Seasoned Remote Customer Experience Champion – Full‑Time, $16+/hr, Paid Training & Career Growth – Lead Connectivity & Delight at brighthush

Welcome to brighthush – The Future of Human‑Centric Connectivity

At brighthush, we’re more than a telecommunications provider; we’re a movement that reimagines how people connect, communicate, and collaborate. From our modest beginnings as a regional ISP to our current status as a national leader in broadband, voice, and data solutions, we’ve always put people first. Our mission is simple yet powerful: technology should serve people, not the other way around. Every product, service, and interaction is guided by this philosophy, ensuring that our customers feel heard, understood, and empowered.

Why This Role Is a Game‑Changer

In a world increasingly dominated by automation and AI, the human touch remains the most compelling differentiator. As a Seasoned Remote Customer Experience Champion at brighthush, you will be the frontline advocate who transforms complex technical challenges into clear, satisfying solutions. Your empathy, analytical mindset, and deep product knowledge will directly influence customer loyalty, revenue growth, and the overall reputation of brighthush. You will be the voice that turns a frustrated caller into a lifelong advocate.

Key Responsibilities – What You’ll Do

• Active Listening & Discovery – Engage with customers via phone, chat, or video, asking insightful questions to uncover root causes and true needs.
• Issue Diagnosis & Resolution – Research account, billing, service, device, and technical concerns; apply troubleshooting protocols to resolve issues efficiently.
• Escalation Management – Identify when a problem requires additional support, coordinate with Tier 2/3 teams, and ensure timely follow‑up.
• Product & Service Advocacy – Recommend upgrades, add‑ons, or new lines that align with customer goals, driving revenue while enhancing satisfaction.
• Conflict Resolution – Handle frustrated or challenging customers with composure, turning negative experiences into positive outcomes.
• Customer Retention – Proactively identify churn risks and propose solutions that keep customers loyal to brighthush.
• System Navigation – Master multiple internal systems, knowledge bases, and AI‑assisted tools to deliver accurate, real‑time information.
• Performance & Experience Goals – Meet or exceed key metrics such as First‑Contact Resolution, Customer Satisfaction Score, and Net Promoter Score.
• Continuous Improvement – Participate in post‑incident reviews, share insights, and help refine processes and scripts.
• Team Collaboration – Work closely with cross‑functional teams (sales, engineering, product) to advocate for customer needs and drive product enhancements.
• Training & Mentorship – Mentor new hires and share best practices, fostering a culture of knowledge sharing and continuous learning.
• Data Analysis & Reporting – Analyze call metrics, identify trends, and provide actionable insights to leadership for strategic decision‑making.

Essential Qualifications – What We Expect

• Minimum of 6 months of customer service experience in any industry (telecommunications, retail, hospitality, tech support, etc.).
• Legal eligibility to work in the United States and a minimum age of 18.
• GED or high school diploma (or equivalent).
• Strong verbal communication skills with a professional tone.
• Proficiency in using computers, navigating multiple software platforms, and learning new systems quickly.
• Ability to work independently in a remote, phone‑based environment.
• Reliable, punctual, and open to coaching and continuous improvement.

Preferred Qualifications – Bonus Points

• Prior call‑center or technical support experience.
• Experience with AI‑assisted customer service tools.
• Knowledge of telecommunications products and services.
• Previous exposure to sales or upselling in a customer‑facing role.
• Fluency in multiple languages (bonus).

Skills & Competencies – What Makes You Successful

• Empathy & Emotional Intelligence – Understand and respond to customer emotions with sensitivity.
• Critical Thinking & Problem Solving – Analyze complex issues and devise effective solutions.
• Communication & Persuasion – Convey information clearly and influence customer decisions.
• Adaptability & Resilience – Thrive in a fast‑changing environment and handle high‑volume call traffic.
• Time Management – Prioritize tasks, meet deadlines, and maintain productivity in a remote setting.
• Tech Savvy – Comfortable with new software, hardware, and AI tools.
• Collaboration & Team Spirit – Work effectively with peers and cross‑functional partners.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, we believe in nurturing talent from the ground up. As a Customer Experience Champion, you will have access to:

• Structured onboarding and paid training covering product knowledge, customer service best practices, and advanced troubleshooting.
• Mentorship programs pairing you with senior agents and managers.
• Regular skill‑building workshops on sales techniques, conflict resolution, and AI tool utilization.
• Clear career pathways to roles such as Senior Support Specialist, Team Lead, Customer Success Manager, or Technical Solutions Architect.
• Annual performance reviews with transparent metrics and growth plans.
• Opportunities to contribute to product development feedback loops and innovation initiatives.
• Access to a digital learning library with courses on emerging technologies, customer psychology, and leadership.

Work Environment & Culture at brighthush – Where You’ll Thrive

We value a remote, distraction‑free workspace that fosters focus and well‑being. Your home office will include:

• Dedicated desk and ergonomic chair.
• Private, quiet room with a door to minimize noise.
• High‑speed cable or fiber‑optic internet (minimum 25 Mbps download / 10 Mbps upload, ping
• Company‑supplied headset, phone, and optional webcam for video calls.
• Access to a 24/7 help desk for technical support.

Our culture is built on collaboration, transparency, and continuous learning. We celebrate successes, encourage open dialogue, and provide a supportive environment where every voice matters. Diversity and inclusion are core to our identity; we actively seek perspectives that enrich our community and drive innovation.

Compensation, Perks & Benefits – What You’ll Receive

• Competitive starting rate of $16.00 per hour, with eligibility for monthly performance bonuses.
• Full‑time, 40‑hour work week with scheduled shifts and occasional overtime based on business needs.
• Paid training and onboarding.
• Comprehensive benefits package: medical, dental, and vision insurance.
• Paid time off (PTO) and holidays.
• Employee wellness programs and mental health resources.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee referral bonuses and recognition awards.
• Flexible work schedule options to support work‑life balance.

Remote Success Checklist – Make Sure You’re Ready

• Reliable cable or fiber‑optic internet connection (no Wi‑Fi, satellite, or cellular).
• Minimum 25 Mbps download / 10 Mbps upload speed, ping
• Private workspace with a desk, chair, and minimal ambient noise.
• Ability to use webcam during working hours for video interactions.
• Dedicated headset and phone provided by brighthush.

How to Apply – Join the brighthush Family

If you are passionate about delivering exceptional customer experiences, thrive in a dynamic remote setting, and want to grow with a forward‑thinking telecommunications leader, we want to hear from you. Apply today and become a vital part of the brighthush team, where your expertise will shape the future of connectivity and customer satisfaction.

Take the Next Step – Your Future Starts Here

At brighthush, you’ll find a supportive community, a clear path to advancement, and the tools you need to succeed. Apply now and help us empower connections worldwide.