Dynamic Customer Experience Representative – Global Agile Training & AI Education Support Specialist

About brighthush

brighthush is a leading global platform that empowers enterprises to thrive in an era of rapid change and AI‑driven work. Leveraging the world’s most trusted system for enterprise agility, SAFe®, and a growing portfolio of AI education programs, we serve a network of over 400 partners and more than 2 million trained professionals worldwide. Our mission is simple: help organizations scale their agility, unlock the power of AI, and cultivate a culture of continuous learning.

Why Join brighthush?

At brighthush, we believe that the people behind the technology are the true catalysts for transformation. Our culture is built on collaboration, curiosity, and a relentless focus on delivering world‑class customer experiences. We are not a call center; we are a community of passionate professionals who support each other, innovate together, and celebrate every success. If you’re ready to scale your career while making a tangible impact on global enterprises, brighthush is the place for you.

Role Overview

As a Customer Experience Representative at brighthush, you will be the frontline champion for our global customers and partners. You’ll help them achieve their goals of successfully implementing Agile at Scale, mastering SAFe Collaborate, mastering AI Native, and earning certifications in SAFe. Your day‑to‑day work will involve a blend of support, training, and process improvement—all aimed at ensuring our customers receive the highest level of service and value.

Key Responsibilities

• Front‑line Support: Provide timely, courteous assistance to customers and partners via online channels, phone, and our tiered support case management system. Respond to inquiries, resolve issues, and follow up to ensure satisfaction.
• Community Platform Training: Conduct training sessions for members on the brighthush Community Platform, ensuring they can navigate, collaborate, and leverage resources effectively.
• Certification Management: Schedule exams, manage surveys, handle certification results, and follow up with students to ensure a smooth certification journey.
• Courseware Distribution: Coordinate and distribute licensed courseware purchases, manage communications, and ensure timely release of new courseware to partners and customers.
• LMS Maintenance: Keep the Learning Management System (LMS) up to date with exam updates, courseware, and video learning content.
• Event Support: Assist with the planning and execution of brighthush training classes and events, ensuring a seamless experience for attendees.
• Partner Collaboration: Work closely with the Partner Development and Enterprise Solutions teams to enhance the partner and enterprise customer experience.
• Process Improvement: Document processes, gather customer feedback, and implement actionable improvements to elevate operational efficiency and customer satisfaction.
• Project Execution: Take on additional brighthush projects as needed, demonstrating flexibility and a proactive mindset.

Essential Qualifications

• Minimum of 2 years of experience in customer support, preferably within learning or service organizations that operate on a membership or certification model.
• Proficiency with office productivity tools (Gmail, Google Apps, Confluence) and customer success platforms.
• Advanced Excel and Google Sheets skills (VLOOKUPs, formulas, pivot tables).
• Familiarity with Salesforce is a plus.
• Ability to thrive in a high‑volume environment while meeting Key Performance Indicators (KPIs) such as Customer Satisfaction, Net Promoter Score, and Customer Effort Score.
• Strong judgment, proactive problem‑solving, and the ability to work independently while knowing when to seek guidance.
• Exceptional organizational and time‑management skills, with meticulous attention to detail and the capacity to prioritize tasks and meet deadlines.
• Clear, concise, and engaging written communication style.

Preferred Qualifications

• Experience with Agile frameworks, especially SAFe®.
• Background in AI education or training.
• Knowledge of LMS administration and certification processes.
• Previous exposure to partner relationship management.

Core Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and propose data‑driven solutions.
• Communication: Strong verbal and written skills, with the ability to tailor messaging to diverse audiences.
• Collaboration: Comfortable working cross‑functionally with partners, internal teams, and external stakeholders.
• Adaptability: Thrives in a fast‑moving environment, embraces change, and continuously seeks improvement.

Career Growth & Learning Opportunities

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

• Structured onboarding and mentorship programs.
• Access to a wealth of internal learning resources, including SAFe® certifications and AI training modules.
• Opportunities to lead cross‑functional projects and initiatives.
• Clear career pathways into senior support, partner success, or product management roles.
• Regular feedback loops and performance reviews to help you set and achieve growth goals.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our team spans multiple time zones, and we operate on a culture of trust and accountability. You’ll enjoy:

• Flexible working hours aligned with US time zones (Eastern, Central, Mountain).
• A collaborative, inclusive environment where every voice is heard.
• Regular virtual team gatherings, hackathons, and learning sessions.
• A commitment to diversity, equity, and inclusion, ensuring a welcoming space for all.

Compensation & Benefits

We offer a competitive hourly rate of $20.00–$26.00, translating to an annual range of $43,000–$55,000, based on experience, skills, and certifications. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance.
• Optional supplemental insurance products.
• 401(k) plan with company match.
• Flexible paid time off (PTO) and paid sabbatical after seven years of service.
• Performance‑based bonus plan.
• Equity options to share in brighthush’s growth.

How to Apply

Ready to join a team that’s redefining customer experience in the world of Agile and AI? Submit your application through our career portal. We review applications on an ongoing basis, so don’t wait—apply today and help shape the future of enterprise agility.

Work Differently. Build the Future.

At brighthush, we’re not just a company; we’re a movement. If you’re passionate about empowering organizations to adapt, innovate, and succeed, we want to hear from you. Join us and become a catalyst for change.