Senior Customer Experience Advisor – Remote, Shift‑Based, Full & Part‑Time – Championing Customer Delight, Loyalty, and Continuous Improvement at brighthush

About brighthush

brighthush is more than an e‑commerce platform – it’s a cultural revolution that redefines how people shop, connect, and experience digital convenience. From a modest startup in a single city to a household name across Romania and beyond, brighthush now boasts a vibrant community of over 6,000 colleagues who share a single, powerful mission: to make every customer interaction memorable, every purchase effortless, and every day at work inspiring.

Our success is built on a foundation of cutting‑edge technology, data‑driven insights, and a human‑centric service philosophy. We combine the speed of automation with the warmth of genuine human touch, ensuring that every click, call, or chat feels personal and purposeful. At brighthush, we believe that growth is a shared journey—one that is nurtured through continuous learning, mentorship, and career development programs that empower our teams to thrive both professionally and personally.

Why Join brighthush?

• Impactful Work: Every customer call, chat, or email you handle directly influences satisfaction scores, repeat purchases, and brand loyalty.
• Flexibility: Work remotely from anywhere in Romania, with a shift schedule that accommodates early birds, night owls, and everything in between.
• Clear Growth Path: Progress from entry‑level adviser to senior adviser, team lead, or specialist roles in product, operations, or analytics.
• Culture of Inclusion: A diverse, supportive community that values every voice and encourages collaboration across teams.
• Competitive Perks: Tuition reimbursement, retirement plan, wellness programs, and regular team events (virtual or in‑person).
• Technology‑First Mindset: Work with the latest CRM, analytics, and collaboration tools that keep you at the forefront of the industry.
• Global Reach, Local Touch: Serve a growing international customer base while staying connected to local communities and initiatives.

Key Responsibilities

As a Senior Customer Experience Advisor at brighthush, you will be the frontline ambassador of our brand, ensuring that every customer interaction is handled with professionalism, empathy, and efficiency. Your day‑to‑day tasks will include:

• Resolving customer inquiries and issues across multiple channels (phone, chat, email, and social media) with a focus on speed and accuracy.
• Providing detailed product information, usage tips, and personalized recommendations to help customers make informed purchase decisions.
• Escalating complex issues to the appropriate internal teams while maintaining clear communication and follow‑up.
• Maintaining accurate records of customer interactions in our CRM system, ensuring data integrity and compliance with privacy standards.
• Participating in continuous improvement initiatives, such as process reviews, knowledge base updates, and training sessions.
• Collaborating with cross‑functional teams (Marketing, Logistics, Product) to share insights and drive customer‑centric solutions.
• Adhering to quality standards, response time metrics, and customer satisfaction KPIs.
• Mentoring junior advisers, sharing best practices, and contributing to the development of onboarding materials.
• Analyzing customer feedback trends and presenting actionable insights to leadership.
• Actively contributing to the creation and refinement of customer journey maps and service blueprints.
• Championing a culture of continuous learning by staying updated on industry trends, new product features, and emerging customer service technologies.

Essential Qualifications

• No prior experience required – we value enthusiasm, a willingness to learn, and a customer‑first mindset.
• Strong verbal and written communication skills in both English and Romanian.
• Positive, proactive attitude with a genuine desire to help others.
• Ability to work flexible shifts, including early mornings (06:00) to late evenings (00:00).
• Basic computer literacy and comfort navigating multiple software platforms.
• High school diploma or equivalent; higher education is a plus.
• Strong problem‑solving skills and the ability to think on your feet.
• High level of professionalism and a commitment to maintaining brand integrity.
• Self‑motivation and the ability to thrive in a remote, autonomous work environment.

