Customer Success Advocate – Remote Contact Lens Support Specialist – Elevate Vision Care Experience at brighthush

Welcome to brighthush – Where Vision Meets Innovation

At brighthush, we’re not just a company; we’re a movement dedicated to transforming the way people experience eye health. With nearly thirty years of industry leadership, we’ve built a reputation for cutting‑edge products, customer obsession, and a culture that thrives on collaboration and creativity. Our portfolio spans award‑winning contact lenses, stylish eyewear, and a suite of eye‑care solutions that empower consumers to take charge of their vision. As a privately held, growth‑oriented organization backed by a global investment partner, we’re committed to excellence, inclusivity, and creating a workplace where every team member can flourish.

Why This Role Is a Game‑Changer

Customer Success Advocates are the heartbeat of brighthush. They turn routine inquiries into memorable moments of care, guiding customers through product selection, troubleshooting, and ongoing support. In this role, you’ll be the voice that ensures every customer feels confident, valued, and empowered to achieve clear vision. Your impact will ripple across our brand, driving loyalty, advocacy, and ultimately, the success of our mission.

Role Overview

As a Remote Customer Success Advocate, you will:

• Handle inbound sales and service calls with empathy and expertise.
• Provide thoughtful, personalized advice that maximizes the value of each customer’s purchase.
• Maintain high performance metrics—revenue per call, quality scores, and availability—while consistently exceeding expectations.
• Resolve issues swiftly, making real‑time decisions that delight customers.
• Collaborate virtually with managers and teammates through one‑on‑ones, team meetings, and chat channels.
• Live brighthush’s core values: Big Hearted, Unconventional, Tenacious, and Better Together.

Key Responsibilities

• Customer Interaction: Answer inbound calls, emails, and live chat messages, focusing on customer satisfaction rather than cold outreach.
• Product Consultation: Guide customers through product selection, usage instructions, and troubleshooting, ensuring they get the most out of their contact lenses.
• Issue Resolution: Identify root causes of customer complaints, propose solutions, and follow up to guarantee resolution.
• Data Management: Accurately record interactions in the CRM, update customer profiles, and flag trends for continuous improvement.
• Performance Tracking: Monitor and report on key metrics such as call volume, average handle time, and customer satisfaction scores.
• Team Collaboration: Participate in daily stand‑ups, weekly reviews, and cross‑functional projects to share insights and best practices.
• Continuous Learning: Engage in ongoing training modules, product updates, and industry research to stay ahead of market trends.

Essential Qualifications

• Minimum 2–3 years of customer service experience, preferably in a contact center or inbound sales environment.
• Strong communication skills—verbal and written—with a friendly, approachable tone.
• Proficiency in using CRM systems, Microsoft Office, and basic troubleshooting tools.
• Reliable high‑speed internet connection (≥20 Mbps download, ≥10 Mbps upload) and a quiet, dedicated workspace.
• Typing speed of at least 40 WPM and the ability to multitask efficiently.
• Resides in one of the approved states: Utah, Texas, Florida, or North Carolina.
• Goal‑oriented mindset with a passion for exceeding performance targets.

Preferred Qualifications

• Experience in sales or customer success within the health or retail sectors.
• Knowledge of contact lens products, eye care best practices, or related medical terminology.
• Previous remote work experience with a proven track record of self‑management.
• Fluency in additional languages (Spanish, French, etc.) to serve a diverse customer base.
• Certification in customer service or related fields.

Skills & Competencies

• Empathy & Active Listening: Understand customer needs and respond with genuine care.
• Problem‑Solving: Quickly diagnose issues and implement effective solutions.
• Time Management: Balance multiple calls and tasks while maintaining high quality.
• Adaptability: Thrive in a fast‑paced, evolving environment with changing priorities.
• Collaboration: Work seamlessly with cross‑functional teams and share insights.
• Tech Savvy: Comfortable navigating digital tools, troubleshooting software, and learning new systems.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured onboarding with a 4‑week intensive training program (Mon‑Fri, 10 AM‑5 PM MST).
• Bi‑annual performance reviews that provide actionable feedback and growth pathways.
• Access to tuition reimbursement for courses that enhance your skill set.
• Clear promotion tracks from Customer Success Advocate to Senior Advocate, Team Lead, or Manager roles.
• Mentorship programs pairing you with experienced leaders across the organization.
• Opportunities to contribute to product development, customer experience initiatives, and cross‑departmental projects.

Work Environment & Company Culture

brighthush fosters a culture that values:

• Inclusivity: A safe, respectful environment where diverse voices are heard.
• Innovation: Encouragement to challenge the status quo and propose creative solutions.
• Work‑Life Balance: Flexible scheduling, remote work options, and a focus on well‑being.
• Recognition: Monthly performance bonuses, peer shout‑outs, and public acknowledgment of achievements.
• Community: Volunteer opportunities, wellness programs, and team‑building events.

Compensation & Benefits

We offer a competitive hourly rate of $15 per hour with the potential to earn up to an additional $6 per hour in bonuses based on performance. In addition:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Deep discounts on contact lenses, glasses, and frames.
• Tuition reimbursement for eligible courses.
• Monthly performance bonuses for qualifying team members.
• Comprehensive onboarding and ongoing training.

Shift Details & Availability

• Full‑time, part‑time, or split‑shift options available.
• Primarily afternoon/evening shifts, including one required weekend shift (Saturday or Sunday) each week.
• Training period: 4 weeks, Monday‑Friday, 10 AM‑5 PM MST.
• Remote work from approved states: Utah, Texas, Florida, North Carolina.

How to Apply

Ready to join a team that values your voice and rewards your dedication? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.

Apply Now

Equal Opportunity Employer Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, sex, gender identity, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic. We provide reasonable accommodations for individuals with disabilities throughout the application and interview process.

Closing

Join brighthush as a Customer Success Advocate and become part of a dynamic, customer‑centric organization that is redefining vision care. Your passion for service, combined with our culture of innovation and growth, will help us deliver exceptional experiences to millions of customers worldwide. If you’re ready to make a difference, we can’t wait to hear from you.