Dynamic Customer Experience Agent – Multi‑Channel E‑Commerce Support Specialist (Remote, Philippines)

About brighthush

brighthush is a forward‑thinking customer experience partner that empowers leading e‑commerce brands to deliver seamless, personalized support across every touchpoint. With a global footprint and a passion for innovation, we help retailers, marketplaces, and direct‑to‑consumer brands turn every interaction into a brand‑building moment. Our mission is simple: to elevate customer satisfaction through data‑driven, human‑centric service solutions.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, collaborative team that thrives on creativity, continuous learning, and measurable impact. We believe that great customer service is the cornerstone of brand loyalty, and we invest heavily in technology, training, and employee well‑being to ensure our agents can deliver world‑class support. Whether you’re a seasoned professional or just starting your career in customer experience, brighthush offers a platform for growth, recognition, and meaningful contribution.

Key Responsibilities

• Respond to customer inquiries across chat, email, and phone with a consistent, brand‑aligned tone.
• Resolve complaints and escalations efficiently, ensuring a positive outcome for both the customer and the business.
• Manage order lifecycle events—placements, cancellations, returns, and refunds—using our integrated order management system.
• Collaborate with cross‑functional teams (Product, Marketing, Fulfillment) to share insights and improve the customer journey.
• Maintain accurate, up‑to‑date records in the Gorgias CRM and other platform tools.
• Adapt to shifting schedules and multiple platform demands, ensuring coverage during peak periods.
• Participate in continuous improvement initiatives, providing feedback on process gaps and technology enhancements.

Essential Qualifications

• Proven experience in customer support, preferably within the e‑commerce sector.
• Hands‑on proficiency with Gorgias CRM and familiarity with Amazon, Walmart, Macy’s, TikTok, Shopify, and ShipHero ecosystems.
• Strong written and verbal communication skills in English.
• Ability to multitask across chat, email, and phone channels while maintaining high quality and accuracy.
• Comfortable working in a remote environment with a reliable internet connection and a quiet workspace.
• Basic understanding of order management, returns, and refund processes.

Preferred Qualifications

• Experience with additional e‑commerce platforms such as eBay, Etsy, or WooCommerce.
• Knowledge of data analytics tools (e.g., Google Analytics, Tableau) to track customer sentiment and service metrics.
• Previous exposure to a high‑volume, fast‑paced support center.
• Fluency in additional languages (e.g., Tagalog, Spanish) to serve a broader customer base.
• Certification or coursework in customer experience, service design, or related fields.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to solve problems.
• Technical Proficiency: Quick learning curve for new tools and platforms; comfortable troubleshooting basic technical issues.
• Time Management: Prioritization, organization, and the ability to meet SLA targets.
• Collaboration: Strong teamwork skills, open to feedback, and proactive in cross‑departmental communication.
• Adaptability: Thrives in a dynamic environment with evolving processes and shifting priorities.
• Data‑Driven Decision Making: Comfortable interpreting metrics and using data to inform improvements.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Experience Agent, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular skill‑building workshops covering advanced CRM usage, conflict resolution, and product knowledge.
• Clear career pathways—starting from Agent to Senior Agent, Team Lead, and beyond into Customer Success or Product Management.
• Annual performance reviews that align your goals with the company’s strategic objectives.
• Opportunities to contribute to cross‑functional projects, giving you exposure to marketing, product, and operations.

Work Environment & Company Culture

brighthush champions a culture of transparency, inclusivity, and continuous improvement. Key highlights include:

• Fully remote work model with flexible hours to accommodate different time zones.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• Open communication channels—Slack, Teams, and weekly all‑hands meetings.
• Recognition programs that celebrate both individual and team achievements.
• Commitment to mental health and work‑life balance, with access to counseling resources and generous time‑off policies.

Compensation, Perks, and Benefits

While the base salary for this role ranges from PHP 9,600 to 10,800 per year, we offer a comprehensive benefits package designed to support your well‑being and professional growth:

• Competitive base pay with performance‑based bonuses.
• Health and dental insurance coverage for you and your immediate family.
• Monthly stipend for home‑office equipment and high‑speed internet.
• Paid time off (PTO) and public holidays aligned with local regulations.
• Professional development budget for courses, certifications, and conferences.
• Employee referral program with attractive incentives.
• Access to a company‑wide learning platform featuring courses in customer experience, data analytics, and leadership.

How to Apply

Ready to make a tangible impact on customer satisfaction and grow your career in a vibrant, remote environment? Click the link below to submit your application and join the brighthush team.

Apply to this job

Conclusion

At brighthush, we’re redefining what it means to deliver exceptional customer experience in the digital age. If you’re passionate about helping customers, thrive in a fast‑paced, multi‑channel environment, and are eager to grow within a supportive, innovative company, we want to hear from you. Join us and turn every customer interaction into a memorable brand experience.