Senior Customer Experience Analyst – Multichannel Support & CX Optimization Specialist (Remote, Latin America) – Data‑Driven Success Leader at brighthush

About brighthush

brighthush is more than an e‑commerce platform – it’s a catalyst for entrepreneurship across Latin America. By fusing state‑of‑the‑art technology, actionable data insights, and an unwavering commitment to customer success, we empower brands to launch, scale, and thrive online. Our mission is simple yet powerful: transform the dreams of our users into stories that cross borders, while delivering a service experience that becomes a competitive edge in an increasingly crowded marketplace. With a growing community of over 50,000 merchants and a footprint that spans Mexico, Brazil, Colombia, and beyond, brighthush is at the forefront of the digital commerce revolution in the region.

Why This Role Matters

Customer experience is the heartbeat of any platform that connects buyers and sellers. As a Senior Customer Experience Analyst, you will be the guardian of every interaction our clients have with brighthush. Your expertise will shape the narrative of our brand’s relationship with its users, directly influencing satisfaction, retention, and the overall growth trajectory of the platform. In a fast‑paced, data‑centric environment, you will turn complex challenges into elegant, scalable solutions that elevate the entire ecosystem. If you thrive on data, love turning insights into action, and want to make a tangible impact on millions of entrepreneurs, brighthush is the place for you.

Key Responsibilities

• Multichannel Support Excellence: Deliver timely, accurate, and empathetic assistance across 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 provide 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 brighthush’s support platform. 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 brighthush’s support platform.
• 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 Senior 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.
• Collaboration & Transparency: Open communication channels and shared decision‑making empower every team member.
• Work‑Life Balance: Flexible schedules, unlimited vacation, and a focus on mental well‑being.

Compensation & Perks

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

• Base salary aligned with market standards for senior CX roles in Latin America.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Equity or stock‑option opportunities to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off, flexible working hours, and a fully remote work setup.
• Regular team‑building events, virtual coffee chats, and a vibrant internal community.

How to Apply

If you are ready to elevate customer experience to new heights, bring data‑driven insights to the forefront, and help shape the future of e‑commerce in Latin America, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Join brighthush and turn every customer interaction into a story of success.