Remote Customer Success Specialist – Client Experience & Auction Operations Expert at brighthush

About brighthush

brighthush is a trailblazing force in the luxury automotive and auction arena, redefining how collectors, consignors, and bidders connect, transact, and celebrate the thrill of the drive. Founded in 2023, brighthush has quickly become a go‑to destination for automotive enthusiasts worldwide, blending cutting‑edge technology, unparalleled service, and a passion for performance. Our mission is simple: to create unforgettable experiences that honor the heritage of classic and modern cars while delivering seamless, transparent, and personalized service at every touchpoint.

As a fully remote, high‑growth organization, brighthush empowers its team members to work from anywhere in the United States, fostering a culture of flexibility, collaboration, and continuous learning. We pride ourselves on a collaborative, inclusive environment where every voice is heard, every idea is valued, and every team member is encouraged to grow both personally and professionally.

Why Join brighthush?

• Impactful Work: Your role will directly shape the customer journey, ensuring that consignors and bidders experience the highest level of service from inquiry to post‑sale.
• Remote Flexibility: Work from the comfort of your own home while staying connected to a vibrant, global team.
• Career Growth: Opportunities to advance into senior customer success, operations, or even product management roles.
• Learning Culture: Access to industry‑specific training, mentorship programs, and cross‑functional shadowing.
• Competitive Compensation: A comprehensive package that rewards performance, dedication, and expertise.

Key Responsibilities

As a Remote Customer Success Specialist at brighthush, you will be the linchpin of our client experience, managing the entire lifecycle of consignors and bidders. Your day‑to‑day tasks will include:

• Pre‑Engagement: Respond promptly to inquiries via phone, email, and chat; guide new customers through account setup, registration, and verification; explain auction terms, fees, timelines, and next steps.
• During Engagement: Monitor active auction questions, provide timely updates, and support consignors and bidders throughout the bidding window; coordinate with Auction Specialists to ensure accurate vehicle information and specialist queries are addressed.
• Post‑Engagement: Confirm next steps, coordinate invoicing, payment follow‑up, title and document collection, vehicle release, and transport; track open items through transaction completion and conduct post‑delivery check‑ins.
• Issue Ownership: Listen, document, triage, and resolve routine matters within your authority; route complex or time‑critical issues to the appropriate owner; keep customers updated and ensure swift escalation when needed.
• Relationship Building: Foster repeat consignments, bidding, and referrals; invite honest reviews and testimonials; coordinate customer stories with marketing; monitor review feedback and respond using approved guidance.
• Workflow Mastery: Learn Client Service Coordinator and Auction Specialist workflows through shadowing, documented procedures, supervised practice, and demonstrated proficiency before independent coverage.
• Cross‑Functional Support: Provide coverage across registration, verification, shared inquiries, customer records, document collection, payment follow‑up, and vehicle release/transport coordination.
• Auction Operations: Gather vehicle documentation, photos, history, and condition information; verify listing materials for completeness and accuracy; track readiness and deadlines; coordinate bidder questions and consignor updates.
• Peak Volume Coverage: Offer assigned coverage during peak periods, PTO, or role transitions; use clear handoff notes, track commitments, and flag capacity conflicts early; prioritize work with department leads when demand and coverage needs compete.
• CRM & Process Management: Maintain accurate CRM records, customer notes, transaction status, and issue logs; keep next action, owner, and deadline clearly documented.
• Continuous Improvement: Maintain procedures, templates, and checklists for each workflow; run post‑sale satisfaction outreach; summarize recurring issues and recommend service improvements.
• Authority & Escalation: Work within delegated authority; refer valuation, reserves, negotiations, payment or release approvals, and other specialist decisions to the appropriate owner until specifically trained and authorized.
• Reporting: Provide regular reports on response and resolution times, open issues, customer feedback, review activity, and coverage readiness.

Essential Qualifications

• 1–3 years of experience in customer success, client services, hospitality, sales support, account coordination, or a similar customer‑facing role.
• Clear, professional communication skills and a calm, practical approach to difficult conversations.
• Strong organizational abilities, accuracy, and follow‑through across multiple customers and deadlines.
• Comfort Apply for this job