Senior Tier 3 Customer Success Specialist – Process Design & Optimization – Remote, Colombia

About brighthush

brighthush is a forward‑thinking, technology‑driven customer success platform that empowers businesses worldwide to deliver exceptional client experiences. With a mission to transform the way organizations interact with their customers, brighthush blends data‑driven insights, automation, and human expertise to create seamless, scalable support ecosystems. Our team is a vibrant mix of seasoned professionals, creative thinkers, and tech enthusiasts who thrive on solving complex problems and building systems that last.

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.

Key Responsibilities

• Workflow Mapping & Analysis: Conduct in‑depth studies of customer journeys from onboarding to renewal, identifying friction points, bottlenecks, and opportunities for improvement.
• Process Design & Optimization: Translate insights into clear, repeatable processes that eliminate friction, reduce error rates, and enhance customer satisfaction.
• SOP Creation & Maintenance: Draft, review, and update Standard Operating Procedures that are intuitive enough for new hires to follow without guidance.
• Stakeholder Collaboration: Partner directly with client leadership and internal operations teams to align process changes with strategic goals.
• Tool & Template Development: 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.

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.