Dynamic Customer Experience & Business Operations Specialist – Driving Support Excellence & Process Optimization at brighthush

About brighthush

brighthush is a trailblazing nonprofit organization dedicated to bridging the digital divide through innovative wireless broadband solutions and transformative grantmaking. With a mission to empower communities, schools, libraries, and nonprofits, brighthush delivers reliable connectivity that fuels education, economic development, and social inclusion. Our team is passionate, collaborative, and driven by a shared commitment to create lasting impact. As we expand our reach, we’re looking for a Customer Experience & Business Operations Specialist who can blend frontline support with strategic process improvement to elevate the experience of every stakeholder.

Why This Role Matters

In a world where digital access is a cornerstone of opportunity, the role of a Customer Experience & Business Operations Specialist is pivotal. You’ll be the bridge between our users and the technology that powers their lives. By ensuring seamless onboarding, rapid issue resolution, and data-driven insights, you’ll help brighthush maintain its reputation as a trusted partner for nonprofits, schools, and libraries across the United States.

Key Responsibilities

• Customer Support Excellence: Respond to support tickets, emails, and live chat inquiries with empathy, clarity, and a solutions‑first mindset.
• Account Onboarding & Training: Guide new partners through setup, configuration, and best‑practice adoption, ensuring a smooth transition to full service.
• Documentation & Knowledge Management: Capture detailed records of customer interactions, troubleshooting steps, and resolution outcomes in our CRM and internal knowledge base.
• Process Optimization: Identify bottlenecks in support workflows, propose enhancements, and collaborate with cross‑functional teams to implement scalable solutions.
• Data Tracking & Reporting: Generate regular reports on ticket volume, resolution times, customer satisfaction scores, and operational metrics to inform strategic decisions.
• Stakeholder Collaboration: Work closely with Sales, Product, and Engineering to relay user feedback, prioritize feature requests, and ensure alignment with organizational goals.
• Continuous Learning: Stay current on industry trends, emerging technologies, and best practices in customer experience and operations.

Essential Qualifications

• Minimum of 2 years of customer support experience in technology, telecom, education, libraries, nonprofits, or government sectors.
• Proven ability to troubleshoot complex technology products and guide users through resolution steps.
• Hands‑on experience with CRM and ticketing systems such as Salesforce, HubSpot, Zendesk, or similar platforms.
• Strong analytical skills with a track record of using data to drive process improvements.
• Excellent written and verbal communication skills in English, with the ability to translate technical jargon into user‑friendly language.
• Self‑motivated, detail‑oriented, and capable of managing multiple priorities in a fast‑paced environment.
• Legal authorization to work in the United States without sponsorship.

Preferred Qualifications

• Experience working in a nonprofit or social impact organization.
• Familiarity with wireless broadband technologies, network troubleshooting, or related hardware.
• Knowledge of grantmaking processes and the unique challenges faced by nonprofits and libraries.
• Proficiency in additional CRM platforms (e.g., Microsoft Dynamics, Zoho) and data visualization tools (e.g., Tableau, Power BI).
• Demonstrated success in leading or participating in cross‑departmental process improvement initiatives.
• Strong project management skills, with experience using Agile or Lean methodologies.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Aptitude: Comfortable navigating multiple software systems, troubleshooting hardware/software issues, and learning new tools quickly.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose actionable solutions.
• Communication: Clear, concise, and empathetic communication across all channels—written, verbal, and visual.
• Collaboration: Proven ability to work effectively with cross‑functional teams, building consensus and driving results.
• Adaptability: Thrive in a dynamic environment where priorities shift and new challenges arise.
• Time Management: Prioritize tasks, meet deadlines, and maintain high quality under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Customer Experience & Business Operations Specialist, you’ll have the chance to:

• Advance into senior support or operations roles, such as Support Lead, Operations Manager, or Customer Success Manager.
• Take on project leadership responsibilities, driving cross‑departmental initiatives that shape the future of our services.
• Participate in continuous learning programs, including certifications in Salesforce Administration, Project Management, and Data Analytics.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends in technology and nonprofit service delivery.
• Contribute to brighthush’s strategic roadmap by providing frontline insights that inform product development and service enhancements.

Work Environment & Company Culture

brighthush is built on a foundation of collaboration, transparency, and purpose. Our remote-first culture empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open communication channels via Slack, Teams, and email.
• Flexible work hours that respect work‑life balance.
• A culture of recognition, where achievements are celebrated and contributions are valued.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and respected.

Compensation & Benefits

We offer a competitive salary range of USD 45,760 – 54,080 per year, commensurate with experience and qualifications. In addition to base pay, you’ll enjoy:

• Generous paid time off (PTO) and holiday schedule.
• Health, dental, and vision insurance options.
• 401(k) retirement plan with employer match.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness program, including mental health resources and virtual fitness classes.
• Opportunity to work on projects that directly impact underserved communities and drive social change.

How to Apply

If you’re ready to combine your passion for customer service with a meaningful mission, we’d love to hear from you. Submit your application through our career portal or click the link below to apply directly.

Apply to this role at brighthush

Join brighthush and Make a Difference

Every day, brighthush partners with nonprofits, schools, and libraries to bring reliable broadband to communities that need it most. As a Customer Experience & Business Operations Specialist, you’ll be at the forefront of this mission, ensuring that our partners receive the support and guidance they need to thrive. If you’re a proactive, tech‑savvy professional who thrives in a collaborative, purpose‑driven environment, we invite you to apply and help us shape the future of digital inclusion.