Senior Customer Experience Advocate – Warranty & Claims Resolution Specialist – Championing Customer Delight, Operational Excellence, Continuous Improvement, and Strategic Process Innovation at brighthush

About brighthush

In the ever‑evolving world of home improvement, customers no longer settle for a product that simply works—they demand a partnership that delivers peace of mind from the first click to the final installation. brighthush is redefining that partnership. By fusing state‑of‑the‑art technology with an uncompromising focus on service, we empower contractors, retailers, and homeowners to achieve flawless installations and unparalleled post‑sale care. Our mission is simple yet powerful: build trust through every touchpoint, turning ordinary transactions into extraordinary experiences that last a lifetime.

Why This Role Matters

As the frontline advocate for every warranty claim or service request, you will be the linchpin that keeps our promise of quality and reliability intact. Your work will directly influence customer satisfaction scores, repeat business, and brand reputation. In an era where digital reviews can make or break a company, your ability to resolve issues swiftly, accurately, and with empathy will set brighthush apart. You will become the voice that turns a potential complaint into a story of trust, turning a single interaction into a lifelong customer.

What You’ll Do

In this dynamic role, you’ll own the entire lifecycle of warranty and claims cases, from intake to resolution. You’ll collaborate with cross‑functional teams, drive process improvements, and mentor junior advocates—all while maintaining the highest standards of customer delight.

Key Responsibilities

Case Lifecycle Ownership

• Full‑Cycle Management – Own each case from intake to closure, ensuring no detail is overlooked. This includes initial triage, data capture, and final resolution documentation.
• Root‑Cause Analysis – Conduct thorough investigations, identify underlying issues, and recommend corrective actions that align with product terms and warranty coverage. Use data analytics tools to uncover patterns and prevent future claims.
• Remediation Design – Craft tailored remediation plans, whether that involves part replacements, on‑site repairs, or credit issuance. Collaborate with engineering, logistics, and field teams to design the most efficient solution.
• Case Escalation Management – Identify cases that exceed your Level of Authority (LOA) and proactively engage senior managers for approval. Document escalation rationale and track resolution status.
• Customer Communication – Serve as the primary point of contact for customers, stores, contractors, and internal teams across phone, email, chat, and ticketing systems. Provide clear, concise, and timely communication.

Remedy Execution & Coordination

• Order Fulfillment – Place and track orders for replacement parts, generate work orders, and coordinate third‑party inspections. Maintain a real‑time inventory dashboard to avoid delays.
• Service Dispatch – Schedule and confirm service appointments with contractors, ensuring timely and accurate delivery of solutions. Manage a dynamic calendar and communicate updates to all stakeholders.
• Documentation & Compliance – Maintain meticulous case logs, update CRM records, and produce fulfillment and billing reports. Ensure all documentation meets regulatory and internal audit standards.
• Quality Assurance – Verify that all remediation actions meet brighthush quality standards and warranty terms before final case closure.

Team Leadership & Continuous Improvement

• Temporary Lead – Step into a leadership role when managers are absent, ensuring seamless team operations. Mentor junior advocates and maintain workflow continuity.
• Mentorship & Coaching – Coach peers on best practices, case handling techniques, and product knowledge. Foster a culture of learning and collaboration.
• Process Enhancement – Contribute to initiatives that streamline workflows, reduce resolution time, and elevate customer experience. Propose and pilot process changes, measuring impact through KPIs.
• Cross‑Functional Collaboration – Partner with product, engineering, logistics, and field service teams to align on warranty policy updates, product improvements, and field support strategies.

Essential Qualifications

• Education – High school diploma or GED required; some college, technical school, or equivalent experience preferred.
• Experience – 1–3 years in customer complaint, warranty, or claims resolution within retail, home improvement, or installed‑services environments.
• Technical Proficiency – Advanced skills in Microsoft Office (Word, Excel, Outlook), CRM and case management systems, ERP (SAP, NetSuite), work order platforms (CMC), inspection tracking (SFV Tracker), and live chat tools (Live Person).
• Quantitative Ability – Comfortable performing calculations involving square footage, ratios, percentages, and other measurement units.
• Language Skills – Bilingual proficiency is a plus but not mandatory.

