Senior Remote Customer Success Specialist – Expert in Order Management, Renewals & Support – Championing Educational Technology Success at brighthush

About brighthush

brighthush stands at the forefront of the educational technology revolution, delivering data‑driven, intuitive solutions that empower teachers, administrators, and students across the United States. Our mission is to simplify the complex challenges of modern education, enabling educators to focus on what matters most: student learning and success. With a portfolio of products that seamlessly integrate into everyday school operations, brighthush helps institutions unlock their full potential and drive measurable outcomes.

Role Overview

We are seeking a highly motivated Remote Customer Success Specialist to join our dynamic Customer Success team. In this role, you will be the frontline advocate for our clients, ensuring that every interaction—whether it’s a phone call, an email, or an online chat—results in a swift, accurate, and positive experience. You will also manage order entry, renewals, and quotations, collaborating closely with Sales, Finance, and Product teams to keep our customers satisfied and our processes running smoothly.

Why This Role Matters

At brighthush, customer success is the heartbeat of our organization. Your work will directly influence the adoption of our solutions, the retention of our clients, and the overall reputation of our brand. By mastering our systems and building lasting relationships, you’ll help schools thrive and, in turn, shape the future of education.

Key Responsibilities

• Customer Interaction Management: Resolve inquiries received via phone, email, and online channels promptly, documenting each interaction in our CRM.
• First‑Contact Resolution: Use advanced troubleshooting skills to solve issues on the first call or message, aiming for a 90%+ first‑contact resolution rate.
• Order Processing: Accurately enter new orders, renewals, and modifications into our order entry system, ensuring all required data is captured.
• Quotation Management: Create, adjust, and approve support quotations for new and existing customers.
• Follow‑Up & Tracking: Monitor pending orders, gather missing information, and keep customers informed throughout the fulfillment cycle.
• Post‑Sale Support: Maintain ongoing communication with customers to nurture long‑term relationships and identify upsell opportunities.
• Cross‑Functional Collaboration: Work with Sales, Finance, Product, and Technical Support to resolve complex issues and streamline processes.
• Reporting & Escalation: Log recurring problems, report trends to management, and elevate critical issues as needed.
• Process Improvement: Participate in continuous improvement initiatives, suggesting enhancements to workflows, documentation, and training materials.
• Adherence to Policies: Follow company policies, maintain confidentiality, and foster respectful relationships with colleagues.

Essential Qualifications

• High school diploma or equivalent (Bachelor’s degree preferred).
• 1–3 years of experience in customer success, account management, or a related revenue‑generating role.
• Proven troubleshooting and analytical abilities.
• Strong time‑management skills with the capacity to juggle multiple requests simultaneously.
• Excellent organizational and project‑management capabilities.
• Self‑starter who thrives in a fast‑paced, remote environment.
• Customer‑centric mindset with a track record of delivering positive outcomes.
• Exceptional written and verbal communication skills.
• Meticulous attention to detail and accurate data entry proficiency.
• Comfortable using PCs and a variety of software applications.

Preferred Qualifications

• Experience with VoIP platforms such as GoTo Phone or similar.
• Familiarity with Salesforce or other CRM suites.
• Basic proficiency in Microsoft Word and Excel.

Skills & Competencies

• Technical Proficiency: Ability to navigate multiple systems, troubleshoot software issues, and learn new tools quickly.
• Communication: Clear, concise, and empathetic communication across all channels.
• Problem‑Solving: Analytical mindset with a proactive approach to identifying root causes.
• Collaboration: Team player who can coordinate with cross‑functional stakeholders.
• Adaptability: Comfortable adjusting priorities in response to changing business needs.
• Customer Advocacy: Passion for championing the customer’s voice within the organization.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Customer Success Specialist, you will:

• Gain exposure to our full product suite and the educational technology landscape.
• Participate in ongoing training programs, including product certifications, soft‑skill workshops, and leadership development.
• Progress into senior Customer Success roles, such as Account Manager, Customer Success Manager, or Director of Customer Success.
• Explore cross‑departmental projects that broaden your skill set and expand your professional network.

Work Environment & Company Culture

Our remote‑first culture empowers you to work from anywhere in the United States, provided you have a quiet, dedicated workspace. We value:

• Transparency and open communication across all levels.
• Work‑life balance, with flexible scheduling to accommodate personal commitments.
• Continuous learning, with access to industry conferences, webinars, and internal knowledge bases.
• A collaborative, inclusive atmosphere where every voice is heard.

Compensation & Benefits

While specific figures are tailored to experience and role, brighthush offers a competitive base salary complemented by:

• Performance‑based bonuses and incentives.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and a generous sick leave policy.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Technology stipend to support your home office setup.

How to Apply

Ready to make a difference in the lives of educators and students? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to learning how your skills and passion align with brighthush’s mission.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. If you require accommodations during the application process, please contact us at [email protected].