Customer Relationships Senior Specialist

Bright Horizons•Newton, MA

5d•$22 - $24•Remote

About The Position

Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference. Primary Purpose The Customer Relationships Senior Specialist serves as a senior subject‑matter expert responsible for overseeing the daily operations, technology systems, and process improvement initiatives that support the Customer Relationships team. This role leads support for our call systems and communication technology, strengthens cross‑functional relationships, and ensures high‑quality support for our camp program team and customers. The Senior Specialist works independently with limited supervision, manages complex issues, contributes to operational strategy, and provides training and guidance to junior team members. This is a Remote position available in the United States. Only candidates located in CST or EST will be considered. This person will be expected to begin work at 6:00am EST, weekend flexibility required.

Requirements

HS diploma or equivalent - Required
4 years of experience in a customer service support function - Required

Nice To Haves

Bachelor's Degree - Preferred
Strong analytical, communication, and technical skills — experienced in analyzing data, identifying trends, presenting insights, and using Microsoft Office and reporting tools to drive customer and team performance improvements.
Highly organized, detail‑oriented, and adaptable — able to manage multiple priorities in fast‑paced environments while ensuring accuracy, quality, and effective problem‑solving.
Collaborative leader and independent contributor — skilled in coaching others, supporting continuous learning, and exercising sound judgment in ambiguous or time‑sensitive situations.

Responsibilities

Provide expert customer support and leadership, including advanced troubleshooting, root‑cause analysis, escalation handling, and acting‑supervisor coverage to ensure consistent service standards.
Improve operations through data and process insights, analyzing system and workflow metrics to deliver recommendations that enhance efficiency, service quality, and technology usage.
Drive high‑quality customer experiences through collaboration, partnering cross‑functionally to align on service expectations, identify issues, improve processes, and support both internal teams and external customers effectively.