Customer Experience Associate – Multi‑Channel Support & Logistics Operations at brighthush

Welcome to brighthush – Where Innovation Meets Impact

At brighthush, we’re redefining the future of custom apparel by empowering student entrepreneurs to launch and scale their own brands. Located in the heart of New York, our mission is to provide the capital, training, and operational support that transforms bright ideas into thriving businesses. We’re a fast‑growing, multi‑million dollar company that thrives on creativity, collaboration, and a relentless focus on customer delight.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role – you’re stepping into a culture that celebrates curiosity, embraces diversity, and rewards initiative. Our remote, flexible work model allows you to balance life and work while contributing to a global impact. We invest in your growth through continuous learning, mentorship, and a clear career ladder that rewards performance and innovation.

Role Overview

The Customer Experience Associate is the frontline champion of our supply‑chain and logistics ecosystem. You’ll manage a high‑volume, multi‑channel support queue—email, chat, text, and phone—ensuring every customer interaction reflects brighthush’s brand values and operational excellence. Your work will directly influence customer satisfaction, retention, and the overall success of our student‑led brands.

Key Responsibilities

• Respond to customer inquiries across email, chat, text, and phone with speed, accuracy, and professionalism.
• Diagnose and resolve issues while adhering to company policies, service standards, and compliance requirements.
• Maintain meticulous, real‑time documentation in our ticketing system and internal knowledge base.
• Own each ticket from opening to closure, ensuring timely follow‑ups and seamless handoffs to relevant teams.
• Track and exceed performance metrics such as response time, resolution time, QA score, and tickets handled per shift.
• Collaborate cross‑functionally with Sales, Operations, Production, and Finance to address complex customer needs.
• Uphold brighthush’s brand voice and professionalism in every customer interaction.
• Identify recurring pain points and propose process improvements that enhance efficiency and customer experience.

Performance Expectations

Success in this role is measured by a blend of quantitative and qualitative metrics:

• Consistently meet or exceed productivity and quality benchmarks.
• Demonstrate meticulous attention to detail in documentation and communication.
• Apply constructive feedback to reduce repeat errors and improve service quality.
• Show ownership of tickets from start to resolution, ensuring no hand‑off gaps.
• Prioritize customer‑first decision making in all interactions.
• Maintain reliability and accountability during assigned shifts.

Eligibility & Qualifications

• Minimum 1.5 years of experience in customer support, client services, or a similar customer‑facing role.
• Comfortable operating in a fast‑paced, metrics‑driven environment.
• Strong written communication skills with the ability to maintain a professional brand voice.
• Proficiency in basic data and system navigation (CRM, ticketing systems, spreadsheets).
• Demonstrated ability to manage multiple conversations simultaneously.
• Self‑motivated with a clear sense of when to seek escalation.

Desired Skills & Competencies

• Exceptional verbal and written communication.
• High attention to detail and strong organizational skills.
• Critical thinking and problem‑solving aptitude.
• Proficiency in multi‑tasking across various communication channels.
• Basic data literacy and comfort navigating CRM and ticketing platforms.
• Independent work ethic coupled with collaborative teamwork.

Work Environment & Culture

brighthush is a fully remote, inclusive workplace that values flexibility, transparency, and continuous improvement. Our culture is built on:

• Flexibility: Work from anywhere with a reliable internet connection.
• Collaboration: Weekly cross‑functional huddles and real‑time communication tools keep everyone aligned.
• Diversity & Inclusion: We actively encourage applicants of all backgrounds, ages, genders, sexual orientations, and abilities.
• Growth Mindset: Access to online courses, mentorship programs, and quarterly skill‑building workshops.
• Recognition: Performance‑based bonuses, public shout‑outs, and a culture of celebrating wins.

Compensation & Benefits

We offer a competitive base salary ranging from $550 to $700 per month, commensurate with experience. In addition to your base pay, you’ll enjoy:

• 2‑month paid sabbatical for eligible employees after a defined tenure.
• Health, dental, and vision coverage options for remote employees.
• Unlimited paid time off policy to support work‑life balance.
• Professional development stipend for courses, certifications, and conferences.
• Monthly team virtual socials and quarterly in‑person retreats.
• Employee referral bonus program.

Career Growth Opportunities

At brighthush, your career path is designed to evolve with your ambitions. Starting as a Customer Experience Associate, you can progress to:

• Senior Customer Experience Specialist – leading complex cases and mentoring new hires.
• Team Lead – overseeing a group of associates, setting performance goals, and driving process improvements.
• Operations Manager – managing end‑to‑end supply‑chain operations and collaborating with senior leadership.
• Product & Customer Success Lead – shaping product strategy based on customer insights.

We provide the training, mentorship, and resources to help you ascend the ladder and make a lasting impact.

How to Apply

Ready to bring your customer‑centric mindset to a vibrant, purpose‑driven organization? Click the link below to submit your application and join the brighthush family.

Apply to this job

Equal Opportunity Statement

brighthush is an equal employment opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We actively encourage people of all backgrounds, ages, LGBTQ+ identities, and those with disabilities to apply.

Important Note

Training will last approximately 1–2 months, during which you’ll work from 9:00 PM to 6:00 AM Philippine Time, Monday to Friday. After training, your regular shift will be 5:00 AM to 2:00 PM Philippine Time, Monday to Friday.

Final Thoughts

As a Customer Experience Associate at brighthush, you’ll be at the heart of a dynamic ecosystem that empowers student entrepreneurs to succeed. Your dedication to exceptional service will help shape the future of custom apparel and create lasting value for our partners and customers alike. If you’re passionate about problem‑solving, thrive in a fast‑paced environment, and want to grow your career while making a real difference, we want to hear from you.

Join us and turn every customer interaction into an opportunity for excellence.