Seasonal Customer Experience Specialist – Phone & Email Support (3‑Month Contract) – Framingham, MA – Accelerate Your Career with brighthush’s Rapid Retail Expansion and World‑Class Customer Service Excellence

Welcome to brighthush – Where Customer Experience Meets Innovation

At brighthush, we’re more than a retailer; we’re a global movement that redefines how people discover and purchase premium apparel, footwear, and home décor at unbeatable prices. With a presence in over 5,200 stores across ten countries, brighthush has become the go‑to destination for shoppers who crave quality without compromise. Our success is built on a foundation of customer obsession, data‑driven merchandising, and a culture that rewards entrepreneurial spirit. Whether you’re a seasoned professional or just starting your career, brighthush offers a platform for growth, learning, and meaningful impact.

Why brighthush?

We believe that retail is an experience, not a transaction. Our mission is simple: make high‑quality, brand‑name merchandise accessible to everyone. We achieve this by combining cutting‑edge technology, advanced analytics, and a customer‑first mindset. Working here means you’ll be part of a company that is constantly evolving, embracing new ideas, and celebrating every win—big or small. We empower our people to take ownership, experiment, and grow—both professionally and personally.

Role Overview

We’re looking for a Seasonal Customer Experience Specialist to join our dynamic team in the Framingham, MA office. This is a 3‑month contract position with the potential to transition into a full‑time role based on performance and business needs. As a frontline ambassador for brighthush, you’ll handle a high volume of toll‑free calls and email inquiries, resolve customer issues, and maintain the brand’s reputation for exceptional service.

Key Responsibilities

• Answer toll‑free customer service calls and respond to email correspondences with accuracy, empathy, and efficiency.
• Resolve standard and complex customer complaints, using problem‑solving and negotiation skills to achieve timely, satisfactory outcomes.
• Document all customer interactions in the customer tracking system, ensuring data integrity and compliance with company policies.
• Collaborate with District Managers, Store Managers, and Home Office personnel to address escalated issues and share best practices.
• Escalate serious or sensitive issues to protect the brand, following established escalation protocols.
• Maintain a positive brand image by adhering to social media moderation guidelines and responding to online customer inquiries.
• Multitask in a fast‑paced environment, managing a high volume of inbound and outbound content while maintaining quality service.
• Participate in special projects and ad‑hoc duties as assigned, contributing to continuous improvement initiatives.
• Track and analyze customer feedback trends to identify opportunities for service enhancements.
• Maintain up‑to‑date knowledge of product lines, promotions, and store policies to provide accurate information to customers.
• Support the implementation of new customer service tools and processes, providing feedback from frontline interactions.
• Assist in training new hires on customer service protocols, CRM usage, and brand values.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 1 year of customer service experience, preferably in a retail or call‑center environment.
• Strong conflict management, analytical, and problem‑solving skills.
• Excellent verbal and written communication abilities.
• Proficiency with PC, email, Microsoft Word, and Excel.
• Typing speed of at least 35 words per minute with high accuracy.
• Ability to separate emotion from customer interactions and respond objectively.
• Strong organizational and prioritization skills, with effective time‑management.
• Flexibility to work two shift options: Monday–Friday, 9:00 AM–5:00 PM EST or Monday–Friday, 10:00 AM–6:00 PM EST.
• Must be authorized to work in the U.S.; visa sponsorship not available.
• Demonstrated commitment to continuous learning and professional development.

Preferred Qualifications

• Experience with social media moderation and online customer engagement.
• Knowledge of retail operations and store‑level processes.
• Previous experience in a high‑volume call center or customer support role.
• Familiarity with customer tracking or CRM systems.
• Experience with data analysis tools such as Excel or Power BI.
• Background in retail merchandising or inventory management.
• Experience in a bilingual or multilingual environment.
• Knowledge of e‑commerce platforms and order fulfillment processes.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical thinking and the ability to troubleshoot complex issues.
• Excellent listening skills and the ability to interpret customer needs accurately.
• Team player who thrives in collaborative, cross‑functional environments.
• Adaptability to changing priorities and fast‑paced work demands.
• Proactive learning attitude, eager to adopt new tools and processes.
• Professional demeanor, representing brighthush with integrity and confidence.
• Resilience under pressure, maintaining composure during high‑volume periods.
• Attention to detail, ensuring accurate documentation and compliance.
• Strong time‑management skills, balancing multiple tasks efficiently.
• Empathy and emotional intelligence, building rapport with diverse customers.
• Tech‑savvy, comfortable navigating multiple software platforms simultaneously.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Experience Specialist, you’ll gain exposure to:

• Cross‑functional collaboration with merchandising, operations, and technology teams.
• Hands‑on experience with advanced CRM and analytics tools.
• Leadership development through mentorship and on‑the‑job training.
• Opportunities to contribute to process improvement projects and innovation initiatives.
• Potential transition to full‑time roles in customer experience, operations, or retail management.
• Access to internal training programs covering product knowledge, sales techniques, and customer engagement strategies.
• Participation in company‑wide initiatives such as “Innovation Fridays” and “Customer Experience Hackathons.”
• Regular performance reviews with clear metrics and growth targets.
• Certification programs in customer service excellence and data analytics.
• Career coaching sessions to help you map your professional trajectory within brighthush.

Work Environment & Culture

Our Framingham office is a vibrant, inclusive space designed to foster creativity and collaboration. You’ll work alongside a diverse team of professionals who value transparency, continuous improvement, and a healthy work‑life balance. We celebrate achievements, encourage open dialogue, and support each other’s growth through regular feedback and coaching. At brighthush, you’ll find:

• Open‑door leadership that welcomes ideas from all levels.
• Flexible work arrangements, including hybrid options for eligible roles.
• Team‑building activities such as monthly lunch‑and‑learn sessions and quarterly retreats.
• Recognition programs that reward innovation, teamwork, and customer‑centric excellence.
• A culture that values mental and physical well‑being, with on‑site wellness resources and subsidized gym memberships.
• Commitment to diversity, equity, and inclusion, with employee resource groups and mentorship programs.
• Access to a company‑wide learning platform with courses on customer service, data analytics, and leadership.
• Regular town‑hall meetings to keep everyone aligned with company goals and initiatives.
• Community outreach programs that allow employees to give back to local charities and schools.

Compensation & Benefits

While this is a contract role, we offer competitive pay at $22.00 per hour and a comprehensive benefits package for eligible employees, including:

• Medical, vision, and dental insurance plans.
• 401(k) retirement plan with company match.
• Paid time off and holiday schedule.
• Employee wellness programs and resources.
• Professional development budget and training opportunities.
• Employee discount program on brighthush merchandise.
• Access to a company‑wide learning platform with courses on customer service, data analytics, and leadership.
• Flexible spending accounts for health and dependent care.
• Performance‑based bonuses and incentive programs.
• Employee referral rewards for bringing top talent into the organization.

How to Apply

If you’re ready to bring your customer‑service expertise to a leading retail brand and thrive in a fast‑paced, collaborative environment, we’d love to hear from you. Submit your application through the link below and join the brighthush team in shaping the future of off‑price retail.