Remote Customer Experience Specialist – Client Support, Problem Resolution, and Upselling – Brighthush

About Brighthush

Brighthush is a forward‑thinking technology partner that empowers businesses to deliver seamless, personalized customer journeys. With a dedicated team of 11‑50 professionals, we blend cutting‑edge software solutions with a passion for service excellence. Our mission is to transform ordinary interactions into memorable experiences that drive loyalty, growth, and lasting relationships.

As a remote‑first organization, Brighthush offers the flexibility to work from anywhere in the United States while staying connected to a vibrant, collaborative culture. We celebrate diversity, encourage continuous learning, and reward innovation. If you thrive in a fast‑paced environment where your voice matters and your impact is tangible, Brighthush is the place for you.

Position Overview

We are seeking a highly motivated Remote Customer Experience Specialist to join our growing support team. In this role, you will be the frontline advocate for our clients, ensuring every inquiry is handled with empathy, accuracy, and efficiency. Your primary focus will be to listen, diagnose, and resolve issues, while also identifying opportunities to enhance the customer journey and contribute to our sales goals.

Key Responsibilities

• Customer Interaction Management: Respond promptly to inbound calls, emails, live chats, and interactive voice response (IVR) queries, providing clear, concise, and accurate information.
• Issue Diagnosis & Resolution: Employ active listening and analytical skills to identify root causes, troubleshoot problems, and deliver effective solutions that exceed customer expectations.
• Product Knowledge & Upselling: Maintain deep understanding of Brighthush’s product suite, enabling you to recommend relevant features or upgrades that add value to the customer’s experience.
• Process Adherence: Follow all customer service procedures, policies, and quality standards to ensure consistent, high‑quality support.
• Performance Excellence: Meet or surpass individual and team targets, including response time, resolution rate, and customer satisfaction metrics.
• Documentation & Record‑Keeping: Accurately log all interactions, updates, and account changes in our CRM system, ensuring data integrity and accessibility for future reference.
• Follow‑Up & Scheduling: Coordinate callbacks, appointments, or escalations to guarantee timely resolution of complex issues.
• Continuous Improvement: Provide feedback on process gaps, product usability, and customer pain points to help shape future enhancements.

Essential Qualifications

• Minimum of 1‑2 years of experience in customer support, client services, or sales within a technology or SaaS environment.
• Exceptional verbal and written communication skills, with the ability to convey complex information in a clear, friendly manner.
• Proficiency in using CRM platforms (e.g., Salesforce, HubSpot) and support ticketing systems.
• Strong multitasking capabilities, with the ability to manage multiple conversations simultaneously while maintaining high quality.
• Excellent time‑management and prioritization skills, ensuring that urgent issues are addressed promptly.
• Active listening skills that enable you to understand customer needs, concerns, and emotions.
• Customer‑centric mindset focused on delivering positive outcomes and fostering long‑term relationships.
• Must reside in California (remote work is available across the United States).

Preferred Qualifications

• Experience with technical troubleshooting or product implementation.
• Knowledge of basic computer hardware and software troubleshooting.
• Previous exposure to upselling or cross‑selling in a customer‑facing role.
• Familiarity with remote collaboration tools such as Slack, Teams, or Zoom.
• Demonstrated ability to work independently in a remote setting, maintaining productivity and engagement.

Core Skills & Competencies

• Communication: Clear articulation, active listening, and empathy.
• Problem Solving: Analytical thinking, root‑cause analysis, and creative solutioning.
• Technical Aptitude: Comfortable navigating multiple software tools and troubleshooting basic technical issues.
• Adaptability: Ability to thrive in a dynamic environment with evolving processes and priorities.
• Team Collaboration: Willingness to share insights, support peers, and contribute to a positive team culture.
• Customer Advocacy: Passion for championing the customer’s voice within the organization.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Remote Customer Experience Specialist, you will have the chance to:

• Progress into senior support roles, such as Team Lead or Customer Success Manager.
• Transition into product management, sales engineering, or technical support based on your interests and performance.
• Participate in ongoing training programs covering product updates, industry trends, and soft‑skill development.
• Attend virtual conferences, webinars, and workshops to stay ahead of the curve.
• Receive mentorship from experienced leaders who are committed to your professional growth.

Work Environment & Culture

Brighthush’s remote‑first culture is built on trust, transparency, and collaboration. We offer:

• Flexible work hours that accommodate your personal schedule.
• Regular virtual team‑building events and informal check‑ins.
• A supportive environment where ideas are valued and innovation is encouraged.
• Access to a comprehensive digital resource hub, including knowledge bases, training modules, and community forums.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

While specific salary ranges are tailored to experience and role responsibilities, Brighthush offers a competitive compensation package that includes:

• Health, dental, and vision insurance for you and your dependents.
• Robust retirement plan with company matching contributions.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work‑from‑home stipend to support your home office setup.
• Employee wellness programs, including mental health resources and fitness subsidies.
• Annual performance bonuses and equity opportunities for high‑performing team members.

Why Brighthush?

Choosing Brighthush means joining a team that values your expertise, supports your growth, and rewards your dedication. You will:

• Be part of a mission‑driven organization that transforms customer experiences.
• Work with cutting‑edge technology that keeps you at the forefront of industry trends.
• Enjoy a flexible, remote work model that balances professional success with personal well‑being.
• Receive continuous learning opportunities that sharpen your skills and broaden your career horizons.
• Contribute to a culture that celebrates diversity, inclusion, and mutual respect.

Ready to Make an Impact?

If you are passionate about delivering outstanding customer service, thrive in a remote environment, and are eager to grow within a dynamic tech company, we want to hear from you. Join Brighthush and help us create unforgettable experiences for our clients while advancing your own career.

Apply Today! Click the link below to submit your application and start your journey with Brighthush.