Senior Customer Experience Champion – Live‑Stream Shopping Marketplace Specialist – Spearheading Social Commerce Innovation Across Lebanon, Jordan, and Egypt at brighthush

Welcome to brighthush – The Future of Live‑Stream Shopping in the MENA Region

Imagine a marketplace where the line between browsing and buying blurs into a vibrant, real‑time conversation. At brighthush, we’re turning that vision into reality. Our platform fuses cutting‑edge technology, community‑driven interaction, and instant purchasing into a seamless live‑stream experience that captivates millions of shoppers across Lebanon, Jordan, and Egypt. We’re not just selling products; we’re creating moments, building trust, and redefining how people discover and buy online.

Why brighthush Is the Ideal Launchpad for Your Career

When you join brighthush, you step into a high‑velocity, purpose‑driven ecosystem where every decision shapes the next wave of social commerce. Here’s what makes us stand out:

• Scale & Impact – Own the end‑to‑end customer journey for a rapidly growing user base, directly influencing product evolution.
• Cross‑Functional Collaboration – Partner with product, engineering, marketing, and operations to translate user insights into tangible platform enhancements.
• Remote Flexibility – Work from anywhere in Lebanon, Jordan, or Egypt, with flexible hours that respect local time zones.
• Competitive Compensation – Receive a market‑aligned salary, equity in a high‑growth startup, and a comprehensive benefits package.
• Career Growth – Accelerate your trajectory through mentorship, continuous learning, and clear pathways to senior or managerial roles.

Your Role: Senior Customer Experience Champion

As a Senior Customer Experience Champion, you will be the frontline advocate for both buyers and sellers on our live‑stream marketplace. Your mission is to ensure every interaction feels seamless, trustworthy, and engaging. You’ll handle real‑time marketplace issues, manage user feedback loops, and directly influence the community’s health and satisfaction.

Key Responsibilities

• First‑Line Support Lead – Act as the primary point of contact for all buyer and seller inquiries, resolving issues related to orders, accounts, shipping, and live‑stream functionalities.
• Multi‑Channel Excellence – Deliver empathetic, rapid assistance across chat, email, and dedicated helpdesk channels, maintaining a world‑class customer experience.
• Issue Investigation & Resolution – Conduct thorough investigations of transactional problems, coordinating with operations, tech, and dispute‑resolution teams to close tickets efficiently.
• Seller Enablement & Training – Guide sellers through platform features, troubleshoot technical glitches before or during live shows, and provide best‑practice coaching.
• Feedback Capture & Reporting – Systematically collect community feedback, identify recurring pain points, and present actionable insights to product and marketing leaders.
• Trust & Safety Stewardship – Monitor flagged user reports, enforce community guidelines, and collaborate with the safety team to mitigate violations.
• Process & System Improvement – Identify patterns in support volume, propose workflow or tool enhancements, and champion initiatives that reduce friction and improve resolution times.
• Knowledge Base & Training Content – Create, update, and maintain internal knowledge bases, FAQs, and training modules for both customers and internal teams.
• Performance Metrics & Analytics – Track KPIs such as response time, resolution rate, and CSAT scores; generate regular reports and dashboards for leadership.
• Community Engagement – Participate in live‑stream sessions, answer live questions, and act as a brand ambassador to foster trust and loyalty.

Essential Qualifications

• Language Proficiency – Full professional fluency in both English and Arabic (written and spoken) is mandatory.
• Communication Mastery – Exceptional written and verbal communication skills, with the ability to convey clarity, warmth, and professionalism across digital channels.
• Empathy & Patience – Strong natural empathy and the capacity to remain calm and customer‑focused under pressure.
• Problem‑Solving Mindset – Demonstrated ability to diagnose complex issues, think critically, and propose proactive solutions.
• Organizational Excellence – Highly organized, capable of juggling multiple tickets, tools, and internal systems simultaneously.
• Tech Savvy – Comfortable using CRM and helpdesk platforms and basic data tools such as Excel and Google Sheets.
• Adaptability – Thrive in a fast‑changing environment, quickly learning new processes, tools, and market dynamics.
• Customer‑Centric Mindset – A genuine desire to help users succeed and a commitment to delivering exceptional service.

Preferred Qualifications

• Prior experience in an e‑commerce marketplace or creator‑focused digital platform.
• Hands‑on experience with industry‑standard customer support software.
• Personal passion for or familiarity with social commerce, live‑streaming apps, or online marketplaces.
• Experience working in a remote or distributed team environment.
• Knowledge of MENA market consumer behavior and cultural nuances.
• Experience in data analysis, reporting, or process improvement initiatives.

Skills & Competencies

• Analytical Thinking – Ability to analyze data, identify patterns, and translate insights into actionable improvements.
• Collaboration & Influence – Strong teamwork skills, comfortable working cross‑functionally with product, engineering, marketing, and operations.
• Time Management – Prioritize tasks, manage multiple tickets, and meet deadlines in a high‑volume environment.
• Continuous Learning – Eagerness to stay updated on industry trends, new technologies, and best practices in customer support.
• Leadership Potential – Demonstrated ability to mentor junior teammates and lead initiatives.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. As a Senior Customer Experience Champion, you will:

• Participate in monthly knowledge‑sharing sessions with product and engineering teams.
• Access a curated library of online courses, certifications, and industry conferences.
• Receive mentorship from senior leaders who guide your career trajectory.
• Transition into senior support roles, product management, or operations leadership.
• Contribute to strategic initiatives that shape the future of social commerce in the MENA region.
• Lead cross‑functional projects that drive platform innovation and customer satisfaction.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared passion for innovation. We value:

• Flexibility – Remote work from Lebanon, Jordan, or Egypt with flexible hours that accommodate local time zones.
• Inclusivity – A diverse team that respects and celebrates cultural differences.
• Innovation – A startup mindset that encourages experimentation, rapid iteration, and learning from failure.
• Recognition – Regular shout‑outs, peer recognition, and performance bonuses for outstanding contributions.
• Well‑being – Access to mental health resources, wellness programs, and a supportive work environment.
• Community – Regular virtual and in‑person team‑building events to foster camaraderie and shared purpose.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a comprehensive package designed to support your well‑being and growth:

• A competitive base salary aligned with market standards for the MENA region.
• Equity options that allow you to share in the company’s long‑term success.
• Health and dental coverage for you and your immediate family.
• Annual performance bonuses and milestone rewards.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Access to a digital wellness platform and mental health support.
• Regular team‑building events, both virtual and in‑person, to foster camaraderie.

Application Process

Our streamlined hiring journey ensures a respectful and efficient experience for all candidates:

1. Application Submission – Submit your resume and cover letter through our online portal.
2. HR Screening – Our HR team reviews your application and conducts a brief phone screening.
3. First Business Interview – A conversation with a senior member of the Customer Experience team to assess fit and experience.
4. Second Business Interview – A deeper dive with cross‑functional leaders to evaluate problem‑solving and cultural alignment.
5. Technical/Case Assessment – A live support simulation or case study to demonstrate your skills in real‑time scenarios.
6. Offer & Onboarding – Successful candidates receive an offer letter and a comprehensive onboarding plan.

Ready to Join the brighthush Revolution?

Bring your passion for customer service, your love for live‑streaming, and your drive to make shopping unforgettable. Click the link below to submit your application and become part of a team that is redefining social commerce in the MENA region.