Senior Customer Experience Associate – Champion Brand Loyalty & Drive Satisfaction in Sustainable Luxury Retail at brighthush
About brighthush
brighthush is a trailblazer in the luxury retail sector, redefining what it means to offer high‑quality, timeless products at prices that truly reflect their value. Since our founding in 2018, we have combined meticulous craftsmanship with radical price transparency, eliminating unnecessary middlemen and leveraging just‑in‑time manufacturing to keep costs low while upholding the highest standards of quality. Our partnerships with world‑class producers are built on shared commitments to sustainability, fair wages, and ethical production practices.
Operating on a direct‑to‑consumer (DTC) model, brighthush listens to our customers in real time, iterates quickly, and delivers products that stand the test of time. This approach has cultivated a vibrant community of millions of loyal customers who trust brighthush for functional, beautiful essentials that elevate everyday life.
Why brighthush?
- Mission‑Driven Culture – Every team member is part of a movement to democratize luxury and promote responsible consumption.
- Fast‑Paced Growth – We’re scaling rapidly, creating new challenges, rapid learning opportunities, and the chance to shape the future of the brand.
- Impactful Work – Your day‑to‑day actions directly influence customer satisfaction, product development, and brand perception.
- Transparent Pricing & Beautiful Products – We’re proud of our design ethos and our commitment to honest, clear pricing.
The Role: Customer Experience Associate
As a Customer Experience Associate at brighthush, you will be the human heartbeat behind every interaction. You’ll connect with customers across chat, email, phone, and social media, delivering thoughtful service that reflects our brand’s values of quality, trust, and sustainability. Your role is pivotal in turning every customer touchpoint into a memorable experience that reinforces loyalty and drives advocacy.
Key Responsibilities
- Own each customer interaction from start to finish, ensuring clarity, care, and confidence.
- Resolve issues with empathy, turning challenges into positive experiences that reinforce brand loyalty.
- Navigate our suite of tools—CRM, knowledge base, and ticketing systems—efficiently while maintaining a personal touch.
- Document and share insights on recurring patterns to help improve the overall customer experience.
- Become a product expert, guiding customers authentically and recommending solutions that align with their needs.
- Maintain CSAT scores of ≥ 4.8/5, First‑Contact Resolution ≥ 80%, and QA scores ≥ 95%.
- Meet or exceed all Service Level Agreements (SLAs): chat response ≤ 60 s, email response ≤ 4 h, phone average handle time ≤ 60 s.
- Contribute at least one actionable improvement per month to our continuous improvement program.
What Success Looks Like
Success in this role means consistently high customer satisfaction, a deep understanding of our product line, and a proactive mindset that drives process improvements. You’ll be measured not only on metrics but also on your ability to embody brighthush’s brand values in every interaction. A successful associate consistently turns first‑time customers into repeat advocates, elevates brand perception, and contributes to the continuous refinement of our customer experience strategy.
Essential Qualifications
- High School diploma or GED.
- Minimum 2 years of customer service experience, preferably in a remote environment.
- Proven ability to build relationships and resolve issues effectively.
- Dedicated, quiet workspace with reliable high‑speed internet (75 + Mbps download / 10 + Mbps upload).
- Strong written and verbal communication skills.
- Comfortable with adopting new tools and technologies quickly.
- Empathy, authenticity, and a passion for delivering exceptional service.
Preferred Qualifications
- Experience in the luxury or sustainable retail sector.
- Knowledge of CRM platforms such as brighthush.
- Previous exposure to quality assurance processes and metrics.
- Multilingual abilities (any additional language is a plus).
- Experience with data analysis or reporting tools.
Skills & Competencies
- Digital Intelligence – Quick to learn and master new software, tools, and processes.
- Empathy & Brand Ambassadorship – Builds loyalty through warm, polished, and authentic interactions.
- Ownership – Takes full responsibility for outcomes and anticipates customer needs.
- Adaptability – Thrives amid change while maintaining calm and consistency.
- Communication – Clear, concise, and professional in all written and verbal exchanges.
- Problem‑Solving – Analytical mindset to diagnose issues and propose effective solutions.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. Your journey could include:
- Specialist Tracks – Deepen your expertise in specific product categories such as Home, Jewelry, or Health & Wellness.
- Leadership Tracks – Progress from Senior Associate to Team Lead and eventually to CX Manager.
- Enablement Tracks – Focus on Quality & Training or Workforce Management to shape the next generation of customer experience professionals.
- Regular training sessions, mentorship programs, and access to industry conferences.
- Cross‑functional projects that expose you to product development, marketing, and operations.
Work Environment & Company Culture
- Remote‑first culture with flexible scheduling and guaranteed hours.
- Collaborative, high‑performing team that values ownership and autonomy.
- Transparent communication from leadership to frontline staff.
- Inclusive environment that celebrates diversity and promotes equal opportunity.
- Regular team events, virtual coffee chats, and community service initiatives.
Compensation & Benefits
- Competitive hourly rate starting at $21/hour, increasing to $22/hour after 90 days.
- Performance bonus up to $1,000/month based on individual and team metrics.
- Three‑week paid training and onboarding period.
- Set schedule with guaranteed hours to support work‑life balance.
- Comprehensive benefits package: medical, dental, vision, life, disability, and 401(k) with company match.
- Referral bonuses of up to $1,000 for bringing in top talent.
- Access to wellness programs, employee discounts on brighthush products, and ongoing professional development.
Equal Opportunity & Hiring Integrity
brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, disability, or any other protected status.
Ready to Make a Difference?
If you are passionate about delivering world‑class customer service, thrive in a fast‑paced, mission‑driven environment, and want to help shape the future of sustainable luxury retail, we want to hear from you. Join brighthush and become part of a team that values innovation, integrity, and the relentless pursuit of customer delight.