Senior Customer Success Specialist – Remote UK Hours, Full‑Time, 100% Remote – Champion Exceptional Support & Customer Delight at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric technology company that is redefining how businesses connect with their audiences through cloud‑based e‑commerce and digital experience solutions. With a strong foothold in the UK market and a rapidly expanding global presence, we empower brands to deliver seamless, personalized experiences to their customers. Our mission is simple: to make every digital interaction effortless, engaging, and memorable.

At brighthush, we believe that technology should serve people, not the other way around. That philosophy is reflected in every product we build, every partnership we forge, and every support interaction we handle. Our culture is built on collaboration, continuous learning, and a shared passion for solving real‑world problems. We’re a remote‑first organization that values flexibility, autonomy, and a healthy work‑life balance.

Why This Role Is a Game‑Changer

As a Senior Customer Success Specialist, you will be the frontline hero that keeps our customers satisfied and our products running smoothly. You’ll handle complex queries, identify patterns, and help shape the future of our support processes. Working remotely from South Africa, you’ll enjoy the flexibility of a full‑time position that aligns with UK business hours (09:00–17:00 UK time, 11:00–19:00 SAST). This is an excellent opportunity for South African talent to join a reputable UK employer, gain international experience, and build a stable remote career.

In addition to the core responsibilities, you’ll be part of a high‑impact team that directly influences product development, customer retention, and brand reputation. Your insights will help us refine our solutions, reduce churn, and increase upsell opportunities—all while maintaining the highest standards of customer delight.

What You’ll Do Every Day

In this role, you will:

• Serve as the primary point of contact for customers seeking assistance via email, chat, and phone.
• Resolve inquiries ranging from simple account questions to intricate technical issues.
• Document solutions in our help desk system and contribute to the knowledge base.
• Identify recurring problems and collaborate with cross‑functional teams to implement improvements.
• Maintain high response‑time and satisfaction metrics, ensuring a consistently positive customer experience.
• Participate in proactive outreach to gather feedback, upsell relevant features, and nurture long‑term relationships.
• Mentor junior team members by sharing best practices, troubleshooting techniques, and customer‑centric approaches.
• Stay updated on product updates, industry trends, and emerging support technologies to provide informed guidance.

Key Success Metrics

We measure success by the impact you create for our customers and the efficiency you bring to our support operations. Your performance will be evaluated against:

• First‑response time (target
• Resolution time (target
• Customer satisfaction score (CSAT) of 90%+
• Net Promoter Score (NPS) contributions through proactive outreach
• Knowledge base article adoption and usage metrics
• Ticket volume handled per week (benchmark 50–70 tickets)
• Escalation rate (target

Essential Qualifications

• Minimum 2–3 years of experience in a customer support, help desk, or service desk role.
• Proficiency with help desk platforms such as brighthush, brighthush, or similar.
• Excellent written and verbal English communication skills, with a calm, empathetic tone.
• Strong analytical and problem‑solving abilities, with a knack for ticket prioritisation.
• Reliable home office setup: high‑speed fibre internet, quality headset, and a dedicated computer.
• Self‑motivated, detail‑oriented, and able to work independently while staying aligned with team goals.
• Experience with data‑driven decision making and basic reporting.

Preferred Qualifications (Nice to Have)

• Experience supporting UK or international customers, especially within the SaaS or e‑commerce sectors.
• Familiarity with cloud‑based SaaS products and their typical support workflows.
• Prior experience writing help centre articles or contributing to internal knowledge bases.
• Knowledge of CRM systems and basic data analysis tools.
• Experience with remote collaboration tools such as brighthush, brighthush, or brighthush.
• Understanding of customer success metrics and lifecycle management.

Core Competencies & Skills

• Customer‑Centric Mindset: A genuine desire to help customers and a commitment to delivering outstanding service.
• Communication: Clear, concise, and friendly communication across multiple channels.
• Technical Aptitude: Ability to troubleshoot software issues, navigate help desk systems, and learn new tools quickly.
• Time Management: Efficiently juggle multiple tickets, deadlines, and priorities.
• Team Player: Willingness to collaborate with cross‑functional teams and share insights.
• Adaptability: Comfortable with change, open to feedback, and eager to improve processes.
• Problem‑Solving: Analytical mindset to diagnose root causes and propose sustainable solutions.
• Data‑Driven Decision Making: Ability to interpret metrics and translate them into actionable improvements.

Career Pathways & Development

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

• Progress to a Senior Support Engineer or Support Team Lead role within 12–18 months, based on performance.
• Gain exposure to product development cycles, allowing you to influence future features and enhancements.
• Participate in regular training sessions, webinars, and industry conferences (both virtual and in‑person).
• Access a mentorship program pairing you with experienced leaders in support, product, and engineering.
• Benefit from a culture that rewards innovation, initiative, and continuous improvement.
• Explore lateral moves into Customer Success Management, Product Support, or Technical Account Management.

Work Culture & Remote Work Experience

brighthush offers a vibrant, inclusive, and flexible work environment:

• Remote‑First: Work from anywhere in South Africa while staying connected to a global team.
• UK Hours: Align with our UK clients’ business hours (09:00–17:00 UK time) for real‑time collaboration.
• Collaborative Culture: Regular virtual team meetings, open channels for feedback, and a supportive leadership team.
• Innovation‑Driven: A focus on leveraging the latest technologies to improve customer experience.
• Work‑Life Balance: Flexible scheduling within the core hours, encouraging a healthy balance.
• Diversity & Inclusion: A commitment to creating a welcoming environment for all backgrounds.
• Community Engagement: Opportunities to volunteer, participate in hackathons, and contribute to open‑source projects.

Compensation & Benefits

While the base salary ranges from R29 000 to R32 000 per month, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:

• Competitive salary with performance‑based bonuses.
• Health and wellness stipend to cover gym memberships, mental health resources, or home office upgrades.
• Annual professional development budget for courses, certifications, or conferences.
Apply for this job