Senior Customer Experience & Business Operations Specialist – Championing Support Excellence, Process Optimization, and Digital Inclusion for brighthush

About brighthush

brighthush is a trailblazing nonprofit that fuses cutting‑edge technology with a deep commitment to social impact. Our core mission is to close the digital divide by delivering reliable wireless broadband and transformative grantmaking programs to schools, libraries, community centers, and nonprofits across the United States. Every connection we establish becomes a gateway to education, economic opportunity, and civic engagement for underserved communities. If you are passionate about technology, service, and creating measurable change, brighthush offers a platform where your work can literally change lives.

Why This Role Matters

In a world where reliable internet access is a prerequisite for success, the Senior Customer Experience & Business Operations Specialist is the linchpin that keeps our partners thriving. You will be the bridge between our users and the technology that powers their daily operations, ensuring that every interaction—whether a support ticket, onboarding session, or data report—reflects the highest standards of care and efficiency. By mastering both frontline support and strategic process improvement, you’ll help brighthush maintain its reputation as a trusted partner for nonprofits, schools, and libraries nationwide.

Key Responsibilities

• Customer Support Excellence: Respond to support tickets, emails, and live chat inquiries with empathy, clarity, and a solutions‑first mindset. Escalate complex issues to engineering or product teams while maintaining a positive customer experience.
• Account Onboarding & Training: Guide new partners through setup, configuration, and best‑practice adoption. Deliver live walkthroughs, create onboarding playbooks, and ensure partners feel confident using our broadband solutions.
• Documentation & Knowledge Management: Capture detailed records of customer interactions, troubleshooting steps, and resolution outcomes in our CRM and internal knowledge base. Continuously refine documentation to reduce repeat inquiries.
• Process Optimization: Identify bottlenecks in support workflows, propose enhancements, and collaborate with cross‑functional teams to implement scalable solutions. Champion a culture of continuous improvement.
• Data Tracking & Reporting: Generate regular reports on ticket volume, resolution times, customer satisfaction scores, and operational metrics. Translate data into actionable insights for leadership.
• Stakeholder Collaboration: Work closely with Sales, Product, and Engineering to relay user feedback, prioritize feature requests, and ensure alignment with organizational goals.
• Continuous Learning: Stay current on industry trends, emerging technologies, and best practices in customer experience and operations. Share knowledge with the team through lunch‑and‑learn sessions.

Essential Qualifications

• Minimum of 2 years of customer support experience in technology, telecom, education, libraries, nonprofits, or government sectors.
• Proven ability to troubleshoot complex technology products and guide users through resolution steps.
• Hands‑on experience with CRM and ticketing systems such as Salesforce, HubSpot, Zendesk, or similar platforms.
• Strong analytical skills with a track record of using data to drive process improvements.
• Excellent written and verbal communication skills in English, with the ability to translate technical jargon into user‑friendly language.
• Self‑motivated, detail‑oriented, and capable of managing multiple priorities in a fast‑paced environment.
• Legal authorization to work in the United States without sponsorship.

Preferred Qualifications

• Experience working in a nonprofit or social impact organization.
• Familiarity with wireless broadband technologies, network troubleshooting, or related hardware.
• Knowledge of grantmaking processes and the unique challenges faced by nonprofits and libraries.
• Proficiency in additional CRM platforms (e.g., Microsoft Dynamics, Zoho) and data visualization tools (e.g., Tableau, Power BI).
• Demonstrated success in leading or participating in cross‑departmental process improvement initiatives.
• Strong project management skills, with experience using Agile or Lean methodologies.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Aptitude: Comfortable navigating multiple software systems, troubleshooting hardware/software issues, and learning new tools quickly.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose actionable solutions.
• Communication: Clear, concise, and empathetic communication across all channels—written, verbal, and visual.
• Collaboration: Proven ability to work effectively with cross‑functional teams, building consensus and driving results.
• Adaptability: Thrive in a dynamic environment where priorities shift and new challenges arise.
• Time Management: Prioritize tasks, meet deadlines, and maintain high quality under pressure.

Career Growth & Learning Opportunities

At brighthush, professional growth is a shared journey. As a Senior Customer Experience & Business Operations Specialist, you’ll have the chance to:

• Advance into senior support or operations roles, such as Support Lead, Operations Manager, or Customer Success Manager.
• Take on project leadership responsibilities, driving cross‑departmental initiatives that shape the future of our services.
• Participate in continuous learning programs, including certifications in Salesforce Administration, Project Management, and Data Analytics.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends in technology and nonprofit service delivery.
• Contribute to brighthush’s strategic roadmap by providing frontline insights that inform product development and service enhancements.

Work Environment & Company Culture

brighthush is built on a foundation of collaboration, transparency, and purpose. Our remote‑first culture empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open communication channels via Slack, Teams, and email.
• Flexible work hours that respect work‑life balance.
• A culture of recognition, where achievements are celebrated and contributions are valued.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and respected.

Compensation & Benefits

We offer a competitive salary range of USD 45,760 – 54,080 per year, commensurate with experience and qualifications. In addition to base pay, you’ll enjoy:

• Generous paid time off (PTO) and holiday schedule.
• Health, dental, and vision insurance options.
• 401(k) retirement plan with employer match.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness program, including mental health resources and virtual fitness classes.
• Opportunity to work on projects that directly impact underserved communities and drive social change.

How to Apply

If you’re ready to combine your passion for customer service with a meaningful mission, we’d love to hear from you. Submit your application through our career portal or click the link below to apply directly.

Apply to this role at brighthush

Join brighthush and Make a Difference

Every day, brighthush partners with nonprofits, schools, and libraries to bring reliable broadband to communities that need it most. As a Senior Customer Experience & Business Operations Specialist, you’ll be at the forefront of this mission, ensuring that our partners receive the support and guidance they need to thrive. If you’re a proactive, tech‑savvy professional who thrives in a collaborative, purpose‑driven environment, we invite you to apply and help us shape the future of digital inclusion.