Seasoned Customer Experience Executive – Remote, Part‑Time – Champion CX Excellence at brighthush

About brighthush

brighthush is not just another direct‑to‑consumer (D2C) food brand – we are a movement that reimagines healthy eating for the modern, on‑the‑go lifestyle. Our mission is simple yet powerful: make nutritious meals more convenient, accessible, and genuinely enjoyable for everyday people who care deeply about what they put in their bodies. By delivering a curated range of wholesome products straight to customers’ doors, we combine transparency, sustainability, and a deep commitment to well‑being with the convenience of e‑commerce. As we expand our reach and deepen our customer relationships, we’re looking for a passionate, customer‑centric professional to join our team as a Customer Experience Executive.

Why brighthush?

At brighthush, exceptional customer service is the cornerstone of brand loyalty. We are a fast‑growing, purpose‑driven company that values innovation, collaboration, and continuous improvement. As a member of our CX team, you’ll have the opportunity to shape the customer journey, influence product development, and contribute to a culture that celebrates empathy, creativity, and data‑driven decision making. We believe that every interaction is a chance to build lasting relationships and that a great customer experience can turn a one‑time buyer into a lifelong advocate.

Key Responsibilities

1. Deliver Outstanding Customer Support

• Respond to inbound inquiries across email, live chat, and social media with speed, warmth, and professionalism.
• Resolve complaints, order issues, and product questions while maintaining high customer satisfaction scores.
• Track response times and ensure adherence to service level agreements (SLAs).
• Use empathy and active listening to understand customer pain points and provide tailored solutions.
• Escalate complex issues to the appropriate internal teams while keeping the customer informed every step of the way.

2. Manage Order & Issue Resolution

• Collaborate with fulfillment, logistics, and quality teams to investigate and resolve order delays, missing parcels, and damaged goods.
• Process refunds, replacements, and escalations in accordance with company policies.
• Document recurring issues and flag patterns to product and operations teams for continuous improvement.
• Maintain accurate records of all customer interactions to support future reference and auditability.
• Proactively identify opportunities to streamline the order‑to‑delivery process and reduce friction.

3. Craft Clear, On‑Brand Communication

• Draft concise, friendly, and on‑brand responses that reflect brighthush’s voice and values.
• Proactively follow up with customers on open or unresolved issues to ensure closure and satisfaction.
• Support retention initiatives through thoughtful post‑purchase outreach and loyalty programs.
• Collaborate with marketing to create educational content that helps customers get the most out of our products.
• Ensure all communications are consistent, error‑free, and aligned with brand guidelines.

4. Generate Insightful Reporting & Analytics

• Log all interactions and resolutions in the CX platform (e.g., Zendesk) for auditability and trend analysis.
• Surface customer feedback and recurring themes to inform product enhancements and operational efficiencies.
• Assist in building and maintaining FAQ documentation and response templates to streamline support.
• Prepare regular reports on key metrics such as CSAT, NPS, average handling time, and first‑contact resolution.
• Use data to identify opportunities for process improvements and to measure the impact of new initiatives.

Essential Qualifications

• Experience: Minimum 2 years in a customer service, CX, or client‑facing role, preferably within D2C or e‑commerce environments.
• Tools: Hands‑on experience with Zendesk or a comparable CX ticketing platform.
• Communication: Excellent written English—warm, professional, and concise; adept at handling difficult conversations with empathy.
• Mindset: Proactive problem‑solver with strong follow‑through; comfortable working independently in a remote, asynchronous setting.
• Adaptability: Ability to thrive in a fast‑paced, evolving environment and quickly learn new tools and processes.

Preferred Qualifications

• Background in food, wellness, or lifestyle brands.
• Familiarity with Shopify order management.
• Experience with social media customer care (Instagram, Facebook).
• Knowledge of data analytics tools (e.g., Google Analytics, Tableau) for trend identification.
• Experience working in a remote‑first organization with distributed teams.

Skills & Competencies

• Customer‑first mindset with a passion for delivering memorable experiences.
• Strong analytical skills to identify patterns and recommend actionable improvements.
• Excellent time‑management and organizational abilities in a fast‑paced environment.
• Adaptability to evolving processes, tools, and customer expectations.
• Team‑player attitude with the ability to collaborate across cross‑functional teams.
• Proficiency in English; additional language skills are a plus.

Career Growth & Learning Opportunities

At brighthush, we invest in our people’s growth. As a Customer Experience Executive, you’ll have access to:

• Mentorship from senior CX leaders and product managers.
• Regular training sessions on industry best practices, new tools, and emerging customer trends.
• Clear career pathways to roles such as CX Manager, Product Owner, or Operations Lead.
• Opportunities to lead cross‑functional projects that directly impact product development and customer satisfaction.
• Access to a curated library of courses, certifications, and conferences to sharpen your skill set.

Work Environment & Company Culture

brighthush embraces a remote‑first culture that values flexibility, autonomy, and work‑life balance. Our team operates across multiple time zones, but we maintain a strong sense of community through:

• Weekly virtual coffee chats and knowledge‑sharing sessions.
• Monthly all‑hands meetings to celebrate wins and align on strategy.
• A culture of transparency, where feedback is encouraged and acted upon.
• Inclusive hiring practices that celebrate diverse perspectives and experiences.
• Regular virtual retreats and team‑building events to strengthen relationships.

Compensation & Perks

While the base hourly rate for this part‑time role is $8 USD, brighthush offers a comprehensive benefits package that includes:

• Flexible scheduling to accommodate your personal commitments.
• Access to a curated selection of brighthush products at discounted rates.
• Professional development budget for courses, certifications, or conferences.
• Health & wellness stipend to support your physical and mental well‑being.
• Regular team‑building events and virtual retreats.
• Opportunity to earn performance bonuses based on customer satisfaction metrics.

How to Apply

Ready to make a tangible impact on the lives of health‑conscious consumers? Submit your resume and a brief cover letter explaining why you’re the perfect fit for brighthush’s Customer Experience team. Highlight any relevant experience with D2C brands, CX platforms, and your passion for delivering exceptional service.

Join brighthush Today

We’re excited to welcome a dedicated, empathetic, and proactive Customer Experience Executive to our growing team. If you thrive in a remote, fast‑moving environment and want to help shape the future of healthy eating, we want to hear from you. Apply now and become a key driver of customer delight at brighthush.