Senior Tier 3 Customer Success & Process Optimization Specialist – Remote, Colombia – Drive Customer Experience Excellence

About brighthush

brighthush is not just a customer success platform – it’s a movement that redefines how businesses connect with their most valuable asset: their customers. Leveraging cutting‑edge technology, data‑driven insights, and a human‑centric approach, we empower organizations worldwide to deliver experiences that delight, retain, and inspire. Our mission is simple yet ambitious: to transform every customer interaction into a seamless, scalable, and measurable success story.

Founded by a team of seasoned customer success veterans, product innovators, and data scientists, brighthush has grown from a niche startup into a global partner for Fortune 500 companies, mid‑market enterprises, and ambitious SaaS founders alike. We thrive on solving complex problems, building systems that last, and fostering a culture where curiosity, collaboration, and continuous improvement are the norm.

Why Join brighthush?

At brighthush, we believe that the best work happens when people feel valued, challenged, and supported. As a Tier 3 Customer Success Specialist, you will be at the forefront of shaping the processes that keep our clients satisfied and our internal teams efficient. You will work remotely from Colombia, collaborate with a global network of experts, and have the freedom to innovate without the constraints of a traditional playbook. Our culture is built on transparency, continuous learning, and a genuine commitment to mental and professional well‑being.

Joining brighthush means becoming part of a community that celebrates diversity, encourages experimentation, and rewards impact. Whether you’re a seasoned process engineer or a customer success strategist, you’ll find the resources, mentorship, and autonomy you need to grow and make a real difference.

What You’ll Do

In this role, you will own the end‑to‑end lifecycle of process design and optimization for our most critical customer success workflows. Your day‑to‑day responsibilities will include:

• Deep Dive Analysis: Map and analyze every touchpoint in the customer journey—from onboarding to renewal—identifying friction points, bottlenecks, and opportunities for improvement.
• Process Architecture: Translate insights into clear, repeatable processes that eliminate friction, reduce error rates, and enhance customer satisfaction.
• SOP Development: Draft, review, and maintain Standard Operating Procedures that are intuitive enough for new hires to follow without guidance.
• Stakeholder Engagement: Partner directly with client leadership and internal operations teams to align process changes with strategic goals.
• Tool & Template Creation: Build reusable templates, dashboards, and documentation that empower the broader team to apply best practices across multiple accounts.
• Data‑Driven Impact Assessment: Track key performance indicators, analyze results, and iterate on processes based on empirical evidence.
• Knowledge Sharing: Present findings, playbooks, and success stories to the customer success community, fostering a culture of continuous improvement.
• Change Management: Lead adoption initiatives, ensuring new workflows are embraced by teams and clients alike.
• Cross‑Functional Collaboration: Work closely with product, engineering, sales, and marketing to embed process excellence into every customer touchpoint.

Essential Qualifications

• Minimum 5 years of experience in customer success, operations, or process design roles.
• Proven track record of authoring SOPs, training materials, or process documentation that has led to measurable improvements.
• Strong proficiency with Google Workspace, ClickUp (or similar task management tools), and advanced spreadsheet skills.
• Experience collaborating with client leadership and cross‑functional teams to translate business objectives into actionable processes.
• Excellent written and spoken English; additional language skills are a plus.

Preferred Qualifications

• Background in SaaS or technology‑focused customer success environments.
• Familiarity with data analytics platforms (e.g., Tableau, Power BI) and the ability to translate data into process insights.
• Experience with change management initiatives and driving adoption of new workflows.
• Project management certification (PMP, Agile, or similar) is a bonus.

Key Skills & Competencies

• Analytical Thinking: Ability to dissect complex processes and identify root causes of inefficiencies.
• Strategic Vision: Translate high‑level business goals into concrete, scalable operational steps.
• Communication: Articulate ideas clearly in written and verbal formats for diverse audiences.
• Collaboration: Work effectively with cross‑functional teams, including sales, product, and engineering.
• Adaptability: Thrive in a fast‑moving, remote environment where priorities can shift quickly.
• Project Management: Plan, execute, and monitor process improvement projects with measurable outcomes.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Tier 3 specialist, you will have access to:

• Mentorship from senior leaders in customer success and operations.
• Paid training courses in process improvement methodologies (Lean, Six Sigma, Agile).
• Opportunities to lead cross‑departmental initiatives and present at company‑wide town halls.
• Clear career pathways to senior specialist, process lead, or operations director roles.
• Regular performance reviews that focus on growth, impact, and skill enhancement.

Work Environment & Culture

brighthush is a fully remote, distributed team that values flexibility, autonomy, and a healthy work‑life balance. Our culture is built on:

• Transparency: Open communication channels and regular all‑hands meetings.
• Inclusivity: A diverse workforce that celebrates different perspectives.
• Well‑being: Mental health days, virtual wellness sessions, and access to counseling resources.
• Innovation: Encouragement to experiment, fail fast, and iterate.
• Recognition: Regular shout‑outs, spot bonuses, and a culture of appreciation.

Compensation & Benefits

Base Salary: Up to $2,000 USD per month, commensurate with experience and skill set. Performance Incentives: Quarterly bonuses tied to process impact metrics and customer satisfaction scores. Health Coverage: Comprehensive health insurance plans for contractors, covering medical, dental, and vision. Paid Time Off: Unlimited vacation policy, holiday extra pay, and mental health days to support your well‑being. Professional Development: Reimbursement for industry certifications, conferences, and online courses. Technology Stipend: Monthly allowance for home office equipment and high‑speed internet. Team Building: Annual virtual retreats, team‑building activities, and community service events.

How to Apply

If you are a process‑savvy, customer‑centric professional ready to make a tangible impact from your home in Colombia, we want to hear from you. Please submit your resume, a brief cover letter outlining your most significant process improvement project, and any relevant SOP samples or case studies.

Join brighthush and help us redefine the future of customer success—one process at a time.