Customer Experience Champion – Remote Phone & Ticket Support Specialist (Zendesk, Slack, Guru) at brighthush

About brighthush

At brighthush, we’re redefining the way creative agencies and brands connect with their audiences. Our platform empowers teams to streamline project workflows, elevate client communication, and deliver stunning digital experiences at scale. With a culture rooted in collaboration, innovation, and a relentless focus on customer delight, we’re on a mission to make every interaction matter.

Why This Role Matters

As the frontline of our business, the Customer Experience Champion is the heartbeat of our client relationships. Every inbound call, chat, and support ticket you handle is an opportunity to showcase the professionalism, speed, and care that set brighthush apart. You’ll be the trusted voice that turns challenges into solutions, ensuring our clients feel heard, supported, and valued from the first contact to final resolution.

Key Responsibilities

• Handle inbound support channels: Manage a high-volume mix of phone calls, email tickets, and live chat inquiries with poise and efficiency.
• Resolve issues quickly: Apply established workflows and escalation paths to close tickets in record time while maintaining quality.
• Collaborate cross-functionally: Partner with Account Management, Scheduling, Billing, Production, and other teams to troubleshoot and resolve complex client problems.
• Document solutions: Contribute to our evolving knowledge base in Guru, ensuring future teammates have ready access to proven fixes.
• Maintain service metrics: Track key performance indicators such as first‑contact resolution, average handle time, and customer satisfaction scores.
• Champion a hospitality mindset: Treat every client interaction as an opportunity to exceed expectations, using clear communication and empathy.
• Adapt to changing priorities: Balance competing demands across phone and ticket queues while staying organized and focused.
• Participate in continuous improvement: Provide feedback on processes, tools, and training materials to help the team grow smarter and faster.

Essential Qualifications

• Minimum 2 years of experience in phone‑based customer support or a related role.
• Proficiency with Zendesk, Slack, and Guru (or similar ticketing and knowledge‑base platforms).
• Strong written and verbal communication skills, with the ability to remain calm under pressure.
• Comfortable working remotely in a fast‑paced, collaborative environment.
• Availability to cover Monday‑Friday, 10:30 am–7 pm PT (remote work from any U.S. time zone).
• Demonstrated ability to follow escalation paths and minimize back‑and‑forth communication.

Preferred Qualifications

• Experience in the creative or digital‑marketing industry.
• Familiarity with project‑management tools such as Asana or Monday.com.
• Previous exposure to a hospitality‑oriented support culture.
• Knowledge of data‑driven customer support metrics and reporting.
• Multilingual support capabilities (bonus, not required).

Skills & Competencies

• Problem‑solving: Quickly diagnose issues and propose effective solutions.
• Time management: Prioritize tasks and manage multiple channels simultaneously.
• Team player: Collaborate seamlessly with cross‑functional teams.
• Adaptability: Thrive in a dynamic environment with evolving processes.
• Customer‑centric mindset: Put the client’s needs first and go the extra mile.
• Attention to detail: Ensure accurate documentation and ticket closure.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Experience Champion, you’ll have access to:

• Structured mentorship programs with senior support and product leaders.
• Regular training sessions on new tools, industry trends, and soft‑skill development.
• Clear career pathways into roles such as Support Manager, Customer Success Lead, or Product Evangelist.
• Opportunities to lead cross‑functional projects and influence product roadmap decisions.
• Annual performance reviews that align your growth goals with company objectives.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and a shared passion for excellence. Our remote-first culture means:

• Flexible work hours within the core shift (10:30 am–7 pm PT) to accommodate personal commitments.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• A culture of open feedback, where every voice is heard and valued.
• Commitment to diversity, equity, and inclusion—our teams reflect the communities we serve.
• Access to cutting‑edge tools and a supportive IT infrastructure that keeps you productive from anywhere.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market standards for remote support specialists.
• Performance‑based bonuses tied to customer satisfaction and resolution metrics.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match to help you plan for the future.
• Unlimited paid time off (PTO) and flexible sick leave.
• Professional development stipend for courses, certifications, and conferences.
• Monthly wellness stipend and access to virtual fitness classes.
• Employee referral program with generous rewards.

How to Apply

Ready to bring your customer‑first mindset to brighthush? Submit your application through our careers portal:

Apply to this role

Equal Opportunity & Accessibility

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require accommodations during the interview process or need assistance accessing our website, please contact us at [email protected].

Data Privacy & Security

All information you share with brighthush—whether professional credentials, educational background, or work history—is securely stored in our system. We never disclose or sell your personal data. Background checks are conducted only after a formal offer is extended.

AI‑Assisted Hiring

brighthush leverages AI‑assisted tools to identify and prioritize candidates whose experience aligns with this role. All hiring decisions are ultimately made by our People team, ensuring a fair and human‑centered process.

Join Us

As a Customer Experience Champion at brighthush, you’ll be at the forefront of delivering exceptional client service in a dynamic, creative industry. Your expertise will shape how we support our partners, drive satisfaction, and grow our brand reputation. If you’re passionate about problem solving, thrive in a collaborative environment, and want to make a real impact from day one, we want to hear from you.

Apply today and help us elevate the customer experience to new heights—because at brighthush, every interaction counts.