Senior Customer Experience (CX) Agent – Luxury Interior Design Brand – Remote Concierge‑Level Support at brighthush

Welcome to brighthush – Where Design Meets Exceptional Service

At brighthush, we believe that beautiful interiors begin with passion, integrity, and connection. Founded in 1976 as a modest family workshop in a New Jersey garage, brighthush has evolved into a global luxury brand offering over 1,000 exquisite wallcoverings to designers, architects, and discerning homeowners worldwide. Our journey is rooted in craftsmanship, creativity, and an unwavering commitment to delivering extraordinary experiences at every touchpoint. As we continue to shape the future of interior design, we’re looking for a dedicated Customer Experience (CX) Agent to join our remote team and help us maintain the impeccable service standards our clients expect.

About the Role

As a Customer Experience Agent at brighthush, you will be the frontline ambassador of our brand, providing concierge‑level support across email, chat, and phone. Your primary mission is to ensure every interaction reflects the elegance and meticulous attention to detail that defines brighthush. You will work Monday through Friday, 10:30 am–7:30 pm (PDT), from the comfort of your home office.

Key Responsibilities

• Concierge‑Level Support: Deliver personalized assistance to designers, partners, and distributors via email, chat, and phone, ensuring every conversation feels tailored and professional.
• Order & Quote Management: Process quotes and orders with precision and grace, maintaining accuracy and efficiency throughout the entire lifecycle.
• Shipping & Delivery Oversight: Follow established shipping protocols to guarantee on‑time, accurate deliveries, and proactively communicate any updates or delays.
• Issue Resolution: Anticipate and resolve client concerns before they become escalations, applying deep product knowledge and internal system expertise.
• Relationship Building: Foster lasting relationships by following up on inquiries, providing thoughtful recommendations, and ensuring clients feel valued and heard.
• Documentation & CRM Management: Maintain impeccable records within our CRM, ERP, and helpdesk platforms, ensuring all ticket progress is logged with clarity and consistency.
• Cross‑Department Collaboration: Coordinate with sales, logistics, and product teams to process cases, refunds, and credits seamlessly.
• Product & Installation Expertise: Stay fluent in brighthush’s product offerings and installation best practices to guide clients confidently.

Essential Qualifications

• Minimum of 2 years’ experience in customer support, sales support, or retail environments.
• Strong verbal, written, and interpersonal communication skills with a focus on problem‑solving, decision‑making, and de‑escalation.
• Proficiency in English (reading, writing, speaking).
• Experience with helpdesk ticketing platforms, omnichannel customer support systems, and CRM software is highly desirable.
• Background in the interior design industry—through a design firm, showroom, or retail interior design setting—provides a competitive edge.

Preferred Qualifications

• Prior exposure to luxury or high‑end interior design brands.
• Knowledge of ERP systems and order‑to‑cash processes.
• Experience handling high‑volume customer inquiries while maintaining a calm, professional demeanor.
• Familiarity with shipping logistics and delivery tracking systems.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and creating memorable client experiences.
• Technical Proficiency: Ability to navigate multiple software platforms quickly and accurately.
• Attention to Detail: Precision in documentation, order processing, and data entry.
• Time Management: Efficiently prioritize inquiries and tasks within SLA timeframes.
• Adaptability: Thrive in a fast‑paced, evolving environment while maintaining composure.
• Team Collaboration: Work seamlessly with cross‑functional teams to resolve complex issues.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. Your journey will begin with a structured onboarding program featuring 30‑, 60‑, and 90‑day milestones, followed by ongoing training sessions that cover product knowledge, industry trends, and advanced customer service techniques. As you grow, you’ll have opportunities to transition into roles such as Senior CX Specialist, CX Team Lead, or even Product Support Manager, depending on your interests and performance.

Work Environment & Company Culture

Our culture is built on collaboration, creativity, and a shared commitment to excellence. Even though you’ll be working remotely, you’ll feel part of a vibrant, global team that celebrates diversity and encourages open communication. We host quarterly virtual town halls, monthly design showcases, and annual in‑person retreats to foster connection and continuous learning.

Compensation & Benefits

• Competitive Hourly Wage: Starting at $26 per hour, commensurate with experience and technical expertise.
• Annual Performance Bonus: Opportunity to earn additional rewards based on individual and team performance.
• Cost‑of‑Living Adjustments: Regular increases to honor your growth and commitment.
• Retirement Plan: Automatic company contribution of approximately 10 % with no employee match required.

Health & Wellness Benefits

• Comprehensive medical coverage with employee premiums as low as $50 per month.
• Coverage options for spouse, domestic partner, civil union partner, and family.
• Health Reimbursement Account (HRA) to offset out‑of‑pocket medical expenses.
• Prescription, dental, and vision coverage for whole‑person wellness.
• Flexible Spending Accounts (FSAs) for healthcare and dependent care.
• Employee Assistance Program supporting mental, financial, and physical well‑being.
• Pet insurance for your four‑legged companions.

Paid Time Off & Work‑Life Balance

• 16 paid personal days each year to relax, recharge, or travel.
• Paid holidays: New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve.
• Additional paid time off during the annual company closure between Christmas and New Year’s.
• Earn extra paid time off by completing your annual wellness physical.
• Up to three paid volunteer days each year to give back to your community.

Exclusive Perks at brighthush

• Employee discount on brighthush wallcoverings to elevate your own home décor.
• Access to Working Advantage, offering discounts on travel, entertainment, and everyday purchases.

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer committed to diversity, inclusion, and equality in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical or mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state, or local law.

How to Apply

Ready to bring your passion for customer experience to a brand that values craftsmanship and creativity? Click the link below to submit your application and join the brighthush family.