Preferred Qualifications

• Experience in a fast‑paced, high‑volume customer service environment.
• Deep knowledge of warranty policies and product specifications across multiple brands.
• Prior exposure to field service coordination and contractor management.
• Demonstrated ability to work extended hours or flexible schedules to meet critical deadlines.
• Experience with data‑driven decision making and process improvement initiatives.

Skills & Competencies

Success at brighthush requires a blend of analytical thinking, customer focus, and collaborative spirit. Key competencies include:

• Investigative Judgment – Evaluate incomplete or conflicting information to uncover root causes.
• Decision‑Making & Accountability – Own decisions, follow through on commitments, and take responsibility for outcomes.
• Customer Focus – Build strong relationships, understand needs, and deliver solutions that exceed expectations.
• Detail Orientation – Maintain meticulous documentation and adhere to policies while ensuring error‑free work.
• Collaboration & Teamwork – Work effectively with cross‑functional partners and foster a culture of shared success.
• Adaptability & Prioritization – Thrive in a dynamic environment, juggling multiple cases and shifting priorities.
• Ethics & Integrity – Uphold the highest standards of honesty, transparency, and compliance with company policies.
• Communication Excellence – Convey complex information clearly and professionally across all channels.
• Technology Fluency – Quickly adapt to new tools, platforms, and data analytics solutions.
• Continuous Learning – Seek out opportunities to grow knowledge and apply new skills to improve service.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Senior Customer Experience Advocate, you will:

• Advance to senior or managerial roles within the Customer Experience or Claims Management divisions.
• Participate in cross‑functional projects that shape product support strategies and customer journey improvements.
• Access ongoing training in product knowledge, warranty policies, and emerging customer service technologies.
• Benefit from mentorship programs that pair you with seasoned leaders in the industry.
• Earn certifications in customer service excellence, data analysis, or project management through our internal learning platform.
• Attend industry conferences and workshops to stay ahead of market trends.
• Lead initiatives that influence company‑wide process improvements and innovation.

Work Environment & Company Culture

Our culture at brighthush is built on transparency, innovation, and a relentless focus on customer delight. You’ll find:

• A collaborative, inclusive workplace that values diverse perspectives.
• Flexible work arrangements, including remote options and flexible hours to support work‑life balance.
• Regular team huddles, knowledge sharing sessions, and open forums for feedback.
• A commitment to sustainability and community engagement through volunteer initiatives.
• Recognition programs that celebrate individual and team achievements.
• Access to a digital collaboration hub that keeps everyone connected, regardless of location.
• Opportunities to contribute to company‑wide initiatives that shape the future of home‑improvement support.

Compensation, Perks, and Benefits

While specific figures may vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards and your experience level.
• Performance‑based bonuses tied to case resolution metrics and customer satisfaction scores.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Employee wellness programs, including gym memberships and mental health resources.
• Professional development budget for conferences, courses, and certifications.
• Employee referral bonuses and recognition incentives.
• Access to a flexible spending account for healthcare and dependent care.
• Employee stock purchase plan to share in the company’s growth.

Why Join brighthush?

When you become a Senior Customer Experience Advocate at brighthush, you’ll be part of a mission‑driven organization that places customer trust at the heart of everything we do. You’ll have the autonomy to own cases, the support to grow your skill set, and the platform to make a tangible impact on our customers’ lives. If you’re passionate about turning challenges into opportunities, thrive in a fast‑moving environment, and want to be part of a forward‑thinking team, we encourage you to apply today.

Ready to elevate your career and help shape the future of customer experience at brighthush? Submit your application now and join a company that values excellence, innovation, and the power of a great customer journey.