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Steve & Kate's Customer Relationship Lead

February 23, 2026

<div>Step into a role as the Customer Relationship Lead where in this role, you will work with Customer Relationship leadership to develop and implement strategies for responding to often complex and sensitive customer situations. This leader is responsible for being a highly organized individual who is able to work at a robust pace to meet tight deadlines and manage multiple priorities. The Customer Relationship Lead will have a profound interest in resolving escalated conflicts, strong communications skills, and a proven track record of complying with company policies and regulatory agencies' requirements.This position will be expected to spend much of their time providing support for escalated issue, assisting with field team questions/needs, supporting capacity, and providing reporting information to leadership. This includes being a subject matter expert, creating and updating processes and process documents, administering training for new hires as well as new process training. Monitors and tracks escalation trends and performs analysis to improve overall customer satisfaction.This position is remote (but must be located in the eastern time zone) or hybrid if within 30 miles of the corporate office.Bright Horizons is a leading education and care company, trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.Responsibilities:Depending on the line of business, the position may perform some or all of the below functions: </div><div><ul><li>Works collectively with stakeholders from camp operations, legal, communications, risk management, human resources, and executive management to summarize complex incidents and formulate a plan to correct and address.</li><li>Provide results, and recommendations for improvement to management.</li><li>Work closely with leadership to ensure departmental goals are met.</li><li>Recommend process improvements to management based on trends, feedback, and consultant and employee experience during interactions.</li><li>Update and maintain process and support documents for the team.</li><li>Lead business process improvement initiatives.</li><li>Establish and maintain cross organizational relationships that align with company goals.</li><li>Acts as a subject matter expert and support resource for Customer Relationships.</li></ul>Qualifications</div><ul><li>Associate Degree - Required</li><li>Bachelor's Degree - Preferred</li><li>3 years of Experience equivalent to role - Required</li><li>Minimum 3 additional years of experience that lieu of applicable degree? would be considered in lieu of the applicable degree.</li></ul><div>Additional Job Requirements</div><ul><li>Comfortable working long hours when required</li><li>Strong sense of urgency and an understanding of when escalation is needed</li><li>Ability to manage multiple priorities and meet deadlines</li><li>Must be organized with a keen attention to detail</li><li>Excellent written and oral communication skills and has a demonstrated ability to collaborate across functions</li><li>Must have experience managing projects, strong problem-solving, and critical thinking skills.</li></ul>Bring your leadership skills and passion for early childhood education to Bright Horizons, where you’ll foster an enriching environment for children, families, and staff. Discover how far your career can take you in an inclusive workplace where you can be you. Apply today to explore the possibilities!Salary/Hourly Rate and Other Compensation Disclosures:The annual starting salary for this position is between $64,000 - $73,000. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.Benefits:Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:<ul><li>Medical, dental, and vision insurance</li><li>401(k) retirement plan</li><li>Life insurance</li><li>Long-term and short-term disability insurance</li></ul>Deadline to Apply Information:This posting is anticipated to remain open until 4/20/2026. Compensation: $65,000-$73,000<h1>Life at Bright Horizons:</h1><h1></h1>At Bright Horizons, you’re more than your job title — you’re the difference. Whether you’re nurturing a child’s first steps or supporting the systems behind the scenes, your work creates real impact. We’re a community that celebrates individuality, invests in your growth, and supports your whole self. Because when you thrive, so do the children, families, and clients we serve. Join us and help build a brighter future — for yourself and for others.Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: <a href="" target="_blank" rel="noopener noreferrer">Know Your Rights</a>, <a href="" target="_blank" rel="noopener noreferrer">Family and Medical Leave Act (FMLA)</a> and <a href="" target="_blank" rel="noopener noreferrer">Employee Polygraph Protection Act (EPPA)</a>.If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or <a href="mailto:bhrecruit@brighthorizons.com" target="_blank" rel="noopener noreferrer">bhrecruit@brighthorizons.com</a>. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...