Dynamic Customer Experience Agent – Multichannel Support & Issue Resolution Specialist

About brighthush

brighthush is a trailblazing technology company that redefines how businesses connect with their customers. With a portfolio of cutting‑edge products that empower brands to deliver seamless, personalized experiences, brighthush has become a trusted partner for organizations ranging from fast‑growing startups to Fortune 500 leaders. Our mission is simple: to make every customer interaction effortless, engaging, and memorable. We do this by combining data‑driven insights, intuitive design, and a culture that places people—both customers and employees—at the heart of everything we do.

As we expand our global footprint, we’re looking for passionate, customer‑centric professionals to join our Customer Experience (CX) team. If you thrive in a fast‑paced environment, love solving problems, and want to be part of a company that values innovation, diversity, and continuous learning, brighthush is the place for you.

Why Join brighthush?

• Impactful Work: Your voice will shape the way millions of customers interact with our products every day.
• Growth & Development: We invest in your career with structured learning paths, mentorship programs, and access to industry conferences.
• Inclusive Culture: Diversity is not just a buzzword at brighthush; it’s a core value that drives creativity and better decision‑making.
• Competitive Compensation: A base salary that reflects your experience, an annual performance bonus, and a comprehensive benefits package.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and a fully remote work model that supports your personal and professional life.

Key Responsibilities

As a Customer Experience Agent, you will be the first line of support for our customers across multiple communication channels. Your day‑to‑day tasks will include:

• Responding to customer inquiries via phone, email, chat, and other digital channels with speed and professionalism.
• Resolving routine issues efficiently by applying established procedures and exercising sound judgment.
• Escalating complex, sensitive, or unresolved cases to Tier 2/3 agents or the CX Supervisor, ensuring a seamless handoff with complete context.
• Following up on open cases to guarantee full resolution and customer satisfaction.
• Maintaining an up‑to‑date knowledge base of brighthush products, services, policies, and support workflows.
• Accurately documenting all customer interactions, issue details, and resolution outcomes in our CRM system.
• Collecting and recording customer feedback, identifying recurring themes, and sharing insights with the CX Supervisor to drive continuous improvement.
• Participating in team meetings, training sessions, and coaching conversations to refine skills and stay current on process changes.
• Collaborating with fellow agents and cross‑functional teams to maintain service continuity and shared queue coverage.
• Upholding a customer‑first culture by supporting colleagues, sharing knowledge, and contributing to a positive team environment.

Essential Qualifications

• Minimum of one year of experience in an inbound call center environment, preferably supporting multiple brands.
• Strong verbal and written communication skills in English.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Ability to work a fixed shift: Tuesday through Friday, 11:00 a.m. to 8:00 p.m. CT; Saturday, 8:00 a.m. to 5:00 p.m. CT.
• Valid U.S. or Canadian residency in one of the specified states or provinces (AR, AZ, CO, FL, GA, IL, IN, KY, MA, MD, MI, MN, NC, NV, OR, PA, RI, TX, VA, VT, WI, Ontario).
• High level of reliability and ownership—follow through on commitments to customers and colleagues.
• Strong problem‑solving skills and the ability to assess issues methodically.
• Commitment to continuous learning and professional development.

Preferred Qualifications

• Experience in a tech‑focused customer support role.
• Knowledge of customer experience metrics such as CSAT, FCR, and NPS.
• Familiarity with data analytics tools (e.g., Tableau, Power BI).
• Multilingual capabilities.
• Previous experience in a remote or distributed team environment.

Core Competencies & Skills

• Customer Focus: Empathy, patience, and a genuine desire to help customers succeed.
• Process Adherence: Consistent application of workflows, service standards, and documentation requirements.
• Clear Communication: Ability to convey information and solutions concisely, adapting tone to the customer’s needs.
• Problem Solving: Analytical mindset, resourcefulness, and the judgment to know when escalation is necessary.
• Reliability & Ownership: Accountability for end‑to‑end resolution and consistent attendance.
• Continuous Learning: Proactive engagement with training, coaching, and feedback.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member’s growth fuels our collective success. As a Customer Experience Agent, you will have access to:

• Structured career ladder: From Agent to Senior Agent, Team Lead, and CX Manager.
• Mentorship programs pairing you with experienced leaders.
• Paid training courses on product knowledge, customer psychology, and advanced support techniques.
• Opportunities to cross‑train in other departments such as Product, Engineering, and Marketing.
• Annual attendance at industry conferences (e.g., CX Open, Zendesk Connect).

Work Environment & Culture

brighthush is a fully distributed company, meaning you can work from anywhere—whether that’s your home office, a co‑working space, or a coffee shop. We provide:

• High‑speed internet stipend and a monthly WFH allowance.
• Access to a virtual collaboration hub (Slack, Teams, Zoom).
• Regular virtual team‑building events and quarterly in‑person retreats.
• A culture that celebrates transparency, innovation, and mutual respect.

Compensation & Benefits

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

• Base salary commensurate with market rates.
• Annual performance bonus tied to individual and team metrics.
• Employer‑matched 401(k) plan with generous vesting schedule.
• Comprehensive medical, dental, and vision coverage with employer contributions (including HSA).
• Maternity and paternity leave, along with extended family support.
• Three weeks of paid vacation, 12 paid holidays, a paid community service day, and a flexible work schedule.
• Annual wellness allowance and a paid mental health day.
• Employee Assistance Program (EAP) for confidential counseling.
• Regular professional development stipend and conference reimbursement.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical or mental disability, medical condition, gender identity, sexual orientation, veteran status, or any other legally protected characteristic. brighthush is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request an accommodation, please email [email protected].

How to Apply

Ready to make a difference? Click the link below to submit your application and join the brighthush family. We look forward to learning how your skills and passion can help us elevate the customer experience to new heights.