Customer Relations Manager – Residential Home Warranty & Client Experience Lead for Remote Teams in Michigan & Indiana

About brighthush

brighthush is a trailblazer in the residential construction and homeownership experience sector, redefining how families discover, purchase, and enjoy their new homes. With a mission to deliver More Home, Less Money®, we combine cutting‑edge technology, sustainable building practices, and a customer‑first philosophy to create vibrant, affordable neighborhoods across the Midwest. Our portfolio spans award‑winning homes, smart‑home integrations, and community‑centric designs that reduce environmental impact while maximizing value for homeowners.

As one of the nation’s fastest‑growing homebuilders, brighthush is committed to nurturing talent that shares our vision of innovation, integrity, and impact. We empower our teams with continuous learning, mentorship, and the autonomy to shape the future of homeownership. If you’re a self‑starter, a changemaker, and a thoughtful collaborator ready to elevate your career, we invite you to join our dynamic, inclusive culture.

Why Join brighthush?

• Remote Flexibility: Work from anywhere while serving vibrant communities in Grand Rapids, Valparaiso, Holland, and Muskegon.
• Impactful Role: Directly influence the homeowner journey from escrow to warranty completion, ensuring every family feels supported and informed.
• Career Growth: Pathways to senior leadership in customer experience, operations, or project management.
• Learning & Development: Access to industry certifications, leadership training, and cross‑functional projects.
• Competitive Compensation: Base salary, performance bonuses, and a comprehensive benefits package.
• Culture of Excellence: Collaborative teams, transparent communication, and a commitment to work‑life balance.

Key Responsibilities

As the Customer Relations Manager at brighthush, you will be the linchpin between homeowners, trades, and internal teams, ensuring a seamless, high‑quality experience throughout the warranty period. Your day‑to‑day duties will include:

• Oversee all homeowner interactions, from the New Buyer Orientation (NBO) to the Pre‑Drywall Orientation (PDO) and beyond.
• Maintain strict adherence to brighthush policies, procedures, and construction standards.
• Act as the primary point of contact for resolving warranty claims, coordinating with trade partners, and escalating issues as needed.
• Own the homeowner lifecycle within your assigned projects, ensuring satisfaction from escrow close to the end of the statutory warranty period.
• Conduct root‑cause analyses on recurring issues, propose actionable recommendations, and collaborate with senior management to implement improvements.
• Manage trade partners’ service requests, monitor repair progress, and verify completion against quality benchmarks.
• Authorize payments for approved work within defined limits, ensuring accurate back‑charge and purchase order management.
• Deliver timely, clear communication to homeowners about product warranties, service protocols, and emergency procedures.
• Provide regular updates to leadership on escalated issues, trend analyses, and customer satisfaction metrics.
• Represent brighthush with a professional image in all interactions, fostering trust and confidence among homeowners and partners.
• Collaborate with the Customer Relations Coordinator to streamline workflows and enhance service delivery.
• Perform additional duties as assigned, contributing to continuous improvement initiatives.

Essential Qualifications

• Minimum of 2+ years in residential customer service, home warranty, or construction support roles.
• High school diploma or GED required; bachelor’s degree preferred but not mandatory.
• Demonstrated ability to manage multiple projects simultaneously in a fast‑paced environment.
• Strong problem‑solving skills with a proactive, solution‑oriented mindset.
• Excellent verbal and written communication skills, with a professional, friendly demeanor.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and familiarity with customer relationship management (CRM) systems.
• Experience working with trade partners and understanding construction warranty processes.
• High emotional intelligence, calm under pressure, and a genuine passion for customer advocacy.

Preferred Qualifications

• Background in the construction or homebuilding industry, with knowledge of building codes, materials, and warranty structures.
• Experience with remote team collaboration tools (e.g., Slack, Teams, Zoom).
• Knowledge of brighthush’s proprietary warranty and service frameworks.
• Prior experience in a leadership or supervisory capacity.
• Certification in project management (PMP, CAPM) or customer experience (CX) is a plus.

Core Competencies & Skills

• Customer‑Centric Mindset: Ability to anticipate homeowner needs and deliver proactive solutions.
• Analytical Thinking: Strong data interpretation skills to identify trends and drive process improvements.
• Stakeholder Management: Build and maintain relationships with homeowners, trades, and internal teams.
• Adaptability: Thrive in a dynamic environment with evolving priorities and technologies.
• Leadership & Mentorship: Inspire and guide junior team members, fostering a culture of continuous learning.
• Technical Proficiency: Comfortable navigating CRM platforms, project management tools, and Microsoft Office.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Relations Manager, you will have access to:

• Structured mentorship programs pairing you with senior leaders in customer experience and operations.
• Cross‑functional projects that expose you to product development, marketing, and construction teams.
• Professional development courses covering advanced customer service strategies, data analytics, and leadership skills.
• Opportunities to lead initiatives that shape brighthush’s customer experience roadmap.
• Clear pathways to senior roles such as Director of Customer Experience, Head of Warranty Services, or VP of Operations.

Work Environment & Culture

brighthush champions a culture of transparency, collaboration, and innovation. Our remote teams enjoy:

• Flexible work hours that respect personal commitments while ensuring coverage for customer needs.
• Regular virtual town halls, team‑building events, and cross‑departmental knowledge sharing.
• A supportive environment that values mental health, wellness, and work‑life balance.
• Inclusive hiring practices that celebrate diverse perspectives and backgrounds.
• Recognition programs that reward outstanding performance and creative problem‑solving.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive package that includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses tied to customer satisfaction metrics and project milestones.
• Health, dental, and vision insurance plans with generous coverage.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Remote work stipend to support home office setup.

How to Apply

If you’re ready to make a tangible difference in the lives of homeowners and help shape the future of residential living, we encourage you to apply today. Submit your resume and a cover letter detailing why you’re the ideal fit for the Customer Relations Manager role at brighthush.

Join us in building homes that bring joy, sustainability, and lasting value to families across Michigan and Indiana. Your expertise, passion, and drive will help us continue to deliver on our promise of More Home, Less Money®.

We look forward to welcoming you to the brighthush family!