Senior Remote Customer Success & Support Specialist – Full‑Time – Championing Family Learning Innovation & Exceptional Service at brighthush

About brighthush

brighthush is a pioneering, women‑led education technology company that is redefining how families discover, engage with, and grow through innovative learning experiences. With a mission to empower every child through safe, nurturing, and cutting‑edge programs, brighthush has become a trusted name in the ed‑tech space. Our commitment to excellence, inclusivity, and community impact sets us apart and fuels our relentless pursuit of innovation. We are looking for passionate, customer‑centric professionals who share our vision and want to help families thrive in a world where learning is limitless.

Why brighthush is the Place to Grow Your Career

At brighthush, you’ll join a culture that celebrates curiosity, encourages continuous learning, and values every team member’s contribution. We believe that exceptional customer service is the cornerstone of a thriving organization, and we invest heavily in our people to ensure they have the tools, training, and support needed to succeed. Whether you are just starting your career or looking to elevate your expertise, brighthush offers a flexible, fully remote work environment that balances professional growth with personal well‑being.

Key Responsibilities

• Customer Interaction: Respond to inquiries via phone, email, live chat, and social media with professionalism, empathy, and a solutions‑oriented mindset. Build rapport quickly and maintain a positive brand voice.
• Issue Resolution: Diagnose and resolve customer concerns, escalating complex issues to the appropriate internal teams while maintaining a high level of customer satisfaction. Document every step to ensure knowledge continuity.
• Administrative Support: Maintain accurate customer records, update CRM systems, and generate reports to track performance metrics and trends. Use data to identify patterns and recommend improvements.
• Payment Processing: Handle transactions securely, verify payment details, and reconcile discrepancies in a timely manner. Ensure compliance with privacy and security standards.
• Process Improvement: Identify opportunities to streamline workflows, suggest enhancements to support scripts, and contribute to the development of knowledge base articles. Champion a culture of continuous improvement.
• Team Collaboration: Participate in regular team meetings, share best practices, and support peers in achieving shared goals. Act as a liaison between support and product teams.
• Product Advocacy: Serve as a brand ambassador by sharing insights on product usage, gathering feedback, and helping shape future features. Translate customer pain points into actionable product enhancements.
• Data Analysis: Review customer interaction data to identify trends, flag potential churn risks, and recommend proactive engagement strategies. Use analytics to drive decision‑making.

Essential Qualifications

• Communication Excellence: Excellent verbal and written communication skills in English. Ability to convey complex information clearly and concisely.
• Organizational Mastery: Strong organizational abilities and meticulous attention to detail. Capable of managing multiple tickets and deadlines simultaneously.
• Self‑Motivation: Self‑motivated with the capacity to work independently in a remote setting. Demonstrates initiative and ownership of tasks.
• Technical Proficiency: Proficiency with computer systems, CRM platforms (e.g., Zendesk, HubSpot), and digital communication tools (Slack, Zoom, Teams).
• Flexibility: Comfortable managing flexible hours and adapting to changing priorities in a fast‑paced environment.
• Professionalism: High level of professionalism and a genuine passion for customer success. Demonstrates empathy and patience in every interaction.
• Problem‑Solving: Experience troubleshooting basic technical issues and guiding users through solutions. Quick thinker with analytical skills.
• Stress Management: Ability to maintain composure under pressure and handle multiple concurrent tickets without compromising quality.

Preferred Qualifications

• Prior experience in a customer service or support role, preferably in the education or child‑development sector.
• Familiarity with payment processing systems and basic accounting principles.
• Experience working in a remote or distributed team environment.
• Knowledge of additional languages (e.g., French, Spanish) is a plus.
• Certifications in customer success, support, or related fields (e.g., CSAT, NPS, ITIL).

Key Skills & Competencies

• Empathy & Active Listening: Ability to understand customer emotions and respond with genuine care.
• Problem‑Solving: Quick thinking and analytical skills to resolve issues efficiently.
• Time Management: Prioritizing tasks and meeting deadlines in a fast‑paced environment.
• Technical Proficiency: Comfortable navigating multiple software applications and troubleshooting basic tech issues.
• Adaptability: Thriving in a constantly evolving remote work setting.
• Collaboration: Working effectively with cross‑functional teams to achieve shared objectives.
• Data‑Driven Decision Making: Using metrics to inform actions and improve service quality.

Career Growth & Development

At brighthush, we believe in nurturing talent from the ground up. As a Customer Success & Support Specialist, you will have access to:

• Comprehensive onboarding and continuous training programs focused on product knowledge, customer engagement, and soft‑skill development.
• Mentorship from senior team members and leadership, providing guidance on career pathways and skill enhancement.
• Clear advancement tracks, including opportunities to move into Team Lead, Customer Success Manager, Payment Operations Specialist, or Product Support Engineer roles.
• Regular performance reviews that highlight strengths, set goals, and recognize achievements.
• Access to industry conferences, webinars, and certifications that keep you at the forefront of customer service best practices.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.

Work Environment & Culture

brighthush offers a fully remote work model that empowers you to create a healthy work‑life balance. Our culture is built on:

• Flexibility: Choose your own schedule within core hours to accommodate personal commitments.
• Inclusivity: A diverse team that values different perspectives and fosters a sense of belonging.
• Collaboration: Regular virtual team huddles, brainstorming sessions, and social events to build camaraderie.
• Transparency: Open communication from leadership, with clear expectations and feedback loops.
• Well‑being: Access to mental health resources, virtual fitness classes, and wellness stipends.
• Innovation: A culture that encourages experimentation, learning from failures, and celebrating successes.

Compensation & Benefits

We offer a competitive salary range of CAD 53,000 – 58,000 per year, commensurate with experience and performance. In addition to base pay, you will receive:

• Health, dental, and vision insurance plans.
• Paid time off (vacation, sick leave, and personal days).
• Professional development budget for courses, certifications, and conferences.
• Employee referral bonuses and performance incentives.
• Flexible work arrangements and a stipend for home‑office equipment.
• Access to a company‑wide wellness program, including mindfulness sessions and fitness challenges.
• Annual company retreats and virtual social gatherings.

How to Apply

If you are a proactive, customer‑centric professional eager to make a difference in a supportive, remote environment, we want to hear from you. Submit your application through our careers portal and join brighthush in shaping the future of education and customer experience. We look forward to learning how your unique skills and passion can help us empower families worldwide.