Customer Experience Specialist – Retail CX Agent – Frontline Support & Engagement at brighthush

About brighthush

brighthush is a forward‑thinking retail powerhouse that is redefining how consumers discover, purchase, and enjoy high‑quality products. With a blend of cutting‑edge e‑commerce platforms and a growing network of physical stores, brighthush delivers an omnichannel experience that is seamless, personalized, and delightfully engaging. Our mission is simple: to bring joy and convenience to everyday shopping while empowering our team members to grow, innovate, and thrive in a culture that celebrates creativity, collaboration, and continuous learning.

Why Join brighthush?

At brighthush, we believe that great customer experience starts with great people. As a Retail CX Agent, you will be the first line of contact for our customers, shaping their journey from the moment they reach out to the moment they walk out of our stores or receive their online order. You’ll have the opportunity to:

• Work in a dynamic, fast‑paced environment that rewards initiative and creativity.
• Collaborate with cross‑functional teams—marketing, product, logistics—to solve real‑world problems.
• Leverage advanced browser‑based tools and data analytics to deliver insights that drive customer satisfaction.
• Grow your career through structured learning programs, mentorship, and clear advancement pathways.

Key Responsibilities

As a Retail CX Agent, you will be responsible for delivering exceptional service across multiple channels. Your day‑to‑day tasks will include:

• Customer Support Excellence: Respond to inbound inquiries via phone, chat, email, and social media with empathy, accuracy, and a solutions‑oriented mindset.
• Issue Resolution: Diagnose and resolve product, order, and return issues efficiently, escalating complex cases to the appropriate teams while maintaining a high first‑contact resolution rate.
• Team Collaboration: Liaise with sales, fulfillment, and technical support to ensure a cohesive customer experience and share feedback that informs product and process improvements.
• Data Management: Log all interactions in our CRM, update customer records, and generate reports that track key performance indicators such as response time, satisfaction scores, and ticket volume.
• Process Improvement: Identify bottlenecks in the customer journey and propose actionable solutions that enhance efficiency and customer delight.
• Product Knowledge: Stay current on product features, promotions, and policies to provide accurate information and upsell opportunities.
• Compliance & Quality Assurance: Adhere to company policies, data privacy regulations, and quality standards to protect customer information and maintain brand integrity.

Essential Qualifications

• 1–2 years of customer service, retail, or hospitality experience, preferably in a high‑volume, omnichannel environment.
• Strong verbal and written communication skills in English, with the ability to convey complex information clearly and concisely.
• Proficiency with browser‑based tools, including CRM systems (e.g., Salesforce, Zendesk), and basic office productivity suites (Google Workspace, Microsoft Office).
• Demonstrated multitasking ability: managing multiple support tickets simultaneously while maintaining high quality and accuracy.
• Full‑time availability, including weekends and holidays, to support our nationwide customer base.
• High level of professionalism, integrity, and a genuine passion for delivering outstanding customer experiences.

Preferred Qualifications

• Experience with Adobe Creative Cloud (Photoshop, Illustrator) or design tools such as Canva and Figma, enabling you to assist with visual content creation for marketing or support materials.
• Knowledge of e‑commerce platforms (Shopify, Magento) and order fulfillment processes.
• Previous exposure to data analytics tools (e.g., Tableau, Power BI) to analyze customer trends and support data‑driven decision making.
• Multilingual capabilities or experience working with diverse customer demographics.
• Background in retail operations, inventory management, or supply chain logistics.

Skills & Competencies

Success at brighthush requires a blend of technical proficiency, soft skills, and a growth mindset. The ideal candidate will:

• Exhibit strong problem‑solving skills, turning challenges into opportunities for improvement.
• Show resilience and adaptability in a fast‑changing environment.
• Communicate effectively across all levels of the organization, from frontline staff to senior leadership.
• Demonstrate a customer‑first attitude, always seeking to exceed expectations.
• Be comfortable with technology and eager to learn new tools and platforms.
• Maintain a positive, collaborative attitude, contributing to a supportive team culture.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Retail CX Agent, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, customer service best practices, and technical skills.
• Mentorship from seasoned leaders who provide guidance, feedback, and career coaching.
• Clear advancement pathways: from CX Agent to Senior Agent, Team Lead, or specialized roles in product support, operations, or data analytics.
• Cross‑functional projects that allow you to broaden your skill set and build a diverse portfolio.
• Annual learning stipend for courses, certifications, or conferences that align with your career goals.

Work Environment & Company Culture

brighthush fosters a culture that values innovation, inclusivity, and work‑life balance. Our remote‑first model means you can work from anywhere in the United States, supported by:

• Flexible scheduling options to accommodate personal commitments.
• Regular virtual team gatherings, town halls, and informal coffee chats to build community.
• A collaborative workspace powered by cloud tools, ensuring seamless communication across time zones.
• Recognition programs that celebrate individual and team achievements.
• Commitment to diversity, equity, and inclusion, with initiatives that promote belonging and representation.

Compensation & Benefits

We offer a competitive salary range of USD 37,440 – 39,520 per year, commensurate with experience and performance. In addition to base pay, you will enjoy:

• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Retirement savings plan with company match to help secure your financial future.
• Comprehensive health, dental, and vision insurance plans.
• Parental leave policy that supports new parents with paid time off and flexible return‑to‑work options.
• Employee assistance program (EAP) for mental health and well‑being support.
• Employee referral bonuses and performance‑based incentives.
• Access to wellness resources, including virtual fitness classes and mindfulness sessions.

How to Apply

If you are passionate about creating memorable customer experiences and thrive in a collaborative, fast‑paced environment, we would love to hear from you. Submit your application through our careers portal and join a team that is shaping the future of retail.

Ready to Make an Impact?

At brighthush, your voice matters. Every interaction you have with a customer helps us refine our products, improve our processes, and build lasting relationships. Bring your curiosity, your empathy, and your drive for excellence—let’s create extraordinary experiences together.