Senior Customer Experience & Market Insight Lead – Remote Home‑Based Role Driving Data‑Driven Product Innovation & Customer‑Centric Growth

About brighthush

brighthush is a global thought leader at the nexus of consumer insight and product innovation. With a footprint that spans North America, Europe, Asia, and beyond, we partner with brands across technology, consumer goods, and lifestyle sectors to anticipate market shifts and deliver experiences that resonate deeply with their audiences. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. Every interaction—whether it’s a customer call, a survey response, or a social media comment—holds the potential to unlock transformative ideas. By turning raw data into actionable strategies, we help our clients create products that not only meet but exceed market expectations.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, remote‑first team that values creativity, data‑driven thinking, and a passion for customer success. Working from the comfort of your home, you’ll have the flexibility to balance personal commitments while contributing to high‑impact projects that shape the next generation of products. Our inclusive environment encourages continuous learning, cross‑functional collaboration, and a culture where every voice is heard.

Key Responsibilities

• Customer Interaction & Support: Serve as the first point of contact for customers across multiple channels—phone, email, chat, and social media—ensuring a seamless, empathetic experience that reflects brighthush’s commitment to service excellence.
• Product Feedback Collection: Design and conduct structured interviews, surveys, and usability tests to capture both qualitative and quantitative insights on product performance, usability, and emerging trends. Translate findings into clear, actionable recommendations.
• Data Entry & Analysis: Accurately log customer interactions, feedback, and product evaluations into our proprietary CRM and analytics platforms. Maintain data integrity, confidentiality, and compliance with all privacy regulations.
• Trend Monitoring: Keep abreast of industry developments, competitor launches, and consumer sentiment. Provide timely intelligence to product and marketing teams to inform strategy and roadmap decisions.
• Cross‑Functional Collaboration: Partner with product managers, marketing strategists, and research analysts to translate customer insights into actionable product enhancements and go‑to‑market strategies. Facilitate workshops and brainstorming sessions to drive innovation.
• Continuous Improvement: Identify bottlenecks in support workflows, propose process optimizations, and champion initiatives that elevate customer satisfaction scores and operational efficiency.
• Compliance & Quality Assurance: Adhere to data privacy regulations (GDPR, CCPA) and internal quality standards, ensuring every interaction meets brighthush’s high‑service benchmarks.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree in Business, Marketing, Communications, or a related field preferred.
• 1–2 years of customer service experience, ideally in a remote or home‑based setting.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Proficiency with customer support software (e.g., Zendesk, Freshdesk) and CRM systems.
• Excellent problem‑solving abilities and a customer‑centric mindset.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• Reliable high‑speed internet connection and a quiet, dedicated workspace.
• Basic data entry skills and familiarity with spreadsheet tools (Excel, Google Sheets).

Preferred