Dynamic Customer Support & Trade Development Executive – Driving Exceptional Service & Growth in the Automotive Industry

About brighthush

At brighthush, we’re redefining the automotive aftermarket landscape by blending cutting‑edge technology with a passion for performance and community. Our mission is to empower small trade partners and independent automotive businesses with the tools, knowledge, and support they need to thrive. Whether you’re a seasoned mechanic, a boutique parts retailer, or an enthusiast looking to elevate your shop, brighthush is the partner that delivers unmatched service, innovative solutions, and a culture of continuous improvement.

Why Join brighthush?

When you step into a role at brighthush, you’re not just filling a position—you’re becoming part of a movement that celebrates automotive culture, champions small‑business success, and pushes the boundaries of customer experience. We offer:

• Competitive salary packages with performance‑based bonuses
• Comprehensive health, dental, and vision benefits
• Flexible working hours and remote‑first policies
• Unlimited learning budget for courses, certifications, and conferences
• Access to the latest AI‑powered support tools and industry‑leading CRM platforms
• A collaborative, inclusive culture that values initiative, transparency, and a customer‑first mindset

Role Overview

As a Customer Support & Trade Development Executive at brighthush, you will be the frontline ambassador for our brand, ensuring every customer interaction reflects our commitment to excellence. Your day‑to‑day responsibilities will blend high‑quality support with proactive trade development, creating a seamless experience for both individual enthusiasts and small‑trade partners.

Key Responsibilities

Customer Enquiries & Support (Primary Focus)

• Respond to inbound customer enquiries across multiple channels (email, live chat, social media, phone) with speed and professionalism.
• Utilize Gorgias, including AI chatbot handovers, to triage and resolve issues efficiently.
• Maintain meticulous records of all customer communications in HubSpot CRM.
• Ensure every interaction meets or exceeds our SLA targets, driving satisfaction and loyalty.

CRM & Knowledge Management

• Accurately log all enquiries, accounts, and interactions in HubSpot, keeping deal stages, notes, and follow‑up actions up to date.
• Collaborate with the knowledge‑base team to refine FAQs and support materials based on recurring questions.
• Identify patterns and propose enhancements to the support workflow and content library.

Daily Service Threads & KPIs

• Monitor and act on all daily enquiry threads, treating them as a core service performance KPI.
• Work within agreed SLAs to ensure smooth customer handling and minimal backlogs.
• Report on key metrics such as response time, resolution rate, and customer satisfaction scores.

Small Trade & Independent Business Support & Development

• Identify and engage small trade customers and independent automotive businesses.
• Provide tailored guidance on products and services that align with their unique needs.
• Conduct light outreach—including occasional cold calls—to introduce offerings and nurture relationships.
• Maintain a healthy pipeline of engaged small‑trade prospects, ensuring consistent growth.

Escalation & Communication

• Escalate complex or delayed cases promptly to the appropriate internal teams.
• Communicate blockers, risks, and status updates clearly and early.
• Provide accurate, honest updates on all open enquiries and follow‑ups.

Ownership & Accountability

• Take end‑to‑end responsibility for assigned customer enquiries, ensuring all actions are genuinely completed.
• Manage workload effectively to avoid backlogs and maintain high service quality.
• Highlight process improvements and recurring challenges to the leadership team.

Customer & Trade Partner Experience

• Represent brighthush with credibility and professionalism in the automotive space.
• Communicate in a way that resonates with enthusiasts and trade customers alike.
• Contribute to improved response times, customer satisfaction, and overall confidence in the brand.

Training & Development

We invest in your growth. You’ll receive comprehensive training on HubSpot, Gorgias, and our internal systems, as well as ongoing mentorship from senior support and trade development leaders.

Essential Qualifications

• Proven experience in customer service or customer‑facing roles.
• Strong organisational and time‑management skills.
• Excellent written and verbal communication abilities.
• High level of accountability and ownership.
• Comfortable using digital tools and platforms.

Highly Desirable (Strong Priority)

• Automotive background or genuine knowledge of car culture.
• Understanding of automotive customer behaviour.
• Experience with light outbound calling or follow‑up communication.
• Confidence engaging with small business owners.
• Experience nurturing small trade or B2B customer relationships.

Desirable

• Familiarity with CRM systems (e.g., HubSpot).
• Experience with customer support platforms such as Gorgias.
• Exposure to AI‑assisted customer support tools.
• Ecommerce or automotive aftermarket experience.

Skills & Competencies

• Customer‑first mindset with commercial awareness.
• Detail‑oriented and process‑driven.
• Reliable, consistent, and accountable.
• Strong problem‑solving and analytical skills.
• Excellent interpersonal skills, able to build rapport with diverse stakeholders.
• Adaptability to fast‑paced environments and evolving priorities.

Career Growth Opportunities

At brighthush, your career path is as dynamic as the automotive industry. Starting as a Customer Support & Trade Development Executive, you can progress to:

• Senior Trade Development Manager – leading a team of support specialists and driving strategic partnerships.
• Customer Experience Lead – shaping the overall support strategy and championing customer‑centric initiatives.
• Product Marketing Specialist – leveraging customer insights to inform product roadmaps and go‑to‑market plans.
• Business Development Director – expanding brighthush’s footprint across new markets and verticals.

We provide mentorship, leadership training, and cross‑functional projects to accelerate your growth.

Work Environment & Culture

brighthush thrives on collaboration, innovation, and a deep respect for automotive culture. Our remote‑first model gives you the flexibility to work from anywhere while staying connected through weekly virtual huddles, monthly all‑hands meetings, and an open‑door policy for ideas and feedback.

We celebrate diversity, encourage continuous learning, and reward initiative. Whether you’re troubleshooting a customer issue or brainstorming a new trade outreach strategy, your voice matters.

Compensation & Perks

While the exact figures vary by experience and location, we offer:

• Competitive base salary with quarterly performance bonuses.
• Health, dental, and vision insurance.
• 401(k) matching (or equivalent retirement plan).
• Paid time off, sick leave, and parental leave.
• Unlimited learning budget and access to industry conferences.
• Flexible work hours and remote‑first policy.
• Employee referral bonuses and team‑building events.

How to Apply

Ready to drive exceptional customer experiences and fuel trade growth at brighthush? Submit your resume and a cover letter that showcases your passion for automotive culture and customer service excellence. We can’t wait to meet you!

Join the brighthush Family Today

At brighthush, you’ll be part of a forward‑thinking team that values creativity, accountability, and a relentless focus on the customer. If you’re eager to make a tangible impact, learn from industry leaders, and grow your career in a supportive environment, this is the role for you.

Apply now and help us accelerate the future of automotive aftermarket support.