Remote Customer Experience Specialist – Fitness Gear & Equipment Support – Elevate Customer Journeys at brighthush

About brighthush

brighthush is a trailblazer in the fitness gear industry, celebrated for blending cutting‑edge technology with premium design to create products that empower athletes of all levels. From high‑performance running shoes to smart apparel, our mission is to inspire movement and foster a community where every customer feels heard, valued, and supported. Operating entirely remotely, we have built a culture that thrives on collaboration, innovation, and a relentless focus on customer delight.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, fully remote team that spans continents but shares a single, unifying purpose: to deliver unforgettable experiences from the moment a customer clicks “Buy” to the day they lace up their new gear. We champion continuous learning, offer flexible schedules, and provide a comprehensive benefits package that includes health, dental, vision, and a competitive 401(k) plan. Our remote-first philosophy means you can work from anywhere while staying connected through cutting‑edge collaboration tools and regular virtual team gatherings.

Key Responsibilities

• Customer Support Excellence: Respond to inquiries via email, chat, and social media with a swift, empathetic, and solution‑oriented approach.
• Order Lifecycle Management: Track orders from placement to delivery, proactively addressing any shipping or fulfillment issues.
• Product Knowledge Champion: Maintain an in‑depth understanding of our product line to provide accurate information and troubleshooting guidance.
• Issue Resolution: Escalate complex problems to the appropriate internal teams (Logistics, Product, Technical Support) and follow up to ensure timely resolution.
• Feedback Loop: Capture customer insights and relay them to product and marketing teams to drive continuous improvement.
• Process Improvement: Identify recurring pain points and propose enhancements to our support workflows and knowledge base.
• Team Collaboration: Participate in weekly cross‑functional huddles, share best practices, and contribute to a culture of open communication.
• Metrics & Reporting: Track key performance indicators such as response time, resolution rate, and customer satisfaction scores, and report findings to leadership.

Essential Qualifications

• Minimum of 1 year of professional customer service experience, preferably in e‑commerce or consumer goods.
• Proven ability to handle high‑volume inquiries while maintaining a high level of accuracy and empathy.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Strong problem‑solving skills with a proactive mindset.
• Comfortable using CRM platforms (e.g., Zendesk, Freshdesk) and collaboration tools (Slack, Teams).
• Self‑motivated, organized, and capable of working independently in a remote environment.

Preferred Qualifications

• Experience in the fitness or apparel industry.
• Knowledge of order fulfillment processes and logistics.
• Familiarity with data analytics tools (Google Analytics, Tableau).
• Background in quality assurance or process improvement.
• Experience with multilingual support or international customer bases.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Aptitude: Quick learner who can navigate multiple software platforms and troubleshoot basic technical issues.
• Communication: Clear, concise, and engaging communication across all channels.
• Time Management: Ability to prioritize tasks, meet deadlines, and manage multiple conversations simultaneously.
• Collaboration: Comfortable working with cross‑functional teams and contributing to shared goals.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change.

Career Growth & Learning Opportunities

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

• Progress to a Senior Support Lead or Customer Success Manager role.
• Transition into product management, marketing, or operations based on your interests.
• Participate in quarterly skill‑building workshops covering advanced customer service techniques, data analytics, and industry trends.
• Earn certifications in customer experience (CX) and project management through our partnership with leading e‑learning platforms.
• Lead cross‑departmental initiatives that shape the future of our customer support strategy.

Work Environment & Company Culture

Our remote culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that accommodate your personal life and peak productivity times.
• Monthly virtual coffee chats and quarterly all‑hands meetings to keep the team connected.
• A robust digital knowledge base and peer‑to‑peer learning platform.
• Access to a global community of fitness enthusiasts and industry experts.
• Regular feedback loops and performance reviews that focus on growth and development.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive salary range that reflects the value of your expertise. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Unlimited mental health days and access to counseling services.
• Annual wellness stipend for fitness equipment, gym memberships, or wellness apps.
• Employee discount on all brighthush products.
• Professional development budget for courses, conferences, and certifications.

How to Apply

If you’re ready to bring your passion for customer service to a brand that values innovation, community, and personal growth, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the brighthush Customer Experience Specialist role. Join us in redefining the fitness gear experience—one customer at a time.