Senior Customer Care Consultant – Remote Evening & Day Shift – Champion brighthush’s Premium Skincare & Wellness Experience – Expert in Customer Journey, Upselling, Brand Advocacy, and Loyalty Building

About brighthush

brighthush is more than a skincare brand – it’s a global movement that blends cutting‑edge dermatological science, responsibly sourced ingredients, and a passion for luxury into every product. From award‑winning serums that harness the latest breakthroughs in anti‑aging to restorative creams and bespoke spa treatments, our offerings are engineered to transform everyday routines into moments of indulgence. With a rapidly expanding digital footprint and a worldwide community of skincare enthusiasts, brighthush is redefining how people experience beauty, health, and well‑being. We invite customer‑centric professionals who thrive on innovation, integrity, and the personal touch that turns a routine into a ritual to join our mission.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that every interaction is an opportunity to create lasting value. Our culture is built on three pillars: innovation, integrity, and inclusivity. Whether you’re a night owl or a daytime dynamo, you’ll find a supportive team that values work‑life balance, personal well‑being, and continuous learning. We’re not just selling skincare; we’re building a community that celebrates confidence, self‑care, and empowerment. If you want to be part of a brand that is reshaping the luxury skincare landscape, this is the place for you.

Role Overview

As a Senior Customer Care Consultant, you will be the voice that embodies brighthush’s premium promise across every digital and telephonic touchpoint. Your day will be a blend of guiding new and loyal customers through their skincare journeys, resolving inquiries, and ensuring that every interaction reflects the high standards of our brand. Working remotely from 3:00 pm to 11:00 pm (with occasional weekend coverage), you’ll play a pivotal role in maintaining customer delight, driving upsell opportunities, and supporting the growth of our online community. Your expertise will help shape the brand’s reputation, foster loyalty, and accelerate revenue growth.

Key Responsibilities

• Respond to inbound calls, live chat messages, and emails within the agreed service level agreements, ensuring a swift and courteous experience.
• Accurately process orders, bookings, and enquiries, aiming for first‑time resolution within 24‑48 hours.
• Conduct personalized online and offline lifestyle consultations, tailoring product and treatment recommendations to individual needs.
• Proactively upsell and cross‑sell products and services, driving both customer satisfaction and business growth.
• Make outbound calls for booking confirmations, follow‑ups, and customer outreach initiatives.
• Stay current on product knowledge, promotions, and industry trends through ongoing training and coaching sessions.
• Document all interactions and product reactions in the CRM, ensuring data integrity and compliance with GDPR.
• Coordinate with courier partners to resolve delivery issues, including claim processing and documentation.
• Escalate complex issues to the appropriate internal teams while maintaining a calm, solution‑focused demeanor.
• Adhere strictly to company policies, procedures, and quality standards at every touchpoint.
• Collaborate with the marketing team to provide customer feedback that informs product development and promotional strategies.
• Participate in quarterly performance reviews and contribute to continuous improvement initiatives.
• Mentor junior team members on best practices for customer engagement and product knowledge.

Essential Qualifications

• Minimum of 2 years’ experience in a customer service or call centre environment.
• Fluent command of the English language, both written and spoken.
• Strong problem‑solving skills and the ability to remain calm under pressure.
• Excellent organisational and administrative abilities, with a keen eye for detail.
• Basic numeracy skills for order processing and data entry.
• Proficiency with standard office software (Word, Excel, Outlook) and CRM systems.
• Experience in a retail or sales role is highly desirable.
• Demonstrated ability to meet or exceed key performance indicators (KPIs) such as call handling time, resolution rate, and upsell targets.

Preferred Qualifications

• Prior exposure to the beauty or skincare industry.
• Experience with live chat or email support platforms.
• Knowledge of GDPR and data protection best practices.
• Comfort with handling high‑volume customer interactions during peak periods.
• Previous remote work experience, demonstrating self‑discipline and time‑management.
• Familiarity with e‑commerce platforms such as Shopify or Magento.

Skills & Competencies

• Empathy and active listening to understand customer needs.
• Clear, concise communication with a professional tone.
• Adaptability to evolving product lines and service offerings.
• Team collaboration, especially with the Team Leader and cross‑functional partners.
• Resilience and a positive attitude, even when handling challenging queries.
• Tech‑savvy mindset, comfortable navigating multiple digital platforms.
• Strong analytical skills to interpret customer data and identify trends.
• Time‑management proficiency to balance multiple concurrent tasks.

Career Growth & Learning Opportunities

At brighthush, every customer interaction is a chance to learn and grow. As a Senior Customer Care Consultant, you’ll have access to a wealth of development resources designed to sharpen your expertise and broaden your career horizons:

• Structured onboarding and continuous training modules covering product science, customer psychology, and advanced sales techniques.
• Mentorship from seasoned Team Leaders and senior brand experts.
• Clear performance metrics that open pathways to supervisory or specialist roles.
• Cross‑departmental projects, such as product launch support or digital content creation.
• Annual skill‑development budgets for certifications, workshops, or industry conferences.
• Opportunities to lead small project teams or initiatives that drive customer experience improvements.
• Access to an internal knowledge hub with the latest research, case studies, and best‑practice guides.

Work Environment & Company Culture

Working remotely from the comfort of your own home, you’ll still feel the vibrant pulse of brighthush’s culture. Our values – innovation, integrity, and inclusivity – are woven into every process, from the first customer call to the final product launch. We foster a collaborative atmosphere where ideas are shared freely, feedback is constructive, and success is celebrated collectively. Whether you’re a night owl or a daytime dynamo, you’ll find a supportive team that values work‑life balance and personal well‑being.

Key cultural touchpoints include:

• Weekly virtual “coffee chats” with cross‑functional peers.
• Monthly “innovation hackathons” where team members pitch new customer‑experience ideas.
• Annual retreats that combine team building with wellness activities.
• Recognition programs that celebrate milestones, both personal and professional.

Compensation, Perks & Benefits

While the base salary for this role is competitive within the industry, brighthush offers a comprehensive benefits package designed to support your professional and personal life:

• Generous Staff Discount: Enjoy deep discounts on all brighthush products and spa treatments, plus special rates on partner wellness brands.
• Well‑Being Policies: Enhanced maternity & paternity leave, income protection, and life assurance.
• Holiday Allowance: Generous paid time off that increases with tenure.
• Pension Scheme: Company‑matched contributions to secure your future.
• Commission Structure: Earn additional income through performance‑based incentives.
• Healthcare Cash Plan: Comprehensive medical coverage, including dental.
• Private Medical Insurance: Access to top‑tier healthcare providers.
• Employee Assistance Programme: Confidential support for you and your family.
• Cycle to Work Scheme & Season Ticket Loan: Flexible commuting options.
• Length‑of‑Service Awards: Recognition and rewards for loyalty.
• Continuous additions to our benefits portfolio.

How to Apply

If you’re ready to bring your passion for skincare, customer service, and problem‑solving to a brand that values excellence, we want to hear from you. Submit your application through the brighthush careers portal, and include a brief cover letter highlighting why you’re the perfect fit for this role. We’ll review your submission promptly and schedule a virtual interview to discuss how your skills align with our mission.

Join brighthush Today

Every conversation you have is an opportunity to make someone’s day brighter and their skin healthier. As a Senior Customer Care Consultant, you’ll be at the forefront of that mission—helping customers navigate their skincare journeys and ensuring they leave with confidence and satisfaction. If you thrive in a dynamic, customer‑centric environment and want to grow with a brand that’s redefining luxury skincare, apply now and become part of the brighthush family.