Senior Customer Success Specialist – Order Management & Support (Remote) – Championing Educator Success with Innovative Cloud‑Based Solutions at brighthush

About brighthush: Revolutionizing Educational Technology

At brighthush, we’re not just building software – we’re redefining how schools, districts, and universities operate. Our cloud‑native platform unifies procurement, inventory, curriculum delivery, and data analytics into a single, intuitive interface. By eliminating administrative friction, we free educators to focus on what truly matters: inspiring the next generation of thinkers, creators, and leaders. With a presence in thousands of institutions nationwide, our partners trust us to deliver reliable, data‑driven tools that elevate student achievement. If you’re passionate about education, thrive in a fast‑moving environment, and want to be part of a team literally changing the world, brighthush is the place for you.

Why Join brighthush?

• Impactful Work: Every interaction you have helps educators streamline workflows, reduce administrative burden, and ultimately improve student outcomes.
• Remote Flexibility: Work from the comfort of your home office while collaborating with a global, high‑performing team.
• Growth & Development: We invest in continuous learning—access to industry conferences, internal training, and mentorship programs.
• Inclusive Culture: Diversity, equity, and inclusion are woven into our DNA. We celebrate every voice and champion a respectful, collaborative workplace.
• Competitive Compensation & Perks: A base salary that reflects your experience, a comprehensive benefits package, and flexible work arrangements.

Position Overview

As a Senior Customer Success Specialist within our Customer Success department, you will be the frontline advocate for our educational partners. Your primary responsibility will be to accurately process orders, resolve support inquiries, and nurture long‑term relationships that drive customer satisfaction and retention. You will collaborate closely with Sales, Finance, and Technical teams to ensure a seamless experience for every client.

What You’ll Do

• Handle inbound customer interactions via phone, email, and chat, providing timely, accurate, and empathetic support.
• Enter new orders, renewals, and service requests into our order management system with 100% accuracy.
• Generate and modify support quotations, ensuring alignment with customer needs and pricing guidelines.
• Track order status, follow up on pending information, and coordinate with internal stakeholders to close tickets on the first call.
• Maintain detailed, up‑to‑date records in CRM and other systems, documenting every customer interaction and resolution.
• Collaborate with cross‑functional teams—CRM, Sales, Finance, and Technical Support—to resolve complex issues and provide a holistic service experience.
• Identify opportunities for process improvement and contribute to the development of best practices and knowledge base articles.
• Report recurring customer complaints or trends to management, recommending actionable solutions.
• Participate in ongoing training, team meetings, and performance reviews to continuously elevate your skill set.
• Act as a subject matter expert on order lifecycle and support workflows, mentoring junior team members.
• Analyze customer data to uncover patterns, forecast demand, and recommend proactive solutions to prevent future issues.

Key Success Metrics

• First‑call resolution rate above 85%
• Customer Satisfaction Score (CSAT) above 90%
• Order accuracy rate of 100%
• Average ticket turnaround time under 24 hours
• Retention rate of 95%+ for existing accounts

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• 1–3 years of experience in customer success, account management, or technical support for revenue‑generating clients.
• Proven ability to troubleshoot complex issues, analyze data, and deliver first‑call resolution.
• Strong organizational and project management skills—capable of juggling multiple priorities in a fast‑paced environment.
• Excellent written and verbal communication skills, with a customer‑centric mindset.
• Detail‑oriented with a track record of accurate data entry and documentation.
• Self‑starter who thrives independently yet collaborates effectively with teammates.

Preferred Experience & Technical Skills

• Experience with VoIP platforms such as brighthush or similar.
• Familiarity with brighthush Business Suites (CRM, Service Cloud).
• Basic proficiency in brighthush Word, Excel, and PowerPoint.
• Comfortable navigating multiple systems simultaneously and using screen‑sharing tools.
• Prior exposure to educational technology or SaaS order management.
• Knowledge of data privacy regulations (FERPA, GDPR) relevant to educational institutions.

Skills & Competencies for Success

• Customer‑First Mindset: You genuinely care about client success and go the extra mile to exceed expectations.
• Analytical Thinking: You can dissect complex problems, identify root causes, and propose data‑driven solutions.
• Communication Excellence: You articulate ideas clearly, both verbally and in writing, and adapt your tone to diverse audiences.
• Adaptability: You thrive in a dynamic environment, quickly learning new tools and processes.
• Team Collaboration: You work seamlessly with cross‑functional partners, fostering a culture of shared success.
• Time Management: You prioritize tasks effectively, ensuring timely resolution of high‑volume support tickets.
• Problem‑Solving: You approach challenges with a solutions‑oriented mindset and a willingness to experiment.
• Technical Proficiency: Comfortable with CRM, order management, and data analytics tools.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Industry conferences and webinars that keep you ahead of emerging trends.
• Internal certification programs in customer success, product knowledge, and leadership.
• Mentorship from seasoned leaders who guide your career trajectory.
• Opportunities to transition into senior roles such as Customer Success Manager, Product Specialist, or even Leadership positions within the Customer Success organization.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Annual performance reviews that align your growth goals with the company’s strategic vision.

Work Environment & Company Culture

Our culture is built on trust, transparency, and a shared commitment to educational excellence. You will experience:

• Remote work flexibility with core collaboration hours to support cross‑time‑zone teamwork.
• Regular virtual team‑building events, recognition programs, and informal check‑ins.
• A culture that celebrates diverse perspectives and encourages innovative problem‑solving.
• Access to a vibrant community of educators, technologists, and customer success professionals who share a common mission.
• Transparent communication from leadership, ensuring you understand how your work contributes to the broader impact.
• Inclusive policies that support work‑life balance, mental health, and personal well‑being.

Compensation, Perks, and Benefits

• Competitive Salary: Base pay commensurate with experience, plus performance‑based incentives.
• Health & Wellness: Comprehensive health, dental, vision, and life insurance plans.
• Retirement Support: 401(k) with company match to help you plan for the future.
• Paid Time Off: Generous vacation, sick leave, and holidays to maintain work‑life balance.
• Professional Development: Reimbursement for courses, certifications, and industry conferences.
• Flexible Work Hours: Remote work with core hours to support collaboration across time zones.
• Technology Stipend: Allowance for home office equipment and high‑speed internet.
• Wellness Programs: Access to mental health resources, mindfulness sessions, and fitness subsidies.
• Employee Recognition: Quarterly awards, spot bonuses, and public acknowledgment of outstanding contributions.

Physical & Cognitive Requirements

• Prolonged sitting and screen time with frequent keyboard and mouse use.
• Ability to focus on digital interfaces and manage multiple tasks simultaneously.
• Occasional light lifting (up to 10 lbs) for moving equipment or supplies.
• Strong verbal and written communication skills to interact with diverse stakeholders.

How to Apply

Ready to make a difference in education? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We look forward to hearing how your experience and passion align with our mission.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

Join Us and Shape the Future of Learning

At brighthush, your work will directly influence the success of teachers and students across the nation. If you are a proactive, customer‑focused professional who thrives in a collaborative, innovative setting, we invite you to apply today. Together, we can empower educators, streamline operations, and transform classrooms into hubs of creativity and achievement.