Senior Customer Experience Agent – High Value Items & Trust & Risk Specialist – Remote & Phoenix Hub – Brighthush

Welcome to Brighthush – Where Live Commerce Meets Innovation

Brighthush is redefining the way people buy, sell, and discover the items they love. From rare trading cards and vintage fashion to cutting‑edge electronics and living plants, our marketplace empowers sellers to build thriving businesses while giving buyers an unparalleled live‑shopping experience. As the largest live‑commerce platform in North America and Europe, Brighthush is at the forefront of a new industry that blends real‑time interaction with the convenience of e‑commerce.

We’re not just a marketplace; we’re a community of creators, collectors, and entrepreneurs who share a passion for discovery. Our culture is built on curiosity, speed, and a relentless focus on impact. Whether you’re a seasoned professional or a fresh talent, Brighthush offers a dynamic environment where your ideas can shape the future of commerce.

About the Role: Customer Experience Agent – High Value Items

As a key member of the High Value Items (HVI) team, you will be the guardian of trust and fairness on Brighthush. Your primary mission is to resolve complex, high‑value transaction disputes with precision, empathy, and speed. You’ll work closely with buyers, sellers, and cross‑functional partners to ensure that every case is handled transparently and that our marketplace remains a safe, reliable place for commerce.

Why This Role Matters

• High‑value transactions represent a significant portion of our revenue; fair resolution protects both our users and our brand.
• Your investigative work directly influences seller trust, buyer satisfaction, and overall marketplace health.
• You’ll be at the intersection of Trust & Risk and Customer Experience, blending analytical rigor with a customer‑first mindset.

Key Responsibilities

• End‑to‑End Case Management: Investigate and resolve complex high‑value item disputes from initial claim to final resolution, ensuring fairness and compliance with marketplace policies.
• Market Value Assessment: Determine accurate fair market value for missing or incorrect items to support reimbursement decisions and seller payouts.
• Queue & SLA Management: Efficiently process assigned queues and backlogs while maintaining high quality and meeting service‑level agreements.
• Stakeholder Communication: Provide thoughtful, empathetic support to both buyers and sellers, ensuring all parties feel heard and informed.
• Escalation & Incident Leadership: Escalate billbacks, managed‑seller updates, or urgent user actions to the appropriate manager or Slack channel; act as Incident Commander for escalated or SEV cases in collaboration with CatEx and TnR.
• Trend Analysis & Process Improvement: Identify patterns in claims, item categories, or seller behavior to proactively reduce risk and enhance operational processes.
• Collaboration Across Teams: Work closely with Trust & Risk, CatEx, Policy, and CX to align on outcomes, share insights, and maintain consistency across the organization.
• Continuous Learning: Stay up‑to‑date with marketplace policies, industry trends, and emerging risks to provide informed, data‑driven decisions.

Essential Qualifications

• Minimum 2 years of experience in customer support, Trust & Safety, or a related field handling email and/or chat interactions.
• Strong investigative judgment: ability to assess incomplete or conflicting information, surface key evidence, and make fair, balanced decisions.
• Excellent collaboration skills: proven ability to work effectively with cross‑functional teams such as Trust & Risk, CatEx, Policy, and CX.
• Critical thinking and adaptability: comfortable navigating unique, high‑visibility cases beyond standard SOPs.
• Clear, empathetic communication: adept at handling sensitive, high‑stakes scenarios while maintaining professionalism and trust.
• Experience with social media, parcel delivery, marketplace sellers, vendors, payment processors, and/or fraud operations.
• Solid understanding of e‑commerce and marketplace operations.
• Proficiency with customer‑facing systems such as Zendesk, Kustomer, or Intercom.
• Weekend availability is required.

Preferred Qualifications

• Knowledge of sports cards, trading cards, or niche collectibles.
• Experience in a high‑volume, fast‑paced marketplace environment.
• Background in data analysis or risk modeling.
• Familiarity with payment processing and dispute resolution workflows.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex cases, identify root causes, and recommend actionable solutions.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships with users.
• Problem‑Solving: Creative and decisive approach to resolving disputes and mitigating risk.
• Communication: Clear, concise, and empathetic written and verbal communication.
• Team Collaboration: Strong interpersonal skills and a collaborative spirit across cross‑functional teams.
• Adaptability: Comfortable working in a rapidly evolving environment and adjusting to new priorities.
• Time Management: Efficiently manage multiple cases while maintaining high quality and meeting deadlines.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Experience Agent, you’ll have the chance to:

• Progress to senior or lead roles within the HVI team or broader Trust & Risk organization.
• Take on mentorship responsibilities, guiding new hires and sharing best practices.
• Participate in cross‑functional projects that shape product features, policy updates, and risk mitigation strategies.
• Access continuous learning resources, including workshops, certifications, and industry conferences.
• Benefit from a culture that rewards initiative, innovation, and measurable impact.

Work Environment & Culture at Brighthush

Brighthush thrives on a blend of flexibility and collaboration. While the role is remote, we value in‑person time for planning, problem‑solving, and connection. Team members in this position must live within commuting distance of our Phoenix hub, where they can join us for weekly stand‑ups, hackathons, and community events.

Our culture is built on:

• Transparency: Open communication channels and a commitment to honest feedback.
• Innovation: Encouraging experimentation and learning from failure.
• Inclusivity: A diverse workforce that reflects the communities we serve.
• Work‑Life Balance: Flexible schedules, generous time‑off policies, and support for personal well‑being.
• Dogfooding: Employees are encouraged to use Brighthush as both buyers and sellers, fostering deep product understanding.

Compensation, Perks, and Benefits

While specific salary ranges are tailored to experience and market conditions, Brighthush offers a competitive compensation package that includes:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance options.
• 401(k) retirement plan with employer match up to 4% of base salary (US employees).
• International pension plans for employees outside the US.
• Generous paid time off, including vacation, sick leave, and personal days.
• Monthly allowances for cell phone, internet, and wellness activities.
• Annual childcare allowance and lifetime benefits for family planning (adoption, fertility, etc.).
• 16 weeks of paid parental leave plus a gradual return‑to‑work program.
• Home‑office setup allowance and remote work support.
• Monthly “dog‑food” allowance to keep the Brighthush app running smoothly.

How to Apply

If you’re ready to bring your investigative expertise, customer‑centric mindset, and passion for live commerce to a fast‑growing, impact‑driven team, we’d love to hear from you. Submit your application through our careers portal and join Brighthush in shaping the future of live shopping.

Brighthush – Equal Opportunity Employer

Brighthush is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law.

We look forward to welcoming you to the Brighthush family, where your work will help millions of people turn their passions into thriving businesses.