Resolution Specialist – Advanced Customer Escalations & Contact Center Operations Expert

About brighthush and the Opportunity

brighthush is a global leader in retail and consumer solutions, renowned for its commitment to customer delight, operational excellence, and continuous innovation. With a presence in more than 50 countries and a workforce of over 200,000 dedicated professionals, brighthush has built a reputation for turning everyday interactions into memorable experiences. We believe that every customer touchpoint is an opportunity to strengthen trust, and we empower our teams to solve problems creatively, efficiently, and with genuine empathy.

We are currently seeking an experienced Resolution Specialist – Advanced Customer Escalations & Contact Center Operations Expert to join our Executive Escalations team. In this role, you will be the frontline champion for complex member concerns, ensuring that every escalated issue is resolved with speed, accuracy, and a deep understanding of our brand’s values. If you thrive in a fast‑paced environment, love turning challenges into opportunities, and want to make a tangible impact on customer satisfaction, we want to hear from you.

Key Responsibilities

• Escalation Resolution: Analyze and resolve high‑priority customer and associate escalations, delivering timely, accurate solutions that align with brighthush’s service standards.
• Multi‑Channel Communication: Engage customers across phone, chat, email, and social media, tailoring communication style to each channel and ensuring clarity and empathy.
• Ticketing & Documentation: Utilize our advanced ticketing system and escalation matrix to log, track, and close cases, maintaining meticulous records for audit and quality purposes.
• Stakeholder Collaboration: Partner with cross‑functional teams—Product, Operations, Compliance, and IT—to implement process improvements and monitor key performance indicators (KPIs).
• Root Cause Analysis: Conduct thorough investigations into recurring issues, identify root causes, and recommend actionable solutions that enhance system reliability and customer experience.
• Change Management & Quality Assurance: Support change initiatives by testing new workflows, providing feedback, and participating in quality audits to uphold brighthush’s high standards.
• Compliance & Integrity: Adhere strictly to company policies, regulatory requirements, and ethical guidelines, ensuring every interaction reflects brighthush’s commitment to integrity.

What You’ll Bring

• Customer Service Excellence: Proven track record in delivering outstanding service across multiple interaction channels.
• Analytical Mindset: Strong problem‑solving skills with experience in root cause analysis and data‑driven decision making.
• Experience managing inbound calls and escalated issues within a high‑volume contact center environment.
• Proficiency with ticketing systems, escalation matrices, and data entry tools.
• Ability to interpret KPIs and contact center metrics to identify improvement opportunities.
• Collaborative spirit, comfortable working with stakeholders across departments.
• Commitment to maintaining quality standards and following operational policies.

Essential Qualifications

• Minimum 6 months of experience in retail, contact center operations, or a related field.
• At least 1 year of experience with basic computer processing and data entry software.
• Strong verbal and written communication skills in English; additional languages are a plus.
• High school diploma or equivalent; associate’s degree preferred.

Preferred Qualifications

• Experience in a large, multi‑channel customer service environment.
• Knowledge of customer experience (CX) metrics and continuous improvement methodologies.
• Familiarity with CRM platforms such as Salesforce or Zendesk.
• Background in data analysis tools (Excel, Power BI, Tableau).

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Resolution Specialist, you will:

• Gain exposure to senior leadership and strategic initiatives.
• Participate in cross‑functional projects that shape the future of our customer experience.
• Access a robust learning platform offering courses in leadership, data analytics, and advanced customer service techniques.
• Earn certifications such as Certified Customer Experience Professional (CCXP) or Six Sigma Green Belt through our internal training programs.
• Advance into roles such as Escalations Manager, Process Improvement Lead, or Customer Experience Strategist.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Innovation, Collaboration, and Respect. You’ll find a supportive environment where ideas are welcomed, feedback is constructive, and success is celebrated collectively. We champion diversity and inclusion, ensuring every voice is heard and valued.

Key highlights:

• Flexible scheduling options to support work‑life balance.
• Team‑building events, hackathons, and community service days.
• Open‑door leadership policy—your ideas can reach the executive suite.
• State‑of‑the‑art contact center technology, including AI‑powered routing and real‑time analytics.

Compensation, Perks, and Benefits

We offer a competitive compensation package designed to reward performance and dedication. While exact figures vary by location and experience, the hourly wage range for this role is $19.00 – $35.00, with potential for additional premiums based on schedule, location, and performance.

Benefits include:

• Health & Wellness: Comprehensive medical, vision, and dental coverage, along with wellness programs and mental health resources.
• Financial Security: 401(k) plan with company match, stock purchase program, and life insurance.
• Paid Time Off: Generous PTO, parental leave, family care leave, bereavement, jury duty, and voting leave.
• Additional Perks: Short‑term and long‑term disability coverage, employee discounts, military leave pay, adoption and surrogacy expense reimbursement.
• Learning & Development: Tuition reimbursement for approved courses, access to internal training, and mentorship programs.
• Flexible work arrangements and a supportive remote‑work policy where applicable.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re joining a movement that places customer trust at the core of everything we do. You’ll work alongside passionate professionals who are dedicated to innovation, quality, and community impact. Your contributions will directly influence how millions of customers experience our brand, and you’ll have the tools and support to grow both personally and professionally.

We’re looking for individuals who:

• Are driven by data and love turning insights into action.
• Exhibit a high level of empathy and professionalism in every interaction.
• Can thrive in a dynamic, fast‑paced environment while maintaining meticulous attention to detail.
• Are eager to collaborate across functions and champion continuous improvement.

Ready to Make an Impact?

If you’re ready to take your customer service career to the next level, to solve complex challenges, and to help shape the future of brighthush’s customer experience, we encourage you to apply today. Join us in delivering exceptional service, driving operational excellence, and creating lasting value for our customers and community.

Apply Now and become a key player in the brighthush family—where your expertise matters, your growth is supported, and your impact is felt worldwide.