Customer Experience Specialist I – Remote – 10:30 AM – 7:00 PM ET – Brighthush

About Brighthush and the Future of Science

Brighthush is a global nonprofit at the forefront of life‑science research, providing trusted biological materials that empower scientists to push the boundaries of discovery. With a legacy spanning more than a century, Brighthush supplies authenticated, high‑quality reagents, cell lines, and reference standards to researchers, clinicians, and industry partners worldwide. Our mission is simple yet profound: to equip the scientific community with the tools they need to improve and save lives.

As the world faces unprecedented health challenges, Brighthush’s role in delivering reliable, rigorously validated materials has never been more critical. We are looking for a dedicated Customer Experience Specialist I to become the first point of contact for our domestic customers, ensuring that every interaction reflects the professionalism, empathy, and scientific excellence that define our brand.

Why Brighthush?

• Mission‑Driven Culture – Work for a nonprofit that directly supports life‑science research and public health.
• Global Impact – Your work will influence scientists and patients around the world.
• Career Growth – Brighthush offers clear advancement pathways, mentorship, and continuous learning opportunities.
• Inclusive Environment – We celebrate diversity, equity, and inclusion, ensuring every voice is heard.
• Competitive Compensation & Benefits – Comprehensive health coverage, retirement plans, and a generous bonus program.

Key Responsibilities

As a Customer Experience Specialist I, you will be the frontline advocate for our domestic customer base, handling inquiries across multiple channels and ensuring seamless order processing. Your day‑to‑day tasks will include:

• Multi‑Channel Support – Respond to inbound calls, emails, website contact forms, and live chat with professionalism and empathy.
• Order Management – Process orders via phone, email, website, robotic process automation (RPA), or eProcurement systems.
• Permit & Shipping Assistance – Guide customers through permit requirements, shipping logistics, order tracking, cancellations, and credit/debit inquiries.
• Issue Escalation – Identify complex cases and elevate them to the Customer Experience Specialist III or relevant cross‑functional teams.
• Data Capture & Analysis – Log all interactions in our CRM, contributing to data reviews that drive product and process improvements.
• Product Knowledge Support – Utilize website resources, product documentation, and training materials to answer basic product questions.
• Continuous Improvement – Provide feedback on scripts, procedures, and training content to enhance customer experience.
• Site Visits & Collaboration – Attend up to one site visit per quarter and collaborate with internal teams to resolve customer issues.

Essential Qualifications

To thrive in this role, you should meet the following baseline requirements:

• High school diploma or equivalent, with at least one year of customer service experience.
• Excellent verbal and written communication skills.
• Strong problem‑solving abilities and meticulous attention to detail.
• Proficiency in using CRM, ERP, and phone systems.
• Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.
• Professionalism and empathy in all customer interactions.
• Commitment to continuous learning and improvement in product knowledge and customer service skills.

Preferred Qualifications

While not mandatory, the following experience will give you a competitive edge:

• Previous experience in a scientific or life‑science customer support role.
• Familiarity with scientific product documentation and regulatory requirements.
• Experience with chat‑based support platforms and robotic process automation.
• Knowledge of quality, productivity, and issue resolution strategies.
• Experience working in a remote or hybrid environment with a second‑shift schedule.

Skills & Competencies

• Customer‑Centric Mindset – Always put the customer first, anticipating needs and exceeding expectations.
• Communication Excellence – Clear, concise, and courteous communication across all channels.
• Technical Aptitude – Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Organizational Mastery – Ability to keep detailed records, manage time efficiently, and meet deadlines.
• Collaboration & Teamwork – Work seamlessly with cross‑functional teams, from logistics to product development.
• Adaptability – Thrive in a dynamic environment, quickly learning new processes and tools.
• Data‑Driven Decision Making – Use customer data to identify trends and recommend improvements.

Career Growth & Learning Opportunities

Brighthush is committed to nurturing talent and providing clear pathways for advancement. As a Customer Experience Specialist I, you will:

• Progress to a Specialist II or III role, taking on more complex cases and leadership responsibilities.
• Participate in cross‑departmental projects, gaining exposure to supply chain, product development, and regulatory affairs.
• Access ongoing training programs, including product certifications, customer service workshops, and leadership development.
• Benefit from mentorship programs that pair you with senior specialists and executives.
• Contribute to strategic initiatives that shape Brighthush’s customer experience strategy.

Work Environment & Culture

Brighthush values a collaborative, inclusive, and flexible work environment. Key highlights include:

• Remote work with a structured second‑shift schedule (10:30 AM – 7:00 PM ET).
• Quarterly on‑site visits to foster team cohesion and provide hands‑on training.
• A culture that celebrates scientific curiosity, innovation, and continuous improvement.
• Regular team meetings, knowledge‑sharing sessions, and community outreach events.
• Recognition programs that reward outstanding customer service and innovation.

Compensation & Benefits

While the base salary for this role ranges from $45,000 to $50,000 annually, actual compensation will be determined based on experience, qualifications, and market alignment. In addition to a competitive base salary, you may be eligible for:

• Regular merit increases and performance‑based bonuses.
• Comprehensive health, dental, and vision coverage.
• Company‑paid life, disability, and accidental death & dismemberment insurance.
• Paid holidays, paid time off (PTO), and a flexible work‑life balance policy.
• Retirement plans: 401(a) with a 6% employer contribution and 403(b) with a 2% match.
• Wellness incentives such as fitness subsidies, cell phone allowances, and pet insurance.
• Additional benefits including Aflac, legal services, and an Employee Assistance Program offering 24/7 counseling.

How to Apply

Ready to join a team that fuels scientific discovery and makes a tangible impact on global health? Submit your application through the Brighthush careers portal or click the link below to apply directly:

Apply to Brighthush Today

Equal Opportunity Employer

Brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, veteran status, age, or any other protected characteristic.

Join Brighthush – Shape the Future of Science

As a Customer Experience Specialist I, you will be the bridge between Brighthush’s world‑class products and the scientists who rely on them. Your dedication to exceptional service will help accelerate research breakthroughs that save lives. If you are passionate about science, customer service, and making a difference, we invite you to apply and become part of Brighthush’s legacy of innovation and impact.