Senior Customer Experience & Locksmith Support Specialist – Remote, Full‑Time – Championing Seamless Key Management, Rapid Lockout Solutions, and Unmatched Service Excellence at brighthush

About brighthush

brighthush is not just a company; it’s a movement that is reshaping the way people secure their homes, vehicles, and businesses. By marrying artificial intelligence, robotics, and a nationwide network of automated kiosks, we give customers the power to store, share, and duplicate their physical keys and RFID cards with unprecedented speed, safety, and simplicity. Our mission is clear: make lockout solutions fast, transparent, and friction‑free for everyone, everywhere.

With a footprint that spans over 8,500 self‑service kiosks in major retailers—now all proudly branded under the brighthush umbrella—we have become a household name in the $12 B per year locksmith industry. Our platform is a one‑stop shop for everything from emergency lockouts and re‑keys to complex installations and custom jobs. Every brighthush locksmith partner is rigorously vetted, ensuring that customers receive the highest quality service at a predictable, upfront price.

Backed by more than $150 M in funding, brighthush thrives on an open, collaborative, and relaxed atmosphere where bright professionals work hard, enjoy what they do, and continuously innovate. Diversity, equity, and inclusion are at the core of our culture, and we are committed to creating a workplace where people from all backgrounds feel welcomed and empowered.

Role Overview

As a Senior Customer Experience & Locksmith Support Specialist, you will be the frontline champion of our fast‑growing key‑copying and locksmith platform. You will bridge the gap between customers, locksmith partners, and internal teams, ensuring that every interaction is handled with empathy, efficiency, and a relentless focus on customer delight. In this full‑time remote role, you will manage service requests, resolve escalations, coordinate active locksmith jobs, and deliver exceptional experiences across phone, email, and chat channels. Your work will directly influence our Net Promoter Score (NPS), customer retention, and overall service conversion rates.

Key Responsibilities

Customer Service & Support

• Handle high volumes of inbound and outbound customer calls, emails, and chats with professionalism and calmness.
• Assist customers with billing inquiries, service requests, product questions, order updates, and escalations.
• Provide empathetic support to customers in stressful lockout or security situations, turning frustration into loyalty.
• Maintain accurate, real‑time records of all customer interactions, transactions, comments, and complaints.
• Document every customer touchpoint in our CRM to ensure a seamless handoff to the next team member.

Locksmith Coordination & Dispatch

• Manage active locksmith jobs, ensuring seamless communication between customers and service providers.
• Monitor ongoing service performance and enforce locksmith compliance throughout the job lifecycle.
• Coordinate status updates—en route, work started, job completion—to keep customers informed.
• Reduce cancellations and improve job conversion rates through proactive communication and problem‑solving.
• Collaborate with the Operations team to optimize routing and scheduling for maximum efficiency.

Escalations & Resolution Management

• Resolve customer and locksmith escalations quickly and professionally, maintaining a calm demeanor.
• Investigate service issues, collaborate with leadership, and propose actionable solutions.
• Identify operational bottlenecks and work with cross‑functional teams to enhance processes and outcomes.
• Track recurring issues and recommend system or policy changes to prevent future incidents.

Customer Experience & Performance

• Contribute to achieving company NPS and customer satisfaction targets.
• Provide feedback and ideas to improve the customer journey and internal workflows.
• Build trust and loyalty by delivering fast, reliable, and solution‑focused service.
• Impact company performance by retaining customers and boosting service conversion rates.
• Participate in quarterly reviews of customer metrics and suggest data‑driven improvements.

Essential Qualifications

• Minimum of 1 year of experience in customer service, call center, dispatch, or a related field.
• High school diploma or equivalent.
• Strong verbal and written communication skills in English.
• Ability to multitask, prioritize, and stay organized under pressure.
• Comfort with handling high volumes of calls, emails, and chats.
• Calm, empathetic, and professional demeanor during challenging interactions.
• Strong problem‑solving and critical‑thinking abilities.
• Self‑motivated and capable of working independently in a remote environment.
• Availability to work evenings, weekends, and holidays as needed.
• Reliable internet connection with a minimum 50 Mbps download speed.

Preferred Qualifications

• Experience with brighthush, brighthush, or similar customer‑support platforms.
• Multilingual skills—especially Spanish—are a plus.
• Background in the locksmith or security industry.
• Experience in a fast‑paced, high‑volume customer‑service environment.
• Knowledge of CRM systems such as Zendesk, Freshdesk, or Salesforce.

Skills & Competencies

• Customer‑centric mindset with a passion for solving problems.
• Excellent communication and active‑listening skills.
• Adaptability to changing priorities and evolving processes.
• Data‑driven approach to identifying trends and opportunities.
• Team player who collaborates across departments.
• Tech‑savvy with a willingness to learn new tools and systems.
• Strong organizational skills and attention to detail.
• Resilience and the ability to remain calm under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Customer Experience & Locksmith Support Specialist, you will gain exposure to:

• Advanced customer‑service methodologies and best practices.
• Cross‑functional projects that influence product development and operational strategy.
• Leadership training programs that prepare you for future managerial roles.
• Mentorship from senior leaders who are passionate about your growth.
• Regular feedback loops and performance reviews that help you set and achieve ambitious goals.
• Access to internal workshops on emerging technologies in security and AI.
• Opportunities to transition into roles such as Customer Success Manager, Product Owner, or Team Lead.

Whether you aspire to become a Customer Success Manager, a Product Owner, or a Team Lead, brighthush offers the resources, mentorship, and opportunities to make that transition.

Work Environment & Culture

brighthush’s culture is built on transparency, collaboration, and a shared commitment to innovation. Key highlights include:

• Fully remote work model with flexible scheduling.
• Inclusive environment that celebrates diversity and encourages authentic voices.
• Regular virtual team‑building events and knowledge‑sharing sessions.
• Open communication channels with leadership and a flat hierarchy.
• Focus on work‑life balance, with generous paid time off and mental‑health resources.
• Annual hackathons and innovation challenges that let you prototype new ideas.
• Community outreach programs that allow employees to give back to local neighborhoods.

Compensation & Benefits

We offer a competitive compensation package that includes:

• Hourly rate of $16.00, with potential for performance‑based increases.
• Health, dental, and vision insurance plans.
• Remote work stipend for home‑office setup and internet.
• 401(k) plan with company match.
• Paid time off (PTO) and flexible scheduling.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Basic life and accidental death & dismemberment (AD&D) insurance.
• Employee assistance program (EAP) for mental‑health support.
• Access to online learning platforms and industry conferences.

We also provide ongoing professional development resources, including access to online courses, certifications, and industry conferences.

How to Apply

Ready to join a team that is literally opening doors for millions of customers? Click the link below to submit your application and become part of brighthush’s mission to revolutionize lockout solutions.