Senior Customer Support & Success Specialist – 100% Remote LATAM Talent Hub – Propel Your Global Career with brighthush

Welcome to brighthush – Your Launchpad for Global Customer Success Excellence

At brighthush, we’re more than a recruitment agency; we’re a vibrant ecosystem that connects top-tier Latin American talent with high-growth U.S. companies. Our mission is to transform customer support from a reactive function into a strategic driver of growth, innovation, and brand loyalty. By pairing skilled professionals with forward-thinking businesses, we create a seamless bridge that elevates the customer experience to new heights.

Why This Role Is a Career Game‑Changer

As a Senior Customer Support & Success Specialist, you’ll be at the forefront of a global movement that redefines how companies engage with their customers. Here’s what makes this opportunity truly special:

• Fully Remote, LATAM‑First: Work from anywhere in Latin America with a reliable high‑speed internet connection and a dedicated workspace.
• Competitive Compensation: Earn a USD salary that often surpasses local market rates, complemented by performance‑based bonuses and equity‑style incentives.
• Human‑Centric Recruitment: Every step of the hiring process is guided by seasoned recruiters who value your experience and potential over algorithms.
• Structured Growth Path: Benefit from continuous learning, mentorship, and clear advancement tracks that move you from specialist to senior manager and beyond.
• Impactful Work: Serve as the first line of support for customers shaping the future of technology, from fintech to healthtech to e‑commerce.

Key Responsibilities

Your day‑to‑day will involve a blend of customer interaction, process optimization, and cross‑functional collaboration. You’ll be the voice that turns challenges into opportunities for both customers and the companies you support.

• Email & Live Chat Support: Respond to inquiries with clarity, empathy, and speed, ensuring every interaction reflects the brand’s voice and values.
• Ticket Management & Escalation: Resolve tickets efficiently, escalating complex issues to the appropriate teams while maintaining a high first‑contact resolution rate.
• Customer Onboarding & Success: Guide new customers through product setup, ensuring early wins and long‑term satisfaction.
• Knowledge Base Development: Draft, edit, and maintain helpful articles that empower customers to solve problems independently.
• Feedback & Insight Capture: Collect and share customer insights with product and service teams to drive continuous improvement.
• Process Improvement Initiatives: Identify recurring pain points and propose actionable solutions to enhance support workflows.
• Metrics & Reporting: Track key performance indicators such as response time, resolution time, CSAT, and NPS, and present findings to stakeholders.
• Cross‑Functional Collaboration: Work seamlessly with product, engineering, sales, and marketing to ensure a unified customer experience.

Essential Qualifications

• Residing in Latin America with a dedicated workspace and reliable high‑speed internet.
• Fluent in English (B2 level or higher) – both written and spoken, with excellent written communication skills.
• Proven experience in customer support, service, or success roles, preferably in a SaaS or technology environment.
• Patience, empathy, and a knack for clear, concise communication that turns frustration into satisfaction.
• Strong problem‑solving skills and the ability to troubleshoot technical issues quickly.
• Proficiency with help desk tools such as Zendesk, Freshdesk, or Intercom, and a willingness to learn new platforms.

Preferred Qualifications

• Experience working with U.S. customers or in a U.S. market context, understanding time‑zone nuances and cultural expectations.
• Background in SaaS or technology products, with a solid grasp of subscription models and cloud services.
• Knowledge of CRM systems and data analytics, able to extract insights from customer data.
• Experience creating or maintaining knowledge bases, FAQs, or community forums.
• Previous exposure to customer success metrics such as churn, upsell, and renewal rates.

Skills & Competencies for Success

• Communication: Ability to translate technical jargon into customer‑friendly language, tailoring tone to diverse audiences.
• Problem‑Solving: Quick analytical thinking to diagnose and resolve issues, often under tight deadlines.
• Time Management: Prioritize tickets and tasks while maintaining high quality and meeting SLA targets.
• Collaboration: Work seamlessly with cross‑functional teams (product, engineering, sales) to close loops.
• Adaptability: Thrive in a fast‑changing environment with evolving customer needs and product updates.
• Customer‑Centric Mindset: Put the customer at the center of every decision, striving to exceed expectations.
• Data‑Driven Decision Making: Use metrics and analytics to inform improvements and measure success.
• Continuous Learning: Stay curious, pursue new knowledge, and apply best practices in customer support.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. Here’s what you can expect:

• Progressive exposure to high‑growth U.S. companies across diverse industries, from fintech to healthtech to e‑commerce.
• Mentorship from experienced recruiters and industry experts who guide your professional journey.
• Access to a curated library of training resources on customer success best practices, product knowledge, and soft skills.
• Clear advancement tracks, from support specialist to senior success manager, and eventually into leadership roles such as Customer Success Director or VP of Support.
• Opportunities to work on cross‑functional projects that influence product strategy and customer experience, giving you a holistic view of the business.
• Regular skill‑building workshops, hackathons, and peer‑learning sessions that keep you at the cutting edge of the support field.

Work Environment & Culture at brighthush

Our culture is built on trust, transparency, and a shared commitment to excellence. Even though we’re a remote‑first organization, we foster a sense of community through:

• Weekly virtual coffee chats and team huddles that keep everyone connected.
• Open‑door policy – you can reach out to any senior leader at any time.
• Regular feedback loops and performance reviews that focus on growth rather than just metrics.
• Celebrations of milestones, both personal and professional, to build camaraderie.
• Inclusive practices that respect diverse backgrounds and perspectives, ensuring everyone feels valued.
• Flexible work schedules that respect local time zones while aligning with global team needs.

Compensation, Perks, and Benefits

While specific packages vary by role and client, you can expect:

• Competitive USD salaries that often exceed local market rates, with performance‑based bonuses.
• Fully remote work – no commuting, no relocation, and the freedom to work from anywhere in LATAM.
• Health and wellness resources, including virtual fitness classes, mental health support, and wellness stipends.
• Professional development budget for courses, certifications, and conferences.
• Annual performance reviews with clear pathways for salary increases and promotions.
• Access to a global network of peers, mentors, and industry leaders.

Ready to Make an Impact?

If you’re a seasoned customer support professional who thrives on solving problems, building relationships, and delivering world‑class experiences, we want to hear from you. Join brighthush and become part of a community that values your expertise, supports your growth, and empowers you to shape the future of customer success.

Apply today and accelerate your global career with brighthush!