Seasoned Remote Customer Experience Specialist – Bicycles & Outdoor Gear – Driving Global Customer Journeys and Brand Loyalty at brighthush

About brighthush

brighthush has been a trailblazer in the outdoor and cycling world for over forty years. What began as a small bicycle shop in Bloomington, Minnesota, has blossomed into a global community of more than 800 passionate employees who share a single, electrifying mission: to ignite movement, adventure, and connection through cutting‑edge cycling solutions. From high‑performance road and mountain bikes to the latest accessories, every product is engineered with an unwavering commitment to quality, sustainability, and rider satisfaction.

Our brand is built on a foundation of relentless customer focus. From the first click on our e‑commerce platform to the moment a rider pedals into the sunset, we strive to deliver seamless, memorable experiences. Our culture thrives on creativity, collaboration, and continuous improvement, empowering team members to bring fresh ideas to life. As a remote‑first organization, we trust our people to work from anywhere in the United States, providing the flexibility that fuels productivity while maintaining the same high standards of service and teamwork that define our brand.

Position Overview

We are seeking a proactive, customer‑centric Remote Customer Experience Specialist to become the first point of contact for our valued customers. In this role, you will manage inquiries across phone, email, and web‑based channels, ensuring every interaction reflects brighthush’s commitment to excellence. You will collaborate closely with our sales, brand support, and technical teams to resolve product, order, and shipping questions, while also maintaining accurate customer records in our CRM system.

As a key member of our customer experience team, you will:

• Serve as the frontline representative for brighthush, delivering high‑quality service across phone, email, and web interactions (70%).
• Field inbound technical and product‑related questions with confidence and clarity.
• Enter and manage orders with precision, ensuring data integrity and timely fulfillment.
• Provide comprehensive answers about brighthush services, website navigation, and related technical inquiries.
• Investigate and resolve shipping‑related questions, coordinating with logistics partners when necessary.
• Process returns and issue credits efficiently, following company policies and customer expectations.
• Collaborate with the sales and brand support teams to ensure seamless customer journeys and upsell opportunities.
• Utilize and continuously learn SAP, the brighthush B2B commerce website, CRM, SharePoint, Genesys Cloud, and other organizational tools (10%).
• Collect, document, and maintain customer information and interactions via CRM (15%).
• Participate in department‑specific meetings, new product releases, and proactively pursue education and technical expertise to stay relevant (5%).
• Assist with additional tasks and responsibilities as assigned by Customer Service Leadership.

Essential Qualifications

• 1–2 years of relevant experience in customer service, sales, or a consumer‑facing role.
• Fluency in modern bicycle technology and current industry trends.
• Strong time‑management skills and the ability to prioritize tasks in a fast‑paced environment.
• Demonstrated ambition and drive to contribute to an outstanding customer experience.
• Excellent interpersonal and oral communication skills, with a pleasant and professional tone.
• Proficiency in written communication, including the ability to draft clear, concise, and engaging responses.
• Comfortable following directions and working autonomously, making real‑time decisions in a high‑volume setting.
• Team‑player mentality, willing to step in for colleagues on short notice.
• Computer literacy, with a typing speed of 25–30 words per minute.
• 1+ year of bicycle industry experience in customer service, operations, mechanics, or sales.

Preferred Qualifications

• Experience with SAP, Genesys Cloud, SharePoint, or similar enterprise platforms.
• Prior exposure to B2B commerce environments.
• Knowledge of logistics and shipping processes within the retail sector.
• Multilingual abilities, especially in languages commonly spoken by our customer base.
• Certification or coursework in customer experience management or related fields.

Skills & Competencies

• Customer‑First Mindset: Passion for solving problems and creating memorable interactions.
• Technical Aptitude: Ability to quickly learn and navigate complex software and systems.
• Adaptability: Thrives in a dynamic environment with evolving priorities.
• Attention to Detail: Accuracy in data entry, documentation, and follow‑up.
• Collaboration: Works effectively across departments to achieve shared goals.
• Resilience: Maintains composure under pressure and turns challenges into opportunities.

Career Growth & Learning Opportunities

At brighthush, every role is a stepping stone toward greater responsibility and impact. As a Remote Customer Experience Specialist, you will:

• Gain exposure to cross‑functional teams, including Sales, Marketing, Product Development, and Logistics.
• Participate in ongoing training programs covering product knowledge, customer service best practices, and emerging technologies.
• Earn certifications in CRM, SAP, or other relevant tools through our partnership with leading e‑learning platforms.
• Progress into senior customer support roles, team lead positions, or specialized product support tracks.
• Contribute to process improvement initiatives that shape the future of brighthush’s customer experience strategy.

Work Environment & Culture

brighthush fosters a culture of inclusivity, innovation, and work‑life balance. As a remote team member, you will enjoy:

• Flexible scheduling that respects your personal commitments.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• A collaborative atmosphere where ideas are valued and feedback is constructive.
• Access to a digital resource hub that includes product manuals, troubleshooting guides, and community forums.
• A commitment to sustainability, reflected in our eco‑friendly packaging, carbon‑neutral shipping options, and community outreach programs.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for remote customer service roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Generous employee discounts on bicycles, accessories, and apparel.
• Paid “bike‑to‑work” stipend and reimbursement for maintenance and safety gear.
• Paid volunteer days to support local community initiatives.
• Technology stipend and provision of a high‑performance laptop, monitor, headset, and ergonomic accessories for remote work.
• Access to a wellness program featuring virtual fitness classes, mental health resources, and mindfulness workshops.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re joining a movement that celebrates movement, adventure, and community. You’ll:

• Work with a passionate team that values creativity, curiosity, and continuous learning.
• Play a pivotal role in shaping the customer experience for a global audience.
• Enjoy the flexibility of remote work while staying connected through vibrant virtual collaboration.
• Benefit from a culture that rewards initiative, fosters professional growth, and prioritizes well‑being.

How to Apply

Ready to ride the wave of innovation with brighthush? Submit your resume and a brief cover letter highlighting your customer service experience, passion for bicycles, and why you’re the perfect fit for this role. We look forward to exploring how your skills and enthusiasm can help us elevate the brighthush experience for every rider.