Senior Customer Experience Executive – Global E‑Commerce & Retail Support Specialist (Remote) – Champion Omnichannel Excellence & Customer Advocacy at brighthush

About brighthush and the Future of Customer Experience

At brighthush, we believe that every interaction with a customer is a chance to create lasting value. Our mission is to transform how brands connect with their audiences by blending data‑driven insights, cutting‑edge technology, and a human touch that feels personal and authentic. With a presence that spans the Pacific, Asia, and beyond, we partner with forward‑thinking retailers, lifestyle brands, and e‑commerce platforms to deliver seamless, omnichannel experiences that delight shoppers and drive loyalty.

Our culture is built on curiosity, resilience, and a relentless pursuit of improvement. We thrive on challenges, celebrate creative problem‑solving, and empower our teams to think differently. If you’re passionate about customer service, eager to learn, and ready to make a tangible impact on a global scale, brighthush is the place for you.

Role Overview

As a Senior Customer Experience Executive, you will be the frontline champion for our retail partners’ customers. You’ll manage a wide array of support channels—email, phone, live chat, and social media—ensuring that every query is resolved efficiently, accurately, and with a smile. Your work will directly influence customer satisfaction scores, repeat purchase rates, and brand advocacy.

Key Responsibilities

• Multi‑Channel Support: Respond to customer inquiries via email, phone, live chat, and web feedback forms, providing timely and accurate solutions.
• Order & Delivery Coordination: Liaise with shipping partners and internal logistics teams to track, update, and confirm delivery statuses for online orders.
• Account Management: Update customer profiles with detailed notes, ensuring all interactions are logged for future reference and analytics.
• Outbound Outreach: Conduct occasional outbound calls to international customer service teams and online stores to resolve delivery issues and gather feedback.
• Escalation Management: Identify critical issues, document root causes, and elevate them to senior management or specialized teams as needed.
• Process Adherence: Follow QA guidelines and internal SOPs to maintain consistency, quality, and compliance across all support activities.
• Continuous Improvement: Participate in regular training sessions, share insights on customer pain points, and contribute to process enhancements.
• Data Analysis & Reporting: Compile and analyze support metrics, identify trends, and present actionable insights to cross‑functional stakeholders.
• Mentorship & Coaching: Guide junior team members, share best practices, and foster a culture of learning and collaboration.
• Innovation & Tool Evaluation: Evaluate new support tools and technologies, recommend enhancements, and pilot solutions to improve efficiency.

Essential Qualifications

• Minimum of 2 years experience in a customer support or service role, preferably within e‑commerce or retail.
• Proficiency in using CRM platforms (e.g., brighthush, brighthush, brighthush) and ticketing systems.
• Strong written and verbal communication skills in English; additional language proficiency is a plus.
• Demonstrated ability to handle high‑volume, fast‑paced environments while maintaining accuracy.
• Basic understanding of order fulfillment processes, shipping logistics, and inventory management.
• High level of empathy, patience, and a genuine desire to help customers.

Preferred Qualifications

• Experience working with international customers and cross‑border logistics.
• Knowledge of data analytics tools (e.g., brighthush, brighthush) to interpret customer trends.
• Familiarity with live chat platforms and social media support channels.
• Prior exposure to QA processes and quality metrics in a customer service context.
• Experience in coaching or mentoring junior support staff.

Key Skills & Competencies

• Customer‑Centric Mindset: Always puts the customer first and seeks to exceed expectations.
• Problem‑Solving: Quickly diagnoses issues, identifies root causes, and implements effective solutions.
• Attention to Detail: Maintains accurate records and follows procedures meticulously.
• Adaptability: Thrives in a dynamic environment with evolving processes and technologies.
• Collaboration: Works seamlessly with cross‑functional teams—logistics, marketing, product, and IT.
• Time Management: Prioritizes tasks effectively to meet SLA targets and customer expectations.
• Tech Savvy: Comfortable learning new software, tools, and platforms quickly.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As a Senior Customer Experience Executive, you will have access to:

• Structured onboarding and continuous training programs covering advanced customer service techniques, product knowledge, and industry best practices.
• Mentorship from senior leaders in customer experience, operations, and data analytics.
• Cross‑functional projects that allow you to collaborate with marketing, product, and technology teams, broadening your skill set.
• Clear career pathways—potential progression to Customer Experience Manager, Operations Lead, or even Product Strategy roles.
• Regular performance reviews with actionable feedback and personalized development plans.
• Opportunities to lead initiatives that shape the future of customer experience at brighthush.

Work Environment & Culture at brighthush

We foster a culture that values transparency, innovation, and work‑life balance. You’ll find:

• Open communication channels—weekly town halls, team stand‑ups, and an internal knowledge base.
• Flexible working arrangements, including hybrid and remote options, to support diverse lifestyles.
• A collaborative atmosphere where ideas are welcomed, and experimentation is encouraged.
• Regular team‑building events, wellness initiatives, and community service projects.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and respected.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards.
• Performance‑based bonuses and incentive programs.
• Comprehensive health and wellness benefits—medical, dental, vision, and mental health support.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Employee discount programs across partner brands and services.
• Access to cutting‑edge tools and technology to enhance your daily workflow.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is redefining customer experience on a global scale. You’ll:

• Make a measurable impact on customer satisfaction and brand loyalty.
• Work with cutting‑edge technology and data analytics to drive smarter decisions.
• Collaborate with passionate professionals who are eager to learn and grow.
• Enjoy a supportive environment that values your well‑being and career aspirations.
• Be recognized for your contributions and rewarded for your dedication.

Ready to Elevate Customer Experience?

If you’re ready to bring your expertise, enthusiasm, and customer‑first mindset to a forward‑thinking organization, we want to hear from you. Apply today and help us create unforgettable experiences for customers around the world.

Apply now and become a pivotal part of the brighthush journey!