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About brighthush
brighthush stands at the forefront of the clean‑technology revolution, blending cutting‑edge software, innovative financing solutions, and end‑to‑end services to accelerate the global transition to renewable energy. Our portfolio spans solar installations, home electrification, and utility‑grade projects, all designed to reduce carbon footprints, unlock financial value, and empower customers to power their homes and businesses sustainably. With a mission to create a brighter, cleaner future, brighthush partners with utilities, solar installers, construction firms, and community developers to streamline operations, drive cost efficiencies, and deliver measurable environmental impact.
Why Join brighthush?
At brighthush, you’ll be part of a high‑impact team that redefines how people power their lives. Our culture is built on curiosity, collaboration, and an unwavering focus on customer success. We empower our employees with continuous learning opportunities, flexible remote work, and a supportive environment that values work‑life balance. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a place where your ideas are heard, your growth is nurtured, and your contributions directly influence the trajectory of the renewable energy sector.
Position Overview
We are seeking an experienced Customer Billing Escalation Specialist to become the frontline champion for resolving complex billing disputes and ensuring customer satisfaction. In this role, you will leverage your analytical acumen, strategic thinking, and communication skills to investigate complaints, recommend actionable solutions, and drive process improvements that enhance the billing experience for our diverse customer base. You will act as the bridge between customers, finance, operations, and product teams, turning challenging escalations into opportunities for continuous improvement.
Key Responsibilities
- Complaint Review & Analysis: Thoroughly examine escalated billing issues, identify root causes, and assess the impact on customer satisfaction and revenue. Use data‑driven techniques to quantify the financial implications of each dispute.
- Claim Investigation: Conduct detailed investigations using Salesforce, G Suite, Microsoft Office, and advanced analytics tools to gather evidence, verify data, and collaborate with cross‑functional teams (Finance, Operations, Sales, Technical Support, and Product).
- Resolution Recommendation: Develop clear, actionable recommendations that align with company policies, regulatory requirements, and customer expectations. Present findings to senior stakeholders and secure approvals for resolution actions.
- Process Improvement: Identify recurring patterns in billing disputes and propose system or procedural enhancements to reduce future escalations. Work closely with Product and Engineering teams to implement changes and monitor impact.
- Customer Communication: Serve as the primary point of contact for high‑priority customers, delivering timely updates, explaining resolution steps, and ensuring a positive experience throughout the escalation lifecycle.
- Data Reporting & Analytics: Generate regular reports on escalation metrics, trend analysis, and customer feedback. Use insights to inform strategic decisions and continuous improvement initiatives.
- Compliance & Governance: Ensure all escalations are handled in accordance with internal controls, industry regulations, and data privacy standards.
- Stakeholder Collaboration: Build strong relationships with finance, product, engineering, and sales teams to ensure alignment on billing policies and customer communication strategies.
- Knowledge Management: Document best practices, create knowledge base articles, and train new team members on escalation procedures and tools.
Essential Qualifications
- 2–4 years of experience in customer service, billing, or dispute resolution, preferably within the solar, construction, or utilities industry.
- Strong analytical mindset with the ability to dissect complex data sets and translate findings into actionable insights.
- Excellent written and verbal communication skills in English, with the ability to articulate complex issues to both technical and non‑technical audiences.
- Proficiency in Salesforce, G Suite, and Microsoft Office (Word, Excel, PowerPoint). Experience with data visualization tools (e.g., Tableau, Power BI) is a plus.
- Demonstrated ability to manage multiple high‑priority cases simultaneously while maintaining meticulous attention to detail.
- Self‑motivated, proactive, and comfortable working in a remote, distributed environment.
- Bachelor’s degree in Business, Finance, Engineering, or a related field is preferred.
Preferred Qualifications
- Experience in the renewable energy sector, specifically with solar billing or construction project finance.
- Knowledge of utility billing regulations, rate structures, and compliance frameworks.
- Familiarity with financial reconciliation, credit management, and invoicing systems.
- Project management experience, including the ability to lead cross‑functional initiatives.
- Multilingual capabilities (e.g., Tagalog, Spanish) to support a diverse customer base.
Key Skills & Competencies
- Strategic Problem Solving: Ability to think critically and develop long‑term solutions that align with business objectives.
- Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenging situations into positive outcomes.
- Data‑Driven Decision Making: Comfortable working with large datasets, extracting insights, and presenting findings to stakeholders.
- Collaboration & Influence: Skilled at building relationships across departments and influencing change.
- Adaptability: Thrives in a fast‑paced, evolving environment and can pivot priorities as needed.
- Technical Proficiency: Advanced proficiency in Salesforce, G Suite, Microsoft Office, and data analytics tools.
Career Growth & Learning Opportunities
At brighthush, your career path is designed to evolve with your ambitions. As a Customer Billing Escalation Specialist, you will:
- Progress to a Senior Escalation Lead or Billing Operations Manager role, overseeing larger teams and more complex projects.
- Participate in cross‑functional projects that influence product development, pricing strategy, and customer experience initiatives.
- Access continuous learning resources, including online courses, certifications (e.g., Salesforce Administrator, Six Sigma), and mentorship programs.
- Opportunity to attend industry conferences, webinars, and workshops to stay ahead of market trends.
- Lead initiatives that shape the future of billing automation and customer engagement at brighthush.
Work Environment & Culture at brighthush
Our remote‑first culture empowers you to work from anywhere in the Philippines while staying connected through:
- Weekly virtual team huddles and monthly all‑hands meetings.
- Collaborative tools such as Slack, Microsoft Teams, and Asana.
- Flexible work hours that accommodate personal commitments and promote work‑life harmony.
- A culture of transparency, recognition, and continuous feedback.
- Regular virtual coffee chats and team‑building activities to foster camaraderie.
Compensation & Benefits
We offer a competitive salary range of PHP 440,000 – 660,000 per year, commensurate with experience and qualifications. In addition to base pay, you will enjoy:
- Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
- Retirement plan with company matching contributions.
- Generous parental leave for new parents.
- Health and wellness benefits, including medical, dental, and vision coverage.
- Employee assistance program (EAP) for mental health support.
- Annual performance bonuses and incentive programs.
- Professional development stipend and tuition reimbursement for relevant courses.
- Access to a company‑wide learning platform with courses in data analytics, project management, and renewable energy trends.
How to Apply
If you are a proactive, customer‑focused professional with a passion for solving complex billing challenges in the renewable energy space, we want to hear from you. Submit your application through the link below and join brighthush in shaping a cleaner, brighter future.
Apply to this role at brighthush
Closing Statement
At brighthush, we believe that every billing dispute is an opportunity to strengthen trust, improve processes, and deliver value to our customers. If you thrive on turning challenges into solutions, enjoy working in a dynamic, mission‑driven environment, and are ready to make a tangible impact, we invite you to apply today. Together, let’s accelerate the transition to renewable energy and electrify homes worldwide.
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