAM market and your level of experience. Additional benefits include:

• Performance‑based bonuses tied to customer satisfaction and retention metrics.
• Access to a virtual health plan and optional life insurance coverage.
• Discounts on brighthush products and services for you and your family.
• Potential transition to a full‑time position with comprehensive corporate benefits.
• Recognition programs and internal awards celebrating outstanding contributions.
• Flexible remote work environment with the freedom to design your own workspace.

How to Apply

If you’re excited about the mission of brighthush and confident that your experience and skill set can elevate our customers’ success, we’d love to hear from you. Please submit your updated résumé along with a brief cover letter that highlights:

• Your track record in Customer Success or a related field.
• Specific achievements that demonstrate your impact on customer satisfaction and growth.
• Why you’re passionate about the restaurant industry and how you envision contributing to brighthush’s vision.

Send your application to [email protected] and let’s explore how we can grow together.

We look forward to welcoming you to the brighthush family and building the next generation of restaurant success stories.