Senior Customer Experience Analyst – Multichannel Support & CX Optimization at brighthush

About brighthush

brighthush is a trailblazing e‑commerce platform that empowers entrepreneurs and brands across Latin America to launch, grow, and scale their online businesses with confidence. By combining cutting‑edge technology, data‑driven insights, and a relentless focus on customer success, brighthush transforms the way businesses connect with their audiences. Our mission is simple: help our users turn their dreams into stories that transcend borders, while delivering an out‑of‑the‑box quality service that becomes a critical differentiator in a crowded marketplace.

Why Join the brighthush Customer Experience Team?

As a Customer Experience Analyst, you will be the guardian of every interaction our clients have with brighthush. You’ll not only solve problems but also shape the narrative of our brand’s relationship with its users. Your work will directly influence user satisfaction, retention, and ultimately, the growth trajectory of our platform. If you thrive in a fast‑paced, data‑centric environment and love turning complex challenges into elegant solutions, brighthush is the place for you.

Key Responsibilities

• Multichannel Support Excellence: Provide timely, accurate, and empathetic assistance via email, chat, WhatsApp, social media, and phone. Each interaction should reflect the highest quality standards and reinforce the brighthush brand.
• Problem Resolution & Guidance: Clarify doubts, troubleshoot platform issues, and offer actionable guidance on e‑commerce strategy, marketing, and operations. Your expertise should help clients unlock the full potential of the brighthush platform.
• Data‑Driven Insight Generation: Track and analyze CX performance metrics (CSAT, NPS, first‑contact resolution, average handling time, etc.). Use these insights to recommend process improvements and drive continuous quality enhancements.
• Ticketing System Mastery: Manage support tickets efficiently using Zendesk (or equivalent). Ensure tickets are categorized, prioritized, and resolved within SLA thresholds.
• Team Collaboration & Autonomy: Work closely with cross‑functional teams—Product, Engineering, Marketing, and Sales—to surface user pain points and influence product roadmap decisions.
• Innovation Champion: Embrace and advocate for AI‑powered tools (chatbots, automated routing, sentiment analysis) that streamline support workflows and elevate the customer experience.
• Continuous Learning & Knowledge Sharing: Maintain an up‑to‑date knowledge base, contribute to internal documentation, and mentor junior analysts on best practices.

Essential Qualifications

• Proven experience in multichannel customer service (phone, chat, WhatsApp, social media).
• Familiarity with CX performance metrics and a track record of using data to drive improvements.
• Hands‑on experience with ticketing systems, preferably Zendesk.
• Strong written and verbal communication skills with impeccable grammar and clarity.
• Customer‑centric mindset with genuine enthusiasm for helping people.
• Excellent teamwork and collaboration abilities.
• Full‑time availability in one of the following schedules: Mon‑Fri 9 am‑6 pm or Mon‑Fri 1 pm‑10 pm. (First three weeks onboarding: Mon‑Fri 9 am‑6 pm.)

Preferred Qualifications

• Background in logistics, distribution, postal services, or e‑commerce operations.
• Experience in B2B customer service or support for e‑commerce platforms.
• Knowledge of design, image editing, and front‑end web technologies (HTML/CSS/JS).
• Residence in São Paulo (or willingness to relocate).

Skills & Competencies

• Analytical Thinking: Ability to dissect complex problems and propose data‑driven solutions.
• Technical Aptitude: Comfortable learning new software, APIs, and AI tools quickly.
• Empathy & Emotional Intelligence: Understand user frustrations and respond with genuine care.
• Time Management: Prioritize tasks effectively while maintaining high quality.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly.
• Communication: Articulate ideas clearly in both written and spoken form.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Experience Analyst, you will:

• Progress to senior analyst or team lead roles, overseeing larger support initiatives.
• Move into product management or CX strategy positions, shaping the future of our platform.
• Participate in cross‑functional projects that influence product development, marketing, and sales.
• Access continuous learning resources, including free weekly Spanish classes, coding workshops, and industry conferences.
• Benefit from mentorship programs that pair you with senior leaders across the organization.

Work Environment & Culture

brighthush is a #remote‑first company that values flexibility, autonomy, and purpose. Our culture is built on:

• Continuous Challenge: We encourage you to think big, experiment, and take ownership of outcomes.
• Protagonism: Your ideas matter. We celebrate initiative and reward results.
• Inclusivity & Diversity: We foster an environment where every voice is heard Apply for this job