Senior Customer Experience Advisor – Remote, Latin America – Elevate Customer Satisfaction & Drive Brand Loyalty at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric brand that redefines the way people experience wellness and lifestyle products. With a global footprint that spans North America, Latin America, and beyond, we blend cutting‑edge technology with a passion for delivering exceptional service. Our mission is simple: empower every customer to live their best life by providing top‑tier products, insightful guidance, and a seamless support experience.

Why Join brighthush?

At brighthush, we believe that our people are our greatest asset. We cultivate a culture of innovation, collaboration, and continuous learning. As a remote team member based in Latin America—particularly Mexico or Colombia—you’ll enjoy the flexibility of working from home while staying closely aligned with our global Customer Experience team. You’ll be part of a fast‑growing organization that values diversity, encourages creative problem‑solving, and rewards high performance.

Role Overview

As a Senior Customer Experience Advisor, you will be the frontline ambassador of brighthush’s brand values. Your primary focus will be to resolve customer inquiries, drive satisfaction, and identify opportunities to enhance the overall customer journey. You will collaborate with cross‑functional teams—including Product, Sales, and Operations—to ensure that every interaction reflects the quality and integrity that brighthush stands for.

Key Responsibilities

• Customer Inquiry Resolution: Respond to email and chat inquiries with speed, accuracy, and empathy, aiming for a high first‑contact resolution rate.
• Product Knowledge Champion: Maintain an in‑depth understanding of our product portfolio, enabling you to provide tailored recommendations and support that drive customer delight and incremental sales.
• Order & Returns Management: Process orders, returns, exchanges, and warranty claims in accordance with company policies, ensuring a frictionless experience for the customer.
• Performance Excellence: Meet or exceed individual and team metrics, including customer satisfaction scores (CSAT), Net Promoter Score (NPS), and average handling time (AHT).
• Continuous Improvement: Identify gaps in processes or knowledge, propose actionable solutions, and collaborate with the Customer Experience Improvement Team to implement enhancements.
• Professionalism & Brand Advocacy: Uphold a positive, courteous tone in every interaction, reinforcing brighthush’s reputation for outstanding service.
• Data‑Driven Insight: Log and analyze customer feedback, trends, and pain points to inform product development and marketing strategies.

Essential Qualifications

• Minimum of 1–2 years of customer service experience in a call center, retail, or e‑commerce environment.
• Fluent in English (both written and spoken); Spanish proficiency is highly desirable.
• Strong problem‑solving skills with the ability to think on your feet and provide creative 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.

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 (Shopify, Magento, etc.) and order management systems.
• Experience with data analytics tools or basic reporting.
• Multilingual capabilities beyond English and Spanish.

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 invest heavily in the professional development of our team members. 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.

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.

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.
• Access to a digital learning platform and professional development budget.
• Employee discount program for brighthush products.
• Regular virtual team events and recognition programs.

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.

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.