Dynamic Customer Experience Specialist – eCommerce Support & Service Excellence at brighthush

About brighthush

brighthush is a trailblazing eCommerce powerhouse that redefines the way people discover, purchase, and enjoy home and lifestyle products. With a vibrant portfolio of innovative brands and a customer‑centric philosophy, we are rapidly expanding from our Australian roots to a global footprint. Our mission is simple: to create delightful, hassle‑free shopping experiences that enrich everyday life. At brighthush, we celebrate creativity, collaboration, and continuous improvement, and we invite passionate individuals to join us on this exciting journey.

Why This Role Matters

As a Customer Experience Specialist, you will be the frontline ambassador of brighthush’s brand promise. Your expertise will shape the first impression many customers have of our company, turning inquiries into opportunities and challenges into stories of success. In a fast‑paced, data‑driven eCommerce environment, your role will be pivotal in maintaining high satisfaction scores, driving repeat business, and feeding actionable insights back to product and operations teams.

Key Responsibilities

• Multi‑Channel Support: Deliver timely, accurate assistance via phone, email, and live chat, ensuring every customer interaction reflects brighthush’s commitment to excellence.
• Issue Resolution: Diagnose and resolve product, order, and shipping issues, employing a problem‑solving mindset to provide swift, effective solutions.
• Returns & Refunds Management: Process returns, exchanges, and refunds in accordance with company policies, while maintaining meticulous records and upholding customer trust.
• Product Advocacy: Leverage deep product knowledge to recommend complementary items, upsell where appropriate, and guide customers toward the best fit for their needs.
• Trend Analysis: Monitor recurring customer pain points, compile trend reports, and collaborate with cross‑functional teams to implement process improvements.
• Process Enhancement: Contribute to the continuous refinement of support workflows, knowledge bases, and automation tools, ensuring scalability and efficiency.
• Time Zone Alignment: Operate during Australian business hours (and occasionally US business hours) to align with our international customer base and support teams.
• Team Collaboration: Work closely with Sales, Marketing, Product, and Fulfillment departments to share insights and drive a unified customer experience strategy.

Essential Qualifications

• Minimum of 3 years in a customer service or call‑center environment, preferably within eCommerce or retail.
• Hands‑on experience managing returns, exchanges, refunds, and order issue resolution.
• Proficiency in handling support via phone, email, and live chat.
• Exceptional written and verbal communication skills in English, with a business‑fluent level of proficiency.
• Experience using help‑desk platforms such as Gorgias, Zendesk, Freshdesk, or equivalent.
• Familiarity with Shopify or other eCommerce platforms for customer support functions.
• Availability to work during Australian business hours (and flexible for occasional US business hours).

Preferred Qualifications

• Background in a fast‑growth startup or high‑volume eCommerce environment.
• Knowledge of customer experience metrics (NPS, CSAT, CES) and experience driving improvement initiatives.
• Experience with data analysis tools (Excel, Google Sheets, or BI platforms) to extract actionable insights.
• Multilingual capabilities, especially in languages spoken by our key markets.
• Prior experience in a remote or distributed team setting, demonstrating self‑discipline and strong time‑management skills.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Problem‑Solving: Ability to analyze complex issues, identify root causes, and implement effective solutions quickly.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Technical Proficiency: Comfortable navigating CRM systems, eCommerce dashboards, and basic troubleshooting tools.
• Adaptability: Thrives in a dynamic environment with evolving processes and priorities.
• Collaboration: Works seamlessly with cross‑functional teams to align on goals and share insights.
• Data‑Driven Decision Making: Uses metrics and customer feedback to inform actions and drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Customer Experience Specialist, you will:

• Gain exposure to the full customer lifecycle, from acquisition to loyalty, providing a holistic view of the business.
• Participate in cross‑departmental projects that influence product development, marketing campaigns, and operational efficiencies.
• Access a curated learning library covering customer service best practices, eCommerce trends, and soft‑skill development.
• Receive mentorship from senior leaders in Customer Success, Operations, and Product Management.
• Progress into advanced roles such as Customer Success Manager, Operations Lead, or Product Support Specialist.

Work Environment & Culture

brighthush fosters a culture of transparency, innovation, and inclusion. Our remote-first approach empowers you to work from anywhere while staying connected through:

• Weekly virtual stand‑ups and cross‑team syncs.
• Open communication channels via Slack, Teams, and email.
• Regular virtual coffee breaks and team‑building activities.
• A commitment to work‑life balance, with flexible scheduling within core business hours.

Compensation & Benefits

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

• Base salary aligned with industry standards for mid‑level customer experience roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Paid time off (PTO), public holidays, and a flexible vacation policy.
• Professional development stipend for courses, certifications, and conferences.
• Employee referral program with attractive rewards.
• Access to a digital wellness platform and mental health resources.

How to Apply

If you are ready to elevate customer experiences, drive measurable impact, and grow within a forward‑thinking eCommerce leader, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Experience Specialist role.

Join brighthush today and help us turn every customer interaction into a memorable story of delight and trust.

Ready to Make an Impact?

Apply now and become the voice that shapes the future of home and lifestyle shopping at brighthush.