Preferred Qualifications

• Experience in a customer‑service or call‑center environment.
• Familiarity with CRM tools (e.g., Zendesk, Salesforce) or similar platforms.
• Knowledge of e‑commerce best practices and online shopping trends.
• Multilingual abilities beyond English and Romanian.
• Previous exposure to data entry, reporting, or quality assurance tasks.
• Experience with remote collaboration tools such as Slack, Teams, or Zoom.
• Understanding of GDPR and data protection regulations.

Core Skills & Competencies

• Customer Empathy: Understanding and anticipating customer needs to deliver personalized solutions.
• Problem‑Solving: Quickly diagnosing issues and proposing effective resolutions.
• Time Management: Balancing multiple conversations while meeting response time targets.
• Adaptability: Thriving in a fast‑paced, constantly evolving e‑commerce environment.
• Team Collaboration: Working seamlessly with colleagues across departments to achieve shared goals.
• Attention to Detail: Maintaining accurate records and ensuring compliance with data protection regulations.
• Communication: Clear, concise, and courteous communication across all channels.
• Analytical Thinking: Ability to interpret data and translate insights into actionable improvements.
• Resilience: Maintaining composure under pressure and turning challenges into opportunities.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone. As you build expertise in customer service, you’ll have the chance to:

• Advance to Senior Adviser, where you’ll mentor new hires and influence service strategy.
• Transition into specialized tracks such as Product Support, Logistics Coordination, or Data Analytics.
• Lead cross‑functional projects that shape the customer journey across the entire platform.
• Participate in our brighthush Academy, a comprehensive learning hub offering courses in communication, conflict resolution, and e‑commerce fundamentals.
• Earn certifications in customer experience (CX) and related fields, supported by tuition reimbursement.
• Attend industry conferences, webinars, and workshops to stay ahead of market trends.
• Receive regular performance reviews that highlight growth areas and reward achievements.
• Explore lateral moves into product management, marketing analytics, or operations to broaden your skill set.
• Contribute to the development of new customer‑centric initiatives that drive brand differentiation.

Work Environment & Culture

Our remote‑first culture means you can work from the comfort of your home while staying connected to a vibrant team. We foster:

• Transparent Communication: Regular town‑hall meetings, open‑door policy, and real‑time collaboration tools.
• Inclusive Values: Celebrating diversity, encouraging diverse perspectives, and ensuring equal opportunities for all.
• Well‑Being Focus: Flexible work hours, mental health resources, and wellness challenges.
• Recognition & Rewards: Monthly shout‑outs, performance bonuses, and peer‑to‑peer appreciation programs.
• Community Engagement: Volunteer days, sustainability initiatives, and social impact projects.
• Learning Culture: Continuous skill development, knowledge sharing, and mentorship programs.
• Technology‑Enabled Collaboration: State‑of‑the‑art tools that enable seamless communication across time zones.
• Work‑Life Balance: Policies that support personal commitments while maintaining high service standards.

Compensation & Benefits

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

• Base salary commensurate with market standards for entry‑level customer service roles.
• Performance‑based incentives tied to customer satisfaction metrics.
• Comprehensive health and dental insurance plans.
• Retirement savings plan with company match.
• Tuition reimbursement for approved courses and certifications.
• Paid time off, including vacation, sick leave, and public holidays.
• Employee assistance program and mental health support.
• Regular virtual team events, skill‑sharing sessions, and wellness challenges.
• Access to a company‑wide knowledge base and internal training portal.
• Flexible work‑from‑home stipend to support home office setup.

How to Apply

Ready to start your journey with brighthush? Click the link below to submit your application and join a team that values growth, innovation, and customer delight.

Apply to this role at brighthush

Join brighthush Today!

At brighthush, we’re not just building an e‑commerce platform; we’re crafting experiences that resonate with millions of customers. If you’re passionate about helping people, thrive in a dynamic environment, and are eager to grow alongside a forward‑thinking company, we want to hear from you. Take the first step toward a rewarding career that blends flexibility, impact, and continuous learning.

Apply now and become a vital part of the brighthush family—where every customer interaction is an opportunity to shine.