Senior Remote Customer Success & Billing Specialist – Spearheading Client Delight, Upsell Mastery, and Seamless Billing Support for brighthush (Manitoba, Canada)

About brighthush

brighthush stands at the intersection of cutting‑edge technology and human‑centric service. With a global footprint that spans 10 countries and a vibrant workforce of over 18,000 professionals, we bring a “globally local” mindset to every client engagement. Our portfolio ranges from AI‑driven digital customer care to back‑office operations, human resources outsourcing, and advanced contact center solutions. We partner with some of the world’s most recognized brands, helping them achieve operational excellence and deliver unforgettable customer experiences. As a remote‑first organization, we empower our teams to work from anywhere while staying connected to a dynamic, collaborative culture that thrives on continuous learning and shared success.

Why brighthush?

At brighthush, every interaction is an opportunity to create a lasting impression. Our culture is built on collaboration, continuous learning, and a shared commitment to excellence. As a Senior Remote Customer Success & Billing Specialist, you will join a dynamic team that values your voice, encourages growth, and rewards high performance. Whether you’re a seasoned professional or just starting your career, brighthush offers a supportive environment where you can thrive, learn new skills, and make a real impact on people’s lives. We celebrate diversity, champion innovation, and provide the tools and resources you need to excel in a fast‑moving industry.

Industry Landscape

The customer service industry is evolving rapidly, driven by digital transformation, omnichannel engagement, and data‑centric decision making. Companies are increasingly outsourcing their contact centers to specialized providers that can deliver consistent, high‑quality support at scale. In this context, brighthush stands out as a trusted partner that blends cutting‑edge technology with human empathy, ensuring that every customer interaction is both efficient and memorable. Our solutions span billing, payments, service upgrades, and promotional offers, positioning us as a one‑stop shop for businesses looking to elevate their customer experience while optimizing operational costs.

Role Overview

As a Senior Remote Customer Success & Billing Specialist, you will be the frontline champion of our clients’ satisfaction. You will own the customer journey from the first touchpoint to resolution, ensuring that every interaction reflects brighthush’s brand values and delivers a “WOW” factor. Your expertise in billing, payments, and upsell strategies will help our clients achieve their business goals while driving revenue growth for brighthush.

Key Responsibilities

• Customer Engagement: Handle inbound calls and digital queries related to billing, payments, service upgrades/downgrades, and promotional offers. Provide clear, concise, and courteous responses that reflect brighthush’s brand values.
• Active Listening & Needs Assessment: Use active listening techniques to uncover customer needs, troubleshoot issues, and recommend tailored solutions that align with their goals.
• Consultative Problem Solving: Own the customer journey by taking a consultative approach to resolve service issues. Escalate complex cases when necessary and follow up to ensure complete satisfaction.
• Multi‑System Proficiency: Navigate multiple computer systems and databases to research products, services, and common solutions. Maintain accurate, real‑time documentation of interactions and outcomes.
• Documentation & Reporting: Log all customer interactions in the appropriate tool, create tickets for unresolved issues, and update status in real time. Ensure data integrity and compliance with internal policies.
• Exceeding Expectations: Deliver a “WOW” factor in every interaction through exceptional communication, ownership, and speed of service. Consistently meet or exceed key performance indicators (KPIs).
• Continuous Improvement: Participate in regular 1:1 coaching sessions with your supervisor to refine skills, discuss performance metrics, and set personal development goals.
• Upsell & Cross‑Sell Opportunities: Identify and act on opportunities to introduce clients to new products or upgrades that enhance their experience and increase revenue.
• Team Collaboration: Share best practices, provide peer support, and contribute to a positive team culture through virtual collaboration tools.
• Process Optimization: Provide feedback on workflow inefficiencies and suggest improvements that enhance customer experience and operational efficiency.

Essential Qualifications

• Minimum 6 months of customer service experience in a call center or similar environment.
• Strong oral and written English communication skills.
• Proficiency with computers, comfortable using multiple monitors and navigating various software platforms.
• Experience troubleshooting billing and service issues, with a proven track record of owning the resolution.
• Excellent interpersonal skills: compassionate, supportive, friendly, and confident in every interaction.
• Results‑oriented mindset with the ability to recommend solutions and upsell products when appropriate.
• Reliable, self‑motivated, and able to work independently from a home office with a hard‑wired internet connection.
• Minimum age of 18 and legal right to work in Canada.
• Availability to work flexible hours between 7 AM and 12 AM EST, with the ability to adapt to business needs.

Preferred Qualifications

• Prior experience in a billing or payment support role.
• Knowledge of CRM systems and call center software.
• Experience with coaching or mentoring peers.
• Multilingual abilities (French, Spanish, or other languages) are a plus.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Emotional Intelligence: Ability to read customer emotions, respond empathetically, and maintain composure under pressure.
• Analytical Thinking: Strong problem‑solving skills and the capacity to analyze data to identify trends and root causes.
• Time Management: Efficiently juggle multiple tasks while maintaining high quality and accuracy.
• Team Collaboration: Willingness to share best practices, support teammates, and contribute to a positive team culture.
• Adaptability: Comfortable with change, new technologies, and evolving processes.
• Technical Proficiency: Comfortable with CRM, ticketing, and billing platforms; quick learner of new software.
• Communication Excellence: Clear, concise, and persuasive communication across multiple channels.

Career Growth & Learning Opportunities

brighthush is committed to your professional development. As a Senior Customer Success & Billing Specialist, you will have access to a comprehensive learning platform that includes:

• Onboarding training modules covering product knowledge, customer engagement techniques, and compliance.
• Ongoing skill‑building workshops on advanced troubleshooting, upselling, and leadership fundamentals.
• Mentorship programs pairing you with experienced colleagues for guidance and career advice.
• Clear career pathways to roles such as Senior Support Specialist, Team Lead, or Technical Analyst.
• Annual performance reviews with personalized development plans and potential for salary increases.
• Access to industry conferences, webinars, and certification programs to keep you at the forefront of customer success trends.

Work Environment & Culture

Working remotely from brighthush means you can create a workspace that suits your style while staying connected to a vibrant, global community. Our culture emphasizes:

• Flexibility: Choose your own schedule within the required hours to balance work and life.
• Inclusivity: A barrier‑free environment that respects diversity and promotes equal opportunity.
• Collaboration: Regular virtual team meetings, knowledge sharing sessions, and cross‑functional projects.
• Recognition: Celebrate achievements through peer shout‑outs, spot awards, and quarterly recognition events.
• Well‑being: Access to employee assistance programs, mental health resources, and wellness initiatives.
• Community: Participation in virtual social events, volunteer opportunities, and global team challenges.

Compensation & Benefits

Base Pay: $16.00 per hour during the training period, increasing to $19.20 per hour upon successful completion of training and meeting performance criteria.

Benefits

• Best‑in‑class medical, dental, and vision coverage (subject to eligibility).
• Employee referral program with generous incentives.
• Flexible work schedule options to accommodate personal commitments.
• Career advancement opportunities within a fast‑growing organization.
• Access to a supportive, people‑focused environment where you can build lasting connections.
• Paid time off, including vacation, sick leave, and personal days.
• Technology stipend to equip your home office with the latest tools.
• Employee wellness program, including virtual fitness classes and mindfulness sessions.

Application Process

To apply, please submit your resume and a brief cover letter outlining why you are the ideal candidate for this role. All applicants will undergo a pre‑employment assessment and a structured interview. brighthush uses AI‑assisted tools to streamline the screening process, ensuring fairness and efficiency. If you have any accessibility needs, let us know during the application stage and we will provide appropriate accommodations.

Important Information

• This position is a remote, work‑from‑home role and does not qualify for the Atlantic Immigration Pilot Program or the Provincial Nominee Program.
• Applicants must be at least 18 years old, legally eligible to work in Canada, and able to work within the specified time zone.
• A stable home office setup with a hard‑wired internet connection is required.
• All pre‑employment tests and interviews are mandatory for final selection.

Join brighthush Today

If you are compassionate, energetic, and eager to make a meaningful impact on customers’ lives, brighthush invites you to bring your expertise and enthusiasm to our remote team. Apply now and become part of a forward‑thinking organization that values innovation, collaboration, and personal growth. Together, we will shape the future of customer success and billing excellence.