Remote Customer Experience Representative – Brand Ambassador & Customer Success Specialist for brighthush Workwear
About brighthush
At brighthush, we’re redefining the workwear industry by engineering boots, apparel, and accessories that truly meet the needs of today’s tradespeople. Our mission is simple yet powerful: to create gear that works as hard as the people who wear it. We do this by listening directly to the professionals on the job, collaborating with them to design products that solve real problems, and building a community that feels as strong as the fabric of our garments.
Our culture is built on authenticity, teamwork, and a relentless focus on customer experience. From virtual “Garage Hangouts” where crew members share stories and ideas, to nationwide events that celebrate the trades, brighthush is more than a brand—it’s a movement. We’re looking for passionate individuals who want to be part of that movement and help us deliver exceptional service to every customer.
What You’ll Do
As a Remote Customer Experience Representative, you’ll be the face and voice of brighthush. Your role goes beyond answering questions; you’ll build lasting relationships, advocate for our customers, and help shape the future of our products and services.
Core Responsibilities
- Engage with customers across multiple channels—email, chat, phone, and social media—while managing a dynamic ticket volume that reflects business demand.
- Consistently meet or exceed key performance metrics, including Customer Satisfaction (CSAT) scores, response time targets, and overall efficiency standards.
- Develop deep, expert-level knowledge of brighthush’s product portfolio, enabling you to confidently guide customers toward the solutions that best fit their needs.
- Analyze customer feedback trends, surface insights, and recommend actionable improvements to the Customer Experience Leadership team to reduce friction and elevate service quality.
- Master company policies, procedures, and workflows, while exercising the autonomy to make customer-focused decisions that align with brighthush’s values.
- Collaborate with cross-functional teams—Product, Marketing, Sales, and Engineering—to relay customer insights and help shape future product iterations.
- Participate in continuous learning initiatives, including product training, soft‑skills workshops, and industry trend briefings.
Schedule & Availability
- Initial Training: Monday–Friday, 9:00 AM–5:30 PM ET.
- Regular Schedule: Monday–Friday, 10:30 AM–7:00 PM ET, following completion of training.
- Holiday Coverage: Flexibility to support peak demand during Black Friday, Cyber Monday, and the holiday season, including Saturday coverage after Thanksgiving.
- Location: 100% remote. Applicants must currently reside in one of the following eligible states: CO, FL, GA, ME, MD, MA, MN, MO, NY, NC, OH, OR, PA, TX, WA, WI.
What You Need to Succeed
We’re looking for individuals who thrive on challenges, love people, and are committed to delivering outstanding service. Below are the essential and preferred qualifications that will help you succeed in this role.
Essential Qualifications
- Minimum of 1 year of customer service experience in a retail, call‑center, or remote communication environment.
- Demonstrated ability to resolve complex customer issues with composure, professionalism, and a solutions‑oriented mindset.
- Strong written and verbal communication skills, with the ability to tailor messaging to diverse audiences.
- Proficiency with multiple digital platforms—CRM systems, ticketing tools, and collaboration software.
- Excellent organizational skills, with the capacity to multitask, prioritize, and meet tight deadlines.
- Positive attitude, high energy, and a genuine passion for customer success.
- Reside in one of the eligible states listed above.
Preferred Qualifications
- Experience in the apparel, retail, or manufacturing sectors.
- Knowledge of workwear or safety gear products.
- Previous exposure to data analysis tools (e.g., Excel, Tableau) for trend reporting.
- Experience with remote work tools and a proven track record of self‑management.
- Fluency in additional languages (Spanish, French, etc.) is a plus.
Skills & Competencies
- Customer‑Centric Mindset: Always put the customer first and anticipate their needs.
- Problem‑Solving: Quickly diagnose issues and craft effective solutions.
- Communication: Clear, concise, and empathetic in all interactions.
- Technical Proficiency: Comfortable navigating CRM, help‑desk, and collaboration platforms.
- Adaptability: Thrive in a fast‑moving environment and pivot as priorities shift.
- Collaboration: Work seamlessly with cross‑functional teams to drive customer success.
- Time Management: Prioritize tasks and manage workload efficiently.
Career Growth & Learning Opportunities
At brighthush, we believe that investing in our people fuels our collective success. As a Customer Experience Representative, you’ll have access to:
- Structured onboarding and continuous product training.
- Mentorship programs pairing you with senior CX leaders.
- Cross‑departmental projects that broaden your skill set.
- Clear career pathways to roles such as CX Manager, Product Specialist, or Customer Success Lead.
- Annual performance reviews with actionable feedback and growth plans.
Work Environment & Company Culture
brighthush is a remote-first organization that values flexibility, transparency, and community. We celebrate our crew’s diverse backgrounds and encourage open dialogue. Highlights of our culture include:
- Weekly virtual “Garage Hangouts” where crew members share insights and celebrate wins.
- Annual “brighthush Summit” that brings together employees, partners, and customers for networking and learning.
- Inclusive policies that support work‑life balance, including flexible scheduling and generous paid time off.
- Commitment to sustainability—our products are designed with eco‑friendly materials and responsible manufacturing practices.
- Recognition programs that reward innovation, teamwork, and customer impact.
Compensation & Benefits
We offer a competitive hourly rate of $24–$26 per hour, commensurate with experience and qualifications. In addition to base pay, you’ll receive:
- Health & Wellness: Comprehensive medical, dental, and vision coverage.
- Retirement: 401(k) plan with company match.
- Paid Time Off: 15 days of PTO, 11 paid holidays, and sick leave.
- Performance Incentives: Eligibility for quarterly bonuses based on team and individual metrics.
- Equity Opportunities: Potential for stock options as part of long‑term incentive plans.
- Learning & Development: Reimbursement for relevant courses, certifications, and conferences.
Why Join brighthush?
When you join brighthush, you’re not just taking a job—you’re becoming part of a movement that empowers tradespeople worldwide. You’ll:
- Work with a passionate, collaborative team that values every voice.
- Help shape products that make a real difference on the job.
- Enjoy a flexible, remote work environment that supports your personal and professional growth.
- Benefit from a comprehensive rewards package that recognizes your contributions.
- Be part of a brand that celebrates authenticity, innovation, and community.
Ready to Apply?
If you’re excited to bring your customer‑first mindset, problem‑solving skills, and passion for service to a dynamic, growth‑oriented company, we want to hear from you. Join brighthush and help us build the future of workwear—one customer experience at a time.