Senior Customer Experience & Digital Escalation Specialist – Leading Media & Subscription Support Leader at brighthush

About brighthush

brighthush is more than a media company – it’s a cultural catalyst that has shaped the heart of the Midwest for over 150 years. From fearless investigative reporting that holds power to account to award‑winning storytelling that sparks conversation, brighthush has always been at the cutting edge of journalism. Today, as the world accelerates toward digital-first experiences, we are redefining how stories are delivered, how communities connect, and how readers engage with content. Our mission is simple yet profound: to build a stronger, more informed Minnesota by connecting people, ideas, and stories that enrich our shared experience.

We are looking for passionate, customer‑centric leaders who can help us deliver exceptional service to our readers, subscribers, and partners. If you thrive in a fast‑moving, digital‑first environment and want to make a tangible impact on how people experience media, brighthush is the place for you.

Why Join brighthush?

At brighthush, you’ll be part of a vibrant, collaborative culture that values curiosity, creativity, and continuous learning. We celebrate diversity, champion inclusion, and empower every team member to bring their authentic selves to work. Our modern downtown office in Minneapolis offers a state‑of‑the‑art workspace, a free fitness center, a collaborative hub, a golf simulator, and a rooftop patio—just the beginning of the perks that make every day exciting.

We believe in rewarding hard work with a comprehensive benefits package that includes competitive pay, a 401(k) match, medical, dental, and vision coverage, paid time off, flexible holidays, volunteer days, wellness incentives, and more. Whether you’re a seasoned professional or a rising star, brighthush provides the resources and support you need to grow, thrive, and make a lasting impact.

Position Overview

As a Senior Customer Experience & Digital Escalation Specialist at brighthush, you will be the frontline guardian of our customer experience. Your primary focus will be to handle escalated inquiries, resolve complex digital and account issues, and ensure every interaction reflects the highest standards of professionalism and empathy. While phone support remains essential—especially during peak periods—you’ll primarily operate in a digital‑first environment, guiding customers through our website, subscription services, and digital products.

Key Responsibilities

• Provide direct, high‑quality support for escalated customer issues across all channels (phone, chat, email, and social media).
• Resolve complex digital and account questions related to home delivery, subscription management, website navigation, and digital product access.
• Deliver timely, accurate solutions while maintaining an unwavering commitment to customer satisfaction.
• Escalate unresolved problems to the appropriate internal teams (e.g., Billing, Technical Support, Product Development) in a clear, documented manner.
• Track and analyze call volume, resolution time, and customer feedback to meet or exceed individual and team performance metrics.
• Adhere to all communication standards, policies, and procedures, ensuring every interaction reflects brighthush’s brand voice and values.
• Collaborate with cross‑functional teams to refine processes, update knowledge bases, and enhance overall service delivery.
• Act as a mentor and role model for junior team members, sharing best practices and fostering a culture of continuous improvement.
• Participate in quarterly in‑person meetings (approximately 10% on‑site) to align on strategy, share insights, and strengthen team cohesion.

Essential Qualifications

• High school diploma or equivalent (Bachelor’s degree preferred).
• Minimum of 2 years of customer service experience, preferably in a media or subscription‑based environment.
• Exceptional verbal and written communication skills, with a proven track record of empathy, active listening, and problem‑solving.
• Proficiency in Microsoft Office and the ability to quickly master new software platforms.
• Experience with Zendesk or similar ticketing systems is highly desirable.
• Strong organizational and time‑management skills, with the ability to multitask and maintain meticulous attention to detail.
• Friendly, collaborative, and team‑oriented mindset, focused on delivering outstanding customer experiences.
• Availability to work Monday‑Friday, 8:00 AM–7:00 PM, and Saturday‑Sunday, 9:00 AM–6:00 PM.
• Legal authorization to work in the U.S. without sponsorship.

Preferred Qualifications

• Experience in a digital‑first support role within a media or publishing organization.
• Knowledge of subscription billing systems and digital product ecosystems.
• Experience coaching or leading a customer service team.
• Familiarity with data analytics tools (e.g., Excel, Power BI) for performance reporting.

Core Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical and problem‑solving abilities.
• Excellent interpersonal skills, capable of building rapport with diverse stakeholders.
• Adaptability to fast‑changing environments and evolving customer expectations.
• Proficiency in using CRM and ticketing systems to track and resolve issues.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Senior Customer Experience & Digital Escalation Specialist, you’ll have the chance to:

• Lead initiatives that shape the future of our customer experience strategy.
• Mentor junior agents and contribute to the development of training programs.
• Collaborate with product, marketing, and technical teams to influence product enhancements.
• Participate in cross‑departmental projects that drive innovation and operational excellence.
• Access tuition reimbursement, professional certifications, and leadership development workshops.
• Move into specialized roles such as Customer Experience Manager, Product Support Lead, or Digital Operations Specialist.

Work Environment & Culture

Our Minneapolis headquarters is a hub of creativity and collaboration. You’ll work in a modern, open‑plan office equipped with the latest technology, comfortable seating, and collaborative spaces that encourage teamwork. We also support flexible work arrangements, allowing you to balance in‑office collaboration with remote productivity.

At brighthush, we celebrate our collective achievements through regular team events, wellness programs, and community outreach initiatives. Our culture is built on transparency, respect, and a shared commitment to making a difference in the lives of our readers and the broader community.

Compensation & Benefits

Hourly Rate: $23.00–$26.00 (dependent on experience, skills, and qualifications). In addition to competitive pay, brighthush offers:

• 401(k) plan with company match
• Comprehensive medical, dental, and vision coverage
• Life and disability insurance
• Paid time off, flexible holidays, and volunteer days
• Wellness incentives, including a free fitness center and wellness program
• Pet insurance, flexible spending accounts, and health savings accounts
• Tuition reimbursement and professional development support
• Hybrid work arrangements and commuting subsidies
• Employee recognition programs and performance bonuses

Physical Demands & Work Environment

Typical duties involve prolonged periods of sitting or standing (≈90% of the time), occasional light lifting (≤5 lbs), and use of standard office equipment. The office environment is climate‑controlled with moderate noise levels. Remote work is supported, with occasional on‑site meetings.

How to Apply

Ready to bring your expertise to brighthush and help shape the future of customer experience? Click the link below to submit your application and join a team that values innovation, integrity, and impact.

Apply to brighthush

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you don’t meet every requirement listed, we encourage you to apply—you might still be a perfect fit for our team.