Customer Experience Representative – Remote, Ontario – 2+ Years Experience, Full‑Time, Brighthush – Elevate Customer Success in Manufacturing & Security Solutions

About Brighthush

Brighthush is a global leader in security and manufacturing solutions, renowned for delivering innovative products that protect homes, businesses, and critical infrastructure. With a presence in more than 50 countries, we combine cutting‑edge technology with a customer‑centric philosophy to create products that secure doorways and beyond. Our mission is to empower people and organizations to feel safe, confident, and connected. As a forward‑thinking company, we invest heavily in talent development, sustainability, and community impact. If you are passionate about making a tangible difference in people’s lives while working in a dynamic, technology‑driven environment, Brighthush is the place for you.

Why Join Brighthush?

At Brighthush, we believe that exceptional customer experience is the cornerstone of our success. Our Customer Experience Representatives (CERs) are the frontline ambassadors who translate our product excellence into real‑world satisfaction. By joining our remote team in Ontario, you will become part of a culture that values innovation, collaboration, and continuous learning. We offer competitive compensation, comprehensive benefits, and a clear pathway for career advancement. Whether you are just starting your career or looking to elevate your expertise, Brighthush provides the resources and support you need to thrive.

Key Responsibilities

• Customer Issue Resolution: Act as the primary point of contact for customers, diagnosing and resolving product and service inquiries with empathy and efficiency.
• Order Processing & Management: Accurately capture, process, and track customer orders using our proprietary order management system, ensuring timely fulfillment and accurate invoicing.
• Warranty Administration: Evaluate warranty claims, verify eligibility, and coordinate repairs or replacements in accordance with company policies and manufacturer guidelines.
• Product Knowledge Development: Continuously deepen your understanding of Brighthush’s product portfolio, industry trends, and regulatory standards to provide informed guidance to customers.
• Data Entry & Reporting: Maintain meticulous records in Microsoft Office and our manufacturing operating systems, generating reports that inform product improvement and customer satisfaction metrics.
• Cross‑Functional Collaboration: Work closely with Sales, Technical Support, and Logistics teams to resolve complex issues and improve the overall customer journey.
• Continuous Improvement: Identify recurring pain points and propose process enhancements that streamline operations and elevate service quality.

Essential Qualifications

• Minimum of 2 years of customer service or related experience in a fast‑paced environment.
• Proficient communication skills in English, both written and verbal.
• Strong problem‑solving abilities with a track record of turning challenges into opportunities.
• Hands‑on experience with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Familiarity with manufacturing operating systems or ERP platforms is highly desirable.
• Post‑secondary education (associate’s degree or higher) or equivalent professional experience.

Preferred Qualifications

• Experience in the security or manufacturing industry, particularly with door hardware or access control solutions.
• Knowledge of warranty claim processes and regulatory compliance standards.
• Proficiency in a second language (e.g., French, Spanish, Mandarin) to support our diverse customer base.
• Previous remote work experience with a proven ability to manage time, prioritize tasks, and maintain high productivity.
• Demonstrated aptitude for learning new software tools quickly and applying them to real‑world scenarios.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Technical Proficiency: Ability to navigate complex systems, troubleshoot issues, and document solutions accurately.
• Communication Excellence: Clear, concise, and professional communication across all channels.
• Analytical Thinking: Strong data interpretation skills to identify trends and propose actionable insights.
• Adaptability: Comfortable working in a dynamic environment with evolving priorities.
• Team Collaboration: Willingness to collaborate with cross‑functional teams and share knowledge.

Career Growth & Learning Opportunities

Brighthush is committed to nurturing talent and providing a clear career ladder for our Customer Experience Representatives. As you grow, you may transition into roles such as:

• Senior Customer Experience Specialist: Lead complex cases, mentor new hires, and influence service strategy.
• Customer Success Manager: Drive proactive engagement, upsell opportunities, and long‑term customer retention.
• Product Support Engineer: Leverage technical expertise to troubleshoot advanced product issues.
• Operations Analyst: Analyze process data to optimize workflow and improve overall efficiency.

We also offer a robust learning ecosystem, including:

• Onboarding training modules covering product knowledge, customer service best practices, and compliance.
• Regular webinars and workshops led by industry experts.
• Access to an internal knowledge base and certification programs.
• Tuition reimbursement for relevant courses and certifications.

Work Environment & Company Culture

Brighthush values a culture of inclusivity, innovation, and accountability. Our remote teams in Ontario enjoy:

• Flexible work hours that accommodate personal commitments while ensuring coverage for key customer segments.
• A collaborative virtual environment with daily stand‑ups, weekly team meetings, and open channels for feedback.
• Regular virtual social events, such as game nights, wellness challenges, and cultural celebrations.
• Recognition programs that celebrate individual and team achievements.
• Commitment to sustainability, with initiatives that reduce our carbon footprint and support local communities.

Compensation & Benefits

Salary Range: CAD 50,000 – 60,000 per year, commensurate with experience and qualifications.

Benefits Package

• Generous paid time off (PTO) and holiday schedule.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Tuition reimbursement for approved courses and certifications.
• Employee assistance program (EAP) for mental health and well‑being support.
• Remote work stipend for home office setup.
• Annual performance bonus potential.

Application Process

Ready to take the next step in your career? Submit your resume and a brief cover letter outlining why you’re the ideal fit for Brighthush’s Customer Experience team. Our hiring team will review your application promptly and reach out to schedule a virtual interview. We look forward to exploring how your skills and passion can contribute to our mission of securing the world, one doorway at a time.

Join Brighthush Today

If you are driven by a desire to make a real impact, thrive in a remote, collaborative setting, and are eager to grow within a global industry leader, we encourage you to apply now. Brighthush offers a platform where your voice matters, your career can flourish, and your contributions help keep people safe and connected. Don’t miss this opportunity to shape the future of customer experience with a company that values innovation, integrity, and inclusion.