Dynamic Customer Experience Representative – Global Support & Training Specialist for Agile & AI Solutions 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, SAFe®, and a growing portfolio of AI education programs, brighthush serves a network of over 400 partners and has trained more than 2 million professionals worldwide. Our mission is simple: help organizations unlock their full potential by mastering Agile at Scale, AI Native, and continuous learning and certification.

At brighthush, we believe that the future of work is collaborative, data‑driven, and people‑centric. We’re not just a training provider; we’re a partner that walks with our customers every step of the journey—from initial discovery to certification and beyond. Our culture is built on curiosity, innovation, and a relentless focus on delivering exceptional customer experiences.

Why Join Our Customer Experience Team?

As a new member of our vibrant Customer Experience team, you’ll be at the heart of our global community. You’ll help customers and partners achieve their goals of successfully implementing Agile at Scale, SAFe Collaborate, AI Native, and Learning & Certification programs. This role is not a traditional call center; it’s a dynamic, collaborative environment where you’ll work closely with cross‑functional teams, influence product improvements, and shape the future of customer support at brighthush.

Key Responsibilities

• Front‑Line Support: Deliver timely, courteous assistance to customers and partners via online chat, email, phone, and live events. Resolve inquiries using our tiered support case management system.
• Community Platform Training: Guide members through the brighthush Community Platform, ensuring they can navigate, access resources, and maximize learning outcomes.
• Certification Management: Schedule exams, manage surveys, process certification results, and follow up with students to ensure a seamless certification experience.
• Courseware Coordination: Coordinate and distribute licensed courseware purchases, ensuring customers receive the correct materials on time.
• Process Enhancement: Document, refine, and implement customer operations processes to increase efficiency and consistency across the organization.
• Event & Training Support: Assist in the planning and execution of training classes and events, collaborating with the Partner Development and Enterprise Solutions teams.
• Communications Management: Manage communications and distribution when new courseware is released, keeping customers informed and engaged.
• LMS Maintenance: Maintain the Learning Management System (LMS) with exam updates, courseware uploads, and video learning content.
• Continuous Improvement: Analyze customer feedback, identify trends, and propose actionable improvements to enhance the overall customer experience.
• Project Collaboration: Participate in ad‑hoc projects and initiatives that support business objectives and drive customer success.

Essential Qualifications

• Minimum 2 years of experience in customer support, preferably within learning, certification, or membership‑based organizations.
• Proficiency with office productivity tools: Gmail, Google Workspace, Confluence, Salesforce, and customer success platforms.
• Advanced Excel and Google Sheets skills (VLOOKUPs, formulas, pivot tables, data analysis).
• Strong judgment and proactive problem‑solving abilities; comfortable taking ownership of member issues.
• Excellent written and verbal communication skills; able to convey complex information clearly and concisely.
• High‑volume environment experience with a track record of meeting or exceeding Key Performance Indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).
• Organizational excellence: meticulous attention to detail, deadline‑driven, and punctual.
• Self‑starter who works independently yet knows when to seek guidance or collaboration.

Preferred Qualifications

• Experience with Salesforce or similar CRM platforms.
• Background in Agile or SAFe® training and certification programs.
• Knowledge of AI education initiatives and how they integrate with Agile practices.
• Previous involvement in process improvement or customer experience projects.

Skills & Competencies for Success

• Customer‑Centric Mindset: Passion for helping others succeed and a genuine interest in learning and development.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Adaptability: Thrive in a fast‑moving environment, quickly learning new tools, processes, and product updates.
• Collaboration: Work effectively with cross‑functional teams, including Partner Development, Enterprise Solutions, and Product.
• Time Management: Prioritize tasks, manage competing deadlines, and deliver high‑quality work consistently.
• Communication: Articulate ideas clearly in written and verbal formats, tailoring messaging to diverse audiences.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Customer Experience Representative, you’ll have access to:

• Brighthush’s extensive learning library, including SAFe® certifications, AI training modules, and Agile best‑practice courses.
• Mentorship programs that pair you with senior leaders in Customer Success, Product, and Training.
• Opportunities to lead cross‑functional projects, such as process redesign or new product launches.
• Clear career pathways to roles such as Senior Customer Success Manager, Customer Experience Lead, or Product Specialist.
• Regular performance reviews that focus on growth, skill development, and alignment with company goals.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our remote team spans across the United States, and we operate on a flexible schedule that supports work‑life balance. We celebrate diversity, equity, and inclusion, and we foster a culture where every voice is heard and valued.

Our core values include:

• Customer Obsession: We put our customers at the center of everything we do.
• Continuous Learning: We encourage curiosity and provide resources for ongoing growth.
• Innovation: We embrace new ideas and technologies to improve our products and services.
• Collaboration: We work together across teams to achieve shared success.
• Integrity: We act with honesty, transparency, and accountability.

Compensation & Benefits

We offer a competitive hourly rate of $20.00–$26.00, which translates 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 plans.
• Optional supplemental insurance options.
• 401(k) plan with company match.
• Flexible paid time off (PTO) and a company‑paid sabbatical after seven years of service.
• Performance‑based bonus plan.
• Equity options to share in brighthush’s growth.

Location & Working Hours

This is a U.S.‑based remote role. Your primary work hours will be aligned with the following time zones:

• 10 AM–7 PM EST
• 9 AM–6 PM CST
• 8 AM–5 PM MST

We value flexibility and encourage you to coordinate with your team to ensure coverage across our global customer base.

Equal Opportunity & Inclusive Hiring

brighthush is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected characteristic. Our hiring process is designed to be fair, transparent, and human‑centered. While we use AI tools to streamline recruitment, final decisions are made by people, not algorithms.

How to Apply

If you’re ready to make a tangible impact on the learning journeys of thousands of professionals worldwide, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.

Apply to this role at brighthush

Join brighthush – Work Differently, Build the Future

At brighthush, you’ll be part of a forward‑thinking organization that values innovation, collaboration, and customer success. Your contributions will directly influence how enterprises adopt Agile at Scale and harness AI to drive business transformation. If you’re passionate about learning, eager to solve complex problems, and ready to grow with a global leader in training and enablement, we encourage you to apply today. Together, we’ll shape the future of work.