Senior Customer Experience Champion – CX Strategy, Upsell & Advocacy Lead – Driving Revenue & Loyalty at brighthush – Remote, Full‑Time

Welcome to brighthush – Where Every Interaction Sparks Innovation

At brighthush, we’re more than a technology company; we’re a movement that redefines how people connect, communicate, and thrive in a digital world. Our portfolio spans cutting‑edge wireless solutions, smart home ecosystems, and next‑generation customer service platforms—all designed to empower individuals and businesses alike. We believe that every conversation is an opportunity to build trust, deliver value, and create lasting relationships. With a mission to make connectivity effortless and meaningful, we invite you to join a team that turns everyday interactions into moments of delight.

Why Join the brighthush Team?

As a Senior Customer Experience Champion, you will be the linchpin of our CX strategy, blending frontline service excellence with strategic sales insight. You’ll operate in a fully remote, autonomy‑driven environment that values continuous learning, work‑life harmony, and a culture of innovation. In return, we offer a competitive total rewards package, a clear career ladder, and the chance to shape the future of connectivity. At brighthush, you’ll find a community of forward‑thinkers who are passionate about creating experiences that matter.

Role Overview

This pivotal role requires a blend of empathy, analytical thinking, and sales acumen. You will act as the bridge between our customers and the full spectrum of brighthush offerings, ensuring every interaction not only resolves issues but also uncovers new value. Your success will be measured by first‑contact resolution rates, upsell revenue, customer satisfaction scores, and advocacy metrics. You will be the voice that turns a routine support call into a strategic partnership.

Key Responsibilities

• First‑Contact Resolution (FCR): Resolve customer inquiries and issues on the first interaction, ensuring a smooth, hassle‑free experience.
• Proactive Value Discovery: Identify opportunities to enhance the customer journey by recommending relevant products and services that align with their needs.
• Upsell & Cross‑Sell: Convert every interaction into a sales opportunity, consistently meeting or exceeding monthly revenue targets.
• Customer Education: Provide clear, concise explanations of billing, device functionality, and service features to customers of varying technical proficiency.
• Data‑Driven Insight: Leverage customer data and analytics to personalize recommendations and anticipate future needs.
• Brand Advocacy: Serve as a brand ambassador, showcasing the full spectrum of brighthush offerings and reinforcing customer loyalty.
• Collaboration & Continuous Improvement: Participate in cross‑functional teams to refine processes, share best practices, and contribute to the evolution of our CX framework.
• Compliance & Quality Assurance: Adhere to all company policies, regulatory requirements, and quality standards while maintaining a high level of professionalism.

Essential Qualifications

• Bachelor’s degree or equivalent experience in a customer‑facing role.
• Minimum of 1 year of customer service experience, preferably in a high‑volume environment.
• At least 1 year of sales experience with a proven track record of meeting or exceeding revenue goals.
• Strong problem‑solving skills, including the ability to handle complex escalations and billing inquiries.
• Excellent verbal and written communication skills in English.
• Comfortable working a rotating schedule, including nights, weekends, and holidays.
• Self‑motivated, detail‑oriented, and capable of managing multiple priorities in a fast‑paced setting.
• Reliable home office setup: private workspace, high‑speed internet (minimum 25 Mbps), and a dedicated desk.

Preferred Qualifications

• Additional college coursework or a degree in Business, Marketing, or a related field.
• Experience with inbound and outbound sales calls, especially in the telecommunications or technology sector.
• Proficiency with Google Workspace (Docs, Sheets) and Microsoft Office Suite (Word, Excel).
• Technical troubleshooting skills for hardware, software, and network devices.
• Prior experience upselling or cross‑selling services in a subscription‑based model.
• Familiarity with CRM systems and call‑center metrics.
• Knowledge of the local market within a 75‑mile radius of Alpharetta, Georgia.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term relationships.
• Sales Acumen: Ability to identify and close opportunities while maintaining a consultative approach.
• Technical Fluency: Comfortable navigating multiple systems and troubleshooting device issues.
• Analytical Thinking: Use data to inform decisions and improve customer outcomes.
• Adaptability: Thrive in a remote, evolving environment and adjust to changing priorities.
• Collaboration: Work effectively with cross‑functional teams to drive continuous improvement.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development through:

• Structured onboarding and ongoing training programs.
• Access to industry certifications and skill‑building workshops.
• Mentorship from senior leaders and peer learning circles.
• Clear career pathways from CX Champion to CX Manager, Sales Lead, or Product Specialist.
• Regular performance reviews and personalized growth plans.

Work Environment & Culture

Our hybrid model blends the flexibility of remote work with the collaboration of in‑person sessions. You’ll receive:

• Comprehensive home‑office stipend and equipment provision.
• Quarterly in‑person training and team‑building events in Alpharetta, Georgia.
• Access to a vibrant virtual community of peers, mentors, and industry experts.
• A culture that celebrates innovation, diversity, and inclusion.
• Transparent communication from leadership and a flat hierarchy that encourages idea sharing.

Compensation, Perks & Benefits

We offer a competitive base salary, variable incentives, and a robust benefits package designed to support your well‑being and future:

• Health, dental, and vision insurance.
• Short‑ and long‑term disability coverage.
• Basic and supplemental life insurance, including AD&D.
• Identity theft protection and pet insurance.
• Group home and auto insurance.
• 401(k) plan with company match.
• Stock incentive programs.
• Paid holidays (up to 8 per year) and personal days (up to 6 per year).
• Parental leave, adoption assistance, and tuition reimbursement.
• Flexible vacation policy: 15 days for new hires, increasing with tenure.
• Shift differentials, overtime, and holiday pay for eligible roles.

Home Office Requirements

To ensure a productive remote experience, you must:

• Maintain a private, quiet workspace.
• Have a reliable, direct‑connect cable or fiber modem with a minimum speed of 25 Mbps.
• Use a dedicated desk and ergonomic chair.
• Participate in periodic home‑audit video checks to confirm workspace compliance.
• Be located within the contiguous United States.

How to Apply

Ready to elevate your career and make a real impact? Submit your application through our careers portal or click the link below. Even if you don’t meet every “even better” qualification, we encourage you to apply—your unique experience could be exactly what we’re looking for.

Apply to the Senior Customer Experience Champion Position

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.