Seasoned Remote Customer Experience Specialist – Elevate Athlete Journeys, Drive Product Innovation, and Shape the Future of Fitness Gear at brighthush

About brighthush

brighthush is more than a brand; it’s a movement that reimagines the way athletes experience performance, style, and sustainability. From smart fabrics that monitor heart rate and stride to eco‑friendly accessories that empower every workout, our products are engineered to help athletes of all levels reach their peak. Behind every stitch and sensor is a global community of designers, engineers, and customer‑centric professionals who thrive on collaboration, creativity, and a relentless pursuit of excellence. Whether you’re a seasoned pro or just starting your fitness journey, brighthush is committed to delivering an unforgettable experience from the moment a customer places an order to the final installation of their gear.

Why Join brighthush?

At brighthush, we believe that great customer experience is the cornerstone of innovation. As a Remote Customer Experience Specialist, you will:

• Shape the customer journey across every touchpoint, ensuring each interaction feels personal, timely, and impactful.
• Collaborate with cross‑functional teams – Product, Engineering, Marketing – to translate real‑world feedback into tangible product enhancements.
• Accelerate your career through mentorship, continuous learning, and a clear advancement path that rewards initiative and results.
• Enjoy a comprehensive benefits package that includes health, dental, vision, and wellness stipends.
• Work from anywhere – our fully remote model gives you the freedom to balance life and work while staying connected to a vibrant, global team.

Role Overview

As the frontline advocate for our customers, you will ensure every interaction is seamless, positive, and memorable. Your day‑to‑day duties will include:

• Multi‑Channel Support: Respond to inquiries via phone, email, live chat, and social media, maintaining a consistent brand voice.
• Issue Resolution: Diagnose and resolve order, shipping, product, and installation issues with a focus on first‑contact resolution.
• Process Improvement: Identify recurring pain points and collaborate with Product and Engineering to implement solutions.
• Knowledge Management: Update and maintain the internal knowledge base, FAQs, and troubleshooting guides.
• Customer Advocacy: Collect and analyze customer feedback, turning insights into actionable recommendations.
• Reporting & Analytics: Track key metrics (CSAT, NPS, response time) and present findings to leadership.
• Team Collaboration: Participate in daily stand‑ups, cross‑team workshops, and continuous improvement initiatives.

Essential Qualifications

We’re looking for candidates who bring a blend of experience, empathy, and a passion for fitness. The ideal applicant will:

• Have a minimum of 1 year of professional customer service experience, preferably in e‑commerce or fitness‑related industries.
• Demonstrate strong verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Show a positive, solution‑oriented attitude, even under high‑volume or high‑stress situations.
• Be proficient with CRM platforms (e.g., Salesforce, Zendesk) and basic data entry.
• Possess a reliable internet connection, a quiet workspace, and a modern headset.
• Have a genuine interest in fitness, wellness, or sports technology.

Preferred Qualifications

While not mandatory, the following skills and experiences will set you apart:

• Experience with live chat and social media support.
• Knowledge of order fulfillment processes and logistics.
• Proficiency in multiple languages.
• Experience with data analysis tools (e.g., Excel, Tableau).
• Background in product testing or beta program participation.

Core Competencies & Skills

Success in this role requires a blend of technical, interpersonal, and analytical abilities:

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to help.
• Problem‑Solving: Ability to troubleshoot, think critically, and propose creative solutions.
• Time Management: Prioritize tasks, manage multiple tickets, and meet SLA targets.
• Collaboration: Work effectively with remote teams across time zones.
• Adaptability: Thrive in a fast‑moving, evolving environment.
• Tech Savvy: Comfortable learning new tools and platforms quickly.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Remote Customer Experience Specialist, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, customer service best practices, and industry trends.
• Mentorship from senior customer experience leaders.
• Clear career pathways – Customer Success Manager, Team Lead, or Product Feedback Lead.
• Opportunities to lead cross‑functional projects that influence product development.
• Annual learning stipend for courses, certifications, or conferences.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to excellence. Key highlights include:

• Fully remote, flexible schedule with core hours for team syncs.
• Regular virtual coffee chats, team‑building events, and wellness challenges.
• Inclusive environment that celebrates diversity and encourages open dialogue.
• Commitment to sustainability – our products are designed with eco‑friendly materials.
• Recognition programs that celebrate achievements and milestones.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote customer experience roles.
• Performance‑based bonuses tied to customer satisfaction metrics.
• Health, dental, and vision insurance for you and your dependents.
• Flexible paid time off and a generous parental leave policy.
• Wellness stipend for gym memberships, fitness apps, or home workout equipment.
• Employee stock purchase plan and equity options.
• Access to our product line at discounted rates.

How to Apply

Ready to elevate the customer experience and join a team that’s shaping the future of fitness? Click the link below to submit your application and become part of the brighthush family.

Apply to this Remote Customer Experience Specialist position at brighthush

Join brighthush Today!

At brighthush, we’re more than just a brand – we’re a movement. If you’re passionate about delivering world‑class customer service, thrive in a remote setting, and want to grow alongside a dynamic, innovative team, we want to hear from you. Apply now and help us create unforgettable experiences for athletes worldwide.