Senior Customer Experience Champion – Remote Advanced Sales & Technical Support Specialist, Upsell & Customer Success Executive in Telecom at brighthush – Champion Innovation, Loyalty, and Sustainable Growth

Welcome to brighthush – Where Connectivity Meets Innovation

brighthush is not just a telecom provider; it is a catalyst for digital transformation, empowering individuals and businesses to stay connected, collaborate, and thrive in an increasingly interconnected world. From lightning‑fast mobile networks to ultra‑high‑speed home internet and a growing ecosystem of smart devices, we deliver convenience, creativity, and reliability to everyday life. Our mission is simple yet powerful: to make every interaction seamless, joyful, and transformative.

Why Your Next Career Should Be at brighthush

When you join the brighthush family, you step into a culture that celebrates bold ideas, continuous learning, and measurable impact. We believe that great customer experiences start with great people, and we invest heavily in our talent to help them grow, innovate, and lead.

• Career Momentum: Structured career ladders, mentorship, and real‑world projects that accelerate your professional trajectory.
• Cross‑Functional Collaboration: Work hand‑in‑hand with product, marketing, engineering, and operations teams to shape the future of connectivity.
• Global Reach, Local Impact: Serve millions of customers worldwide while making a tangible difference in their daily lives.
• Hybrid Flexibility: Enjoy the freedom of remote work with the occasional in‑person gathering to foster community and collaboration.
• Innovation‑First Mindset: Be part of a company that constantly experiments, learns, and adapts to deliver best‑in‑class solutions.

Role Overview: Senior Customer Experience Champion

As a Senior Customer Experience Champion, you will be the linchpin between our customers and the entire brighthush ecosystem. You will lead advanced sales initiatives, provide technical support at the highest level, and drive upsell opportunities while ensuring customer success. Your influence will shape product roadmaps, improve service delivery, and elevate brand loyalty across our global customer base.

Key Responsibilities

• Advanced Sales Leadership: Own the end‑to‑end sales cycle for premium telecom solutions, from prospecting to closing, ensuring revenue targets are met or exceeded.
• Technical Support Excellence: Lead a team of support engineers to resolve complex technical issues, reducing mean time to resolution (MTTR) and enhancing customer satisfaction.
• Upsell & Cross‑Sell Strategy: Identify and execute upsell opportunities, leveraging data analytics to recommend tailored solutions that increase average revenue per user (ARPU).
• Customer Success Management: Develop and implement customer success plans, ensuring high adoption rates, low churn, and long‑term retention.
• Process Optimization: Continuously refine support workflows, sales scripts, and knowledge bases to improve efficiency and quality of service.
• Stakeholder Collaboration: Partner with product, engineering, marketing, and finance teams to translate customer feedback into actionable product enhancements.
• Metrics & Reporting: Track key performance indicators (KPIs) such as NPS, CSAT, churn rate, and upsell revenue; present insights to senior leadership.
• Team Leadership & Development: Mentor junior team members, conduct performance reviews, and foster a culture of continuous improvement.
• Compliance & Security: Ensure all customer interactions adhere to regulatory standards and data privacy best practices.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer forums, positioning the brand as a trusted partner.

Essential Qualifications

• Experience: Minimum 7 years in telecom or related high‑tech industry, with at least 3 years in a senior sales or customer success role.
• Technical Proficiency: Deep understanding of network infrastructure, VoIP, fiber optics, and cloud‑based communication platforms.
• Leadership Skills: Proven track record of managing cross‑functional teams, driving results, and fostering a high‑performance culture.
• Analytical Mindset: Ability to interpret complex data sets, derive actionable insights, and influence strategic decisions.
• Communication Excellence: Exceptional verbal and written communication skills, with the ability to articulate technical concepts to non‑technical stakeholders.
• Customer‑Centric Approach: Passion for delivering outstanding customer experiences and a deep empathy for user pain points.
• Problem‑Solving: Strong troubleshooting skills, with a knack for diagnosing and resolving escalated technical issues swiftly.
• Adaptability: Comfortable working in a fast‑paced, evolving environment and managing multiple priorities simultaneously.
• Education: Bachelor’s degree in Business, Engineering, Computer Science, or a related field; MBA or advanced certifications (e.g., CCNA, PMP) are a plus.

Preferred Qualifications

• Experience with SaaS billing systems and subscription management platforms.
• Knowledge of AI/ML applications in customer support and predictive analytics.
• Previous exposure to global markets and multicultural teams.
• Certifications in Customer Success Management (CSM) or similar.
• Fluency in multiple languages, especially English and Spanish.

Skills & Competencies Required for Success

• Strategic Vision: Ability to align customer experience initiatives with business objectives.
• Data‑Driven Decision Making: Proficiency in using analytics tools (e.g., Tableau, Power BI) to monitor performance.
• Project Management: Skilled in Agile and Scrum methodologies to deliver projects on time and within scope.
• Negotiation & Influence: Strong negotiation skills to close deals and influence cross‑functional stakeholders.
• Emotional Intelligence: High EQ to manage customer escalations and lead diverse teams.
• Technology Fluency: Comfortable with CRM platforms (Salesforce, HubSpot), helpdesk systems (Zendesk, ServiceNow), and collaboration tools (Slack, Teams).
• Continuous Learning: Commitment to staying current with industry trends, emerging technologies, and best practices.

Career Growth Opportunities & Learning Benefits

• Clear advancement path to Director of Customer Experience or Head of Sales & Support.
• Access to internal training programs, industry certifications, and leadership workshops.
• Mentorship from senior executives and cross‑departmental learning initiatives.
• Opportunity to lead high‑impact projects that shape the future of telecom services.
• Participation in global conferences, hackathons, and innovation labs.

Work Environment & Company Culture at brighthush

At brighthush, we foster a culture of inclusivity, curiosity, and collaboration. Our remote‑first model empowers you to work from anywhere while staying connected through virtual team rituals, quarterly town halls, and spontaneous virtual coffee breaks. We celebrate diversity, encourage experimentation, and reward bold ideas that drive customer delight. Our values—customer obsession, ownership, and continuous improvement—are embedded in every project and interaction.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual, team, and company goals.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Flexible paid time off (PTO) and a generous parental leave policy.
• Unlimited learning budget for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual tech stipend for home‑office equipment and high‑speed internet.
• Employee referral bonuses and recognition programs.

How to Apply

Ready to lead the next wave of customer experience innovation at brighthush? Submit your resume and a cover letter detailing your relevant experience and why you’re the ideal fit for this role.

Apply Now

Closing Statement

At brighthush, we don’t just provide connectivity; we create experiences that empower people to achieve more. If you are a visionary leader with a passion for customer success, advanced sales, and technical excellence, we invite you to join our mission. Together, we will shape the future of telecom, drive sustainable growth, and deliver unparalleled value to our customers worldwide.