Senior Customer Experience Advisor – Remote (Latin America) – Champion Customer Satisfaction, Drive Brand Loyalty, Shape the Future of Wellness at brighthush

About brighthush

brighthush is not just a brand; it’s a movement that reimagines wellness and lifestyle for the modern consumer. With a presence that spans North America, Latin America, and beyond, we fuse cutting‑edge technology, science‑backed products, and a customer‑first philosophy to deliver experiences that feel personal, empowering, and transformative. Our mission is simple yet ambitious: to help every individual live their best life by offering premium products, expert guidance, and a support experience that feels like a trusted friend.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that people are the heartbeat of innovation. Our remote‑first culture means you can work from the comfort of your home in Mexico, Colombia, or anywhere across Latin America, while staying tightly connected to a global team that thrives on collaboration, curiosity, and continuous improvement. We celebrate diversity, champion creative problem‑solving, and reward high performance with clear career pathways, learning opportunities, and a culture that feels like a second family.

Role Overview

As a Senior Customer Experience Advisor, you will be the living embodiment of brighthush’s brand values. You’ll be the first point of contact for customers seeking help, and the voice that turns a simple interaction into a memorable moment of delight. Your day-to-day will involve resolving inquiries, guiding customers through product journeys, and collaborating with cross‑functional teams—Product, Sales, Operations, and Marketing—to continuously elevate the customer experience.

Key Responsibilities

• Customer Inquiry Resolution: Handle email, chat, and phone inquiries with speed, accuracy, and empathy, aiming for a high first‑contact resolution rate and a CSAT score above 90%.
• Product Knowledge Champion: Master the full brighthush product portfolio, including new launches and seasonal collections, to provide tailored recommendations that drive satisfaction and incremental sales.
• Order & Returns Management: Process orders, returns, exchanges, and warranty claims in line with company policies, ensuring a frictionless experience that reinforces trust.
• Performance Excellence: Meet or exceed individual and team metrics—CSAT, NPS, AHT, and upsell targets—while maintaining a professional, upbeat tone.
• Continuous Improvement: Identify gaps in processes or knowledge, propose actionable solutions, and partner with the Customer Experience Improvement Team to implement enhancements.
• Brand Advocacy: Uphold a positive, courteous tone in every interaction, reinforcing brighthush’s reputation for outstanding service and authentic brand storytelling.
• Data‑Driven Insight: Log and analyze customer feedback, trends, and pain points to inform product development, marketing strategies, and operational improvements.
• Team Collaboration: Share best practices, mentor junior advisors, and contribute to a culture of knowledge sharing across time zones.

Essential Qualifications

• Minimum of 2–3 years of customer service experience in a call center, retail, or e‑commerce environment.
• Fluent in English (written and spoken); Spanish proficiency is mandatory.
• Strong problem‑solving skills with the ability to think on your feet and provide creative, customer‑centric solutions.
• Proficiency with computers and customer service software (CRM, ticketing systems, knowledge bases).
• Comfortable working a flexible schedule, including evenings, weekends, and holidays.
• Demonstrated resilience and composure under pressure, with a track record of turning challenging interactions into positive outcomes.
• Experience with data analytics tools or basic reporting is a plus.

Preferred Qualifications

• Experience in a high‑volume, remote customer support role.
• Background in sales or upselling within a customer service context.
• Knowledge of e‑commerce platforms and order management systems.
• Multilingual capabilities beyond English and Spanish.
• Previous exposure to wellness or lifestyle brands.

Core Competencies

• Customer Focus: A genuine passion for understanding and exceeding customer expectations.
• Communication: Clear, concise, and empathetic communication across all channels.
• Attention to Detail: Precision in documentation, data entry, and process adherence.
• Conflict Resolution: Ability to de‑escalate tense situations and find mutually beneficial solutions.
• Sales Acumen: Skill in identifying upsell and cross‑sell opportunities without compromising service quality.
• Adaptability: Quick to learn new tools, policies, and product updates.
• Team Collaboration: Willingness to share insights and support peers across time zones.

Career Growth & Learning Opportunities

At brighthush, we view every interaction as a stepping stone toward professional growth. As a Senior Customer Experience Advisor, you will have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on product updates, industry trends, and advanced customer service techniques.
• Opportunities to transition into specialized roles such as Customer Success Manager, Product Support Specialist, or Operations Analyst.
• Leadership development tracks for high‑performing individuals, paving the way to managerial positions.
• Annual performance reviews that align your career goals with brighthush’s strategic objectives.
• Access to a digital learning platform and a professional development budget for courses, certifications, and conferences.

Work Environment & Culture

Our remote‑first culture empowers you to work from the comfort of your home while staying connected to a vibrant, global team. We celebrate diversity, encourage open communication, and foster an environment where every voice is heard. Regular virtual team gatherings, wellness initiatives, and community outreach programs keep us connected and motivated. At brighthush, you’ll find:

• Flexible work hours that respect your personal and cultural commitments.
• Weekly virtual coffee chats with peers across Latin America.
• Monthly wellness challenges that promote physical and mental health.
• Annual virtual retreats that bring the team together for learning and celebration.
• A culture that values transparency, accountability, and continuous improvement.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that reflects your expertise and the value you bring to our customers. In addition to base pay, we provide:

• Performance‑based bonuses tied to customer satisfaction and sales metrics.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Flexible paid time off (PTO) and holiday schedule aligned with local observances.
• Access to a digital learning platform and a professional development budget.
• Employee discount program for brighthush products.
• Regular virtual team events and recognition programs.
• Opportunity to participate in global initiatives such as sustainability projects and community outreach.

How to Apply

If you are passionate about delivering world‑class customer experiences, thrive in a dynamic remote setting, and want to be part of a brand that values innovation and integrity, we encourage you to apply. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Experience team. We look forward to learning how your skills and values align with our mission to empower customers worldwide.

Join brighthush Today

Become a pivotal part of a brand that is reshaping the customer journey. Your expertise will help us build lasting relationships, drive growth, and create memorable experiences for customers worldwide. Apply now and start your journey with brighthush—where your impact is felt, your growth is supported, and your voice matters.