Dynamic Customer Experience Representative – Global Support & Agile Training Specialist at brighthush

About brighthush

brighthush is a leading global training and enablement 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, brighthush delivers cutting‑edge SAFe® programs, AI education, and a growing portfolio of learning solutions to a worldwide network of partners and professionals. Our mission is simple: help organizations scale their agility, unlock human potential, and build resilient futures.

Why Join brighthush?

At brighthush, we believe that great customer experience is the cornerstone of lasting success. We’re not a traditional call center; we’re a collaborative, high‑impact team that works directly with global customers and partners to ensure they achieve their goals in Agile at Scale, SAFe Collaborate, AI Native, and certification pathways. If you’re ready to grow your career, make a tangible difference, and thrive in a culture that values innovation, learning, and teamwork, brighthush is the place for you.

Key Responsibilities

As a Customer Experience Representative, you will be the frontline champion of our customers and partners. Your role will span multiple touchpoints, from online support to event coordination, and will directly influence the success of our global community.

• Front‑Line Support: Deliver prompt, courteous assistance via online channels, phone, and our tiered support case management system. Handle high‑volume inquiries while maintaining exceptional service quality.
• Community Platform Training: Conduct training sessions for members on brighthush’s Community Platform, ensuring they can navigate and leverage all features effectively.
• Certification Management: Schedule exams, process survey data, manage certification results, and follow up with students to ensure a seamless certification journey.
• Courseware Distribution: Coordinate the licensing and distribution of courseware purchases, and manage communications when new courseware is released.
• LMS Maintenance: Keep the Learning Management System up to date with exam updates, courseware, and video learning content.
• Event Support: Provide logistical and operational support for training classes and events, ensuring a smooth experience for participants.
• Partner Collaboration: Work closely with the Partner Development and Enterprise Solutions teams to refine the partner and enterprise customer experience.
• Process Improvement: Document processes, gather customer feedback, and implement actionable improvements to elevate operational efficiency.
• Project Work: Take on additional projects as directed by business needs, demonstrating flexibility and initiative.

Essential Qualifications

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

Preferred Qualifications

• Experience with Agile frameworks, particularly SAFe®, and a passion for helping organizations adopt Agile at scale.
• Background in educational technology or learning management systems.
• Knowledge of AI education programs and their application in enterprise settings.
• Previous experience in a global, remote customer support role.

Skills & Competencies

• Customer‑centric mindset with a genuine desire to help others succeed.
• Strong analytical skills to interpret data, identify trends, and recommend improvements.
• Excellent verbal and written communication, capable of tailoring messages to diverse audiences.
• Adaptability and resilience in a fast‑moving, evolving environment.
• Team collaboration and cross‑functional partnership skills.
• Tech‑savvy with a quick learning curve for new tools and platforms.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Continuous learning programs, including SAFe® certifications and AI education tracks.
• Mentorship from seasoned Agile practitioners and industry experts.
• Opportunities to lead cross‑functional projects and influence product roadmap decisions.
• Clear career pathways from Customer Experience Representative to Senior Support Lead, Customer Success Manager, or Product Specialist.
• Regular performance reviews and personalized development plans.

Work Environment & Culture

brighthush fosters a culture of collaboration, transparency, and innovation. Our remote-first approach means you’ll work from the comfort of your home office while staying connected to a vibrant global team. We celebrate diversity, encourage open dialogue, and reward creativity. You’ll experience:

• Flexible working hours aligned with US time zones (10 AM–7 PM Eastern, 9 AM–6 PM Central, 8 AM–5 PM Mountain).
• Inclusive team events, virtual coffee chats, and knowledge‑sharing sessions.
• A supportive environment where your ideas are heard and valued.
• Access to cutting‑edge tools and resources that empower you to deliver world‑class service.

Compensation & Benefits

We offer a competitive hourly rate of $21.00–$26.00 (equivalent to $43,000–$55,000 annually), reflecting your experience, skills, and certifications. In addition, brighthush provides a comprehensive benefits package that includes:

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

Equal Opportunity & Inclusion

brighthush is an Equal Opportunity Employer committed to a diverse and inclusive workplace. We welcome applicants of all backgrounds, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected characteristic.

How to Apply

Ready to make an impact and grow with brighthush? Submit your application today and join a team that’s redefining customer experience in the world of Agile and AI. We’re hiring on an ongoing basis, so apply now to secure your spot.