Senior Quality Assurance & Customer Success Manager – POS Solutions for LATAM Markets (Remote)

About brighthush

brighthush is a trailblazing AI‑native platform that empowers local businesses across Latin America to thrive in the digital age. From bustling restaurants to boutique retailers, our point‑of‑sale (POS) solutions streamline operations, unlock actionable insights, and drive sustainable growth. With a mission to democratize technology for every entrepreneur, brighthush blends cutting‑edge artificial intelligence with intuitive design, creating a seamless experience that transforms how businesses connect with their customers.

Why Join brighthush?

At brighthush, we believe that the heart of innovation lies in people. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. As a remote‑first organization, we offer the flexibility to work from anywhere in Colombia, Buenos Aires, Mexico, or Costa Rica, while fostering a vibrant community through virtual town halls, hackathons, and mentorship programs. We celebrate diversity, champion continuous learning, and reward impact with competitive compensation, comprehensive benefits, and a clear path to career advancement.

Position Overview

We are seeking a dynamic Quality Assurance & Customer Success Manager to lead the evaluation and enhancement of our customer interactions across the LATAM region. In this role, you will blend analytical rigor with empathetic coaching to ensure every customer touchpoint reflects brighthush’s commitment to excellence. You will be the guardian of our quality standards, the catalyst for coaching initiatives, and the bridge between our sales, support, and product teams.

Key Responsibilities

• Call Scoring & Analysis: Review and score 80–100 customer calls per week using a structured rubric that aligns with brighthush’s quality metrics.
• Coaching & Development: Identify coaching opportunities, design personalized training plans, and conduct live coaching sessions to elevate team performance.
• Process Improvement: Collaborate with cross‑functional teams to refine onboarding, support workflows, and knowledge bases, ensuring consistency and scalability.
• Data‑Driven Insights: Leverage tools such as Salesforce, Salesloft, Sigma, Loom, and Metabase to extract actionable insights, generate dashboards, and present findings to leadership.
• Customer Advocacy: Act as the voice of the customer within brighthush, translating feedback into product enhancements and service improvements.
• Quality Assurance Leadership: Mentor junior QA analysts, define quality standards, and maintain documentation that supports compliance and audit readiness.
• Stakeholder Collaboration: Partner with Sales, Product, and Engineering to align quality initiatives with business objectives and product roadmaps.

Essential Qualifications

• Minimum 2 years of experience in Customer Success, Account Management, or a related field.
• Proven track record in quality assurance, coaching, or enablement roles.
• Strong analytical skills with proficiency in Salesforce, Salesloft, Sigma, Loom, and Metabase.
• Excellent communication skills in English; Spanish fluency is a must.
• Demonstrated ability to manage high-volume call reviews while maintaining meticulous attention to detail.
• Experience in B2B2C environments, preferably within the POS or fintech sectors.
• Self‑motivated, results‑driven, and comfortable working in a fast‑paced, remote setting.

Preferred Qualifications

• Background in AI or data‑driven product ecosystems.
• Experience with coaching frameworks such as GROW or CLEAR.
• Knowledge of Latin American market dynamics and local business challenges.
• Prior experience in a startup or high‑growth tech company.

Key Skills & Competencies

• Analytical Thinking: Ability to dissect complex data sets and translate findings into actionable strategies.
• Coaching & Mentoring: Passion for developing talent and fostering a culture of continuous improvement.
• Customer‑Centric Mindset: Deep empathy for end‑users and a drive to elevate their experience.
• Technical Proficiency: Comfortable navigating CRM, sales engagement, and analytics platforms.
• Project Management: Skilled at juggling multiple initiatives, setting priorities, and meeting deadlines.
• Cross‑Functional Collaboration: Adept at building relationships across Sales, Product, Engineering, and Support.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as important as the work you do. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, webinars, and certification courses.
• Internal mobility pathways to roles in Product Management, Data Science, or Global Customer Success.
• Quarterly hackathons and innovation challenges that encourage experimentation and creativity.

Work Environment & Culture

Our remote‑first model empowers you to work from any of the following locations: Colombia, Buenos Aires, Mexico, or Costa Rica. Despite the distance, we maintain a strong sense of community through:

• Weekly virtual coffee chats and monthly all‑hands meetings.
• Collaborative tools like Slack, Miro, and Notion that keep teams connected.
• Annual virtual retreats that blend learning with fun.
• Inclusive policies that celebrate cultural diversity and support work‑life balance.

Compensation & Benefits

We offer a competitive salary range of USD 30,000 – 35,000 per year, commensurate with experience. In addition, you will receive:

• Generous paid time off (PTO) and flexible holiday scheduling.
• Health, dental, and vision insurance for you and your dependents.
• Monthly stipend for home office setup and internet.
• Annual performance bonus potential.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are passionate about elevating customer experiences, thrive in a data‑driven environment, and want to shape the future of POS solutions in LATAM, we want to hear from you. Submit your application through our careers portal and join a team that values innovation, collaboration, and impact.

Join brighthush Today!

Become part of a mission‑driven company that is redefining how local businesses succeed. Your expertise will directly influence the quality of service our customers receive, and your growth will be supported every step of the way. Apply now and help us bring brighter futures to entrepreneurs across Latin America.