Customer Experience & Onboarding Specialist – Beauty & Wellness Marketplace – Remote, Sydney, Australia – Join brighthush

About brighthush

brighthush is a trailblazing beauty and wellness marketplace that connects top‑tier therapists, aestheticians, and wellness practitioners with discerning clients across Australia. Our mission is simple yet powerful: to democratise access to premium self‑care experiences by leveraging cutting‑edge technology, data‑driven insights, and a vibrant community of experts. With a rapidly expanding network of over 5,000 verified practitioners and a customer base that spans from bustling city centres to serene coastal towns, brighthush is redefining how Australians discover, book, and enjoy beauty and wellness services.

At brighthush, we believe that every interaction—whether it’s a quick email reply or a detailed onboarding call—shapes the brand experience. That’s why we’re looking for a dedicated Customer Experience & Onboarding Specialist who can blend empathy, efficiency, and a passion for the beauty industry to elevate our service standards and drive growth.

Why brighthush is the Place to Grow Your Career

Working at brighthush means joining a forward‑thinking team that is reshaping the beauty and wellness landscape. We’re a high‑growth, tech‑driven company that values innovation, integrity, and community. As a remote‑first organisation, you’ll enjoy flexible hours, a collaborative culture, and the freedom to work from anywhere in Australia. Our commitment to sustainability, continuous learning, and employee well‑being sets us apart from traditional beauty platforms.

Key Responsibilities

• Onboarding Excellence: Guide newly registered beauty therapists through a seamless onboarding journey, ensuring they complete all required documentation, upload high‑quality photos, and understand our platform’s best practices.
• Profile Management: Review therapist profiles for completeness, accuracy, and brand alignment. Promptly chase missing photos, credentials, or outstanding requirements, maintaining a high standard of professionalism.
• Lead Conversion: Actively follow up on leads generated through brighthush advertising campaigns. Engage prospects via email, brighthush DMs, or phone to encourage them to complete their registrations and become active practitioners.
• Multi‑Channel Support: Respond to customer and therapist enquiries across brighthush, email, and other communication channels. Provide timely, accurate, and friendly assistance, ensuring a consistent brand voice.
• Proactive Outreach: Make outbound calls when necessary to follow up with therapists and customers, turning inquiries into actionable outcomes and fostering long‑term relationships.
• Data Stewardship: Maintain and update Excel spreadsheets (or equivalent CRM tools) to track registrations, enquiries, profile completion status, and follow‑up activities. Generate regular reports to inform team strategy.
• Administrative Support: Provide general customer service and administrative support, including scheduling, documentation, and coordination with cross‑functional teams.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree in Business, Communications, or a related field is a plus.
• Minimum of 2 years of experience in customer service, client onboarding, or a similar role—preferably within the beauty, wellness, or hospitality industry.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and familiarity with CRM platforms (e.g., brighthush, brighthush).
• Strong written and verbal communication skills in English; additional language proficiency is an asset.
• Demonstrated ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast‑paced environment.
• Self‑motivated, detail‑oriented, and comfortable working remotely with minimal supervision.

Preferred Qualifications

• Experience working with social media platforms (brighthush, brighthush) and managing community engagement.
• Knowledge of the Australian beauty and wellness market, including key trends, regulatory requirements, and practitioner expectations.
• Previous exposure to lead generation and conversion strategies, especially within digital advertising ecosystems.
• Familiarity with data analytics tools and the ability to translate metrics into actionable insights.
• Background in a startup or high‑growth tech environment, showcasing adaptability and a growth mindset.

Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping people and a commitment to delivering exceptional service.
• Communication Mastery: Clear, concise, and persuasive communication across written and verbal channels.
• Problem‑Solving: Ability to identify issues quickly, propose solutions, and follow through to resolution.
• Organizational Acumen: Strong time‑management skills and meticulous attention to detail.
• Tech Savvy: Comfortable navigating multiple digital tools, from CRMs to social media management platforms.
• Collaboration: Team player who thrives in cross‑functional settings and values diverse perspectives.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Customer Experience & Onboarding Specialist, you’ll have the chance to:

• Progress into senior onboarding or client success roles, leading larger teams and shaping onboarding strategies.
• Take on project‑based responsibilities, such as optimizing lead‑to‑conversion funnels or enhancing the therapist onboarding experience.
• Participate in continuous learning programs, including workshops on customer experience design, data analytics, and industry trends.
• Attend quarterly knowledge‑sharing sessions with our product, marketing, and compliance teams to stay ahead of market shifts.
• Earn certifications in customer service excellence, CRM administration, or digital marketing, supported by the company’s learning budget.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Innovation, Integrity, and Community. We foster an inclusive, collaborative atmosphere where every voice matters. Key highlights include:

• Fully remote work model with flexible hours, allowing you to balance professional commitments with personal life.
• Regular virtual team huddles, brainstorming sessions, and informal “coffee chats” to keep the energy high.
• A transparent communication style—expect open feedback loops and a flat hierarchy that encourages initiative.
• Annual “Wellness Day” where employees can enjoy discounted or free services from our partner therapists.
• Commitment to sustainability: we partner with eco‑friendly suppliers and encourage green practices across all operations.

Compensation & Benefits

While specific figures are tailored to experience and role scope, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market standards for customer service and onboarding roles in Sydney.
• Performance‑based bonuses tied to key metrics such as therapist onboarding completion rates and lead conversion.
• Health and dental insurance coverage for you and your immediate family.
• Paid time off (PTO) and public holidays, with additional days for remote work flexibility.
• Professional development stipend to support courses, certifications, or conferences.
• Employee wellness program, including gym membership discounts and mental health resources.
• Access to our platform’s services at discounted rates, allowing you to experience the quality of care we provide.

How to Apply

Ready to join a forward‑thinking team that’s reshaping the beauty and wellness landscape? Submit your resume, a brief cover letter outlining why you’re the perfect fit for brighthush, and any relevant portfolio or references. We’re excited to learn how your skills and passion can help us elevate the customer experience and accelerate our growth.

Apply now and become a pivotal part of brighthush’s journey to bring premium beauty and wellness to every Australian home.