Senior Remote Customer Care Specialist – Retention & Contract Management Expert for brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that thrives on delivering exceptional experiences across a global marketplace. With a culture rooted in innovation, collaboration, and continuous learning, we empower our teams to shape the future of customer engagement. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic environment where your voice matters and your growth is our priority.

Why Join Our Retention & Contracts Team?

At brighthush, we believe that the heart of any successful business lies in the relationships we nurture with our customers. Our Retention & Contracts team is the frontline guardian of loyalty, ensuring that every interaction strengthens trust and drives long‑term value. As a Remote Customer Care Specialist, you’ll be the voice that keeps customers engaged, the advocate who turns challenges into opportunities, and the steward who safeguards our contractual commitments.

Key Responsibilities

• Customer Retention & Advocacy: Actively engage with customers to understand their needs, address concerns, and identify upsell or cross‑sell opportunities that align with their goals.
• Contract Management: Review, process, and renew contracts, ensuring compliance with company policies and legal requirements. Resolve discrepancies and negotiate terms when necessary.
• Churn Prevention: Analyze churn signals, conduct proactive outreach, and implement retention strategies that reduce attrition rates.
• Ticket Resolution: Handle a mix of phone, email, and chat inquiries, maintaining a high first‑contact resolution rate while documenting all interactions in our CRM.
• Data Analysis & Reporting: Track key metrics (e.g., churn rate, renewal rate, NPS) and generate actionable insights for cross‑functional teams.
• Process Improvement: Collaborate with product, sales, and legal teams to refine retention workflows, contract templates, and customer communication scripts.
• Training & Mentorship: Participate in ongoing training sessions and share best practices with new hires and peers.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Minimum of 2 years experience in customer support, retention, or contract management roles.
• Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and Microsoft Office Suite.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Demonstrated ability to handle high‑volume, high‑stress situations with professionalism and empathy.
• Experience with contract negotiation and renewal processes.
• Self‑motivated, detail‑oriented, and capable of working independently in a remote setting.

Preferred Qualifications

• Experience in the SaaS or subscription‑based industry.
• Knowledge of legal terminology related to contracts and service agreements.
• Familiarity with data‑driven decision making and KPI tracking.
• Previous exposure to remote onboarding and virtual training environments.
• Certifications in Customer Success, Contract Management, or related disciplines.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Analytical Thinking: Ability to interpret data, spot trends, and recommend actionable improvements.
• Negotiation & Persuasion: Skilled at guiding conversations toward mutually beneficial outcomes.
• Adaptability: Comfortable navigating evolving processes and technologies.
• Collaboration: Works effectively with cross‑functional teams to achieve shared goals.
• Time Management: Prioritizes tasks, meets deadlines, and maintains high productivity in a remote environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our business. As a Remote Customer Care Specialist, you’ll have access to:

• Structured mentorship programs that pair you with senior leaders.
• Regular skill‑building workshops covering advanced customer success strategies, contract law basics, and data analytics.
• Clear promotion pathways to roles such as Senior Retention Manager, Customer Success Lead, or Contract Strategy Director.
• Cross‑departmental projects that broaden your exposure to product development, sales, and legal teams.
• Annual learning stipend to pursue certifications, conferences, or courses aligned with your career goals.

Work Environment & Company Culture

brighthush champions a culture of transparency, inclusivity, and continuous improvement. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Digital collaboration tools (Slack, Microsoft Teams, Miro) that keep communication fluid.
• Flexible work hours that respect work‑life balance.
• Annual virtual retreats and optional in‑person gatherings in key hubs.
• Employee resource groups that celebrate diversity and foster belonging.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for remote customer care professionals.
• Performance‑based bonuses tied to retention metrics and customer satisfaction scores.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to support your long‑term financial security.
• Generous paid time off (PTO) and paid holidays.
• Home‑office stipend to ensure you have the right tools and environment for success.
• Unlimited learning budget for courses, certifications, and conferences.
• Wellness initiatives, including virtual fitness classes and mental health resources.

How to Apply

Ready to become the voice that keeps our customers thriving? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Retention & Contracts team. We’re excited to learn how your experience and passion align with our mission to deliver unparalleled customer value.