Senior Customer Experience Champion – Remote Advanced Sales & Technical Support Specialist with Upsell & Customer Success Leadership – brighthush

Welcome to brighthush – Where Connectivity Meets Innovation

brighthush isn’t just a telecom provider; it’s a movement that empowers people to stay connected, collaborate, and thrive in an increasingly digital world. From blazing‑fast mobile networks to ultra‑high‑speed home internet and a growing ecosystem of smart devices, we bring convenience, creativity, and reliability into 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’re stepping 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.

Position Overview

As a Senior Customer Experience Champion on the brighthush Customer Experience (CX) team, you will be the frontline hero who turns every customer interaction into a memorable experience. Your role blends technical troubleshooting, consultative sales, and genuine empathy to resolve issues, uncover upsell opportunities, and build lasting loyalty.

Key Responsibilities

• First‑Contact Resolution (FCR): Resolve the majority of customer inquiries—ranging from device troubleshooting to billing questions—within the first interaction whenever possible.
• Proactive Value Discovery: Leverage data insights, customer history, and behavioral cues to recommend relevant brighthush products or services that enhance the customer’s experience.
• Sales & Upsell Execution: Meet or exceed monthly sales targets by promoting brighthush offerings such as mobile plans, home internet, and smart home solutions.
• Customer Education: Translate complex technical concepts into clear, concise explanations that empower customers to use their devices confidently.
• System Navigation: Efficiently use CRM, billing, and support tools to access customer records, update information, and document interactions.
• Escalation Management: Identify and route complex issues to specialized teams, following established escalation protocols.
• Continuous Improvement: Participate in post‑interaction reviews, share best practices, and contribute to process enhancements that elevate service quality.
• Team Collaboration: Attend regular virtual huddles and occasional in‑person meetings to align on goals, share insights, and celebrate successes.

Essential Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum of 1 year of customer service experience, preferably in a telecom or technology environment.
• Demonstrated sales experience with a proven track record of meeting or exceeding revenue targets.
• Strong problem‑solving skills and the ability to handle escalated customer concerns with empathy and professionalism.
• Excellent verbal and written communication skills in English.
• Comfortable working a rotating shift schedule, including nights, weekends, and holidays.
• Self‑motivated and capable of managing a remote work environment with a private, dedicated workspace.

Preferred Qualifications

• Experience with Google Workspace (Docs, Sheets, Slides) and Microsoft Office Suite (Word, Excel, PowerPoint).
• Technical troubleshooting experience for hardware, software, and network devices.
• Prior exposure to inbound and outbound sales calls.
• Knowledge of brighthush product portfolio and the broader telecom market.
• Experience in a quota‑based environment with a history of exceeding performance metrics.

Core Competencies & Skills

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Analytical Thinking: Ability to interpret customer data and identify upsell opportunities.
• Technical Aptitude: Quick learner who can navigate multiple software platforms and troubleshoot common device issues.
• Sales Acumen: Skilled at consultative selling, objection handling, and closing deals.
• Adaptability: Comfortable with change, new tools, and evolving customer expectations.
• Team Collaboration: Strong interpersonal skills and a willingness to share knowledge with peers.

Career Growth & Development

At brighthush, we believe in investing in our people. As a Senior Customer Experience Champion, you’ll have access to:

• Structured onboarding and continuous learning modules covering product knowledge, sales techniques, and technical troubleshooting.
• Mentorship programs pairing you with senior CX leaders for guidance and career planning.
• Clear performance metrics that unlock advancement opportunities into senior support roles, team leadership, or specialized technical tracks.
• Cross‑functional projects that expose you to product development, marketing, and operations.
• Annual skill‑based workshops and certifications, including advanced sales, customer success, and technical support.

Work Environment & Culture

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

• Work from a dedicated home office equipped with a high‑speed internet connection (minimum 25 Mbps).
• Participate in quarterly in‑person training sessions and team‑building events in Alpharetta, Georgia.
• Enjoy a culture that values transparency, innovation, and a healthy work‑life balance.
• Be part of a diverse, inclusive community that celebrates every voice.

Compensation & 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 incentives, including commission on sales and quarterly bonuses.
• Health, dental, and vision insurance plans with generous coverage options.
• Short‑term and long‑term disability, life insurance, and accidental death & dismemberment coverage.
• Paid time off: 15 days of vacation per year (increasing with tenure), 8 paid holidays, and 6 personal days.
• Parental leave, adoption assistance, and tuition reimbursement for continued education.
• 401(k) plan with company match and stock incentive programs.
• Employee assistance programs, identity theft protection, and pet insurance.
• Monthly stipend for home office equipment and internet service.

How to Apply

If you’re ready to bring your passion for customer service, sales, and technology to a company that values innovation and impact, we’d love to hear from you. Submit your application through our career portal and join a team that’s shaping the future of connectivity.

Ready to make a difference? Click the link below to apply and start your journey with brighthush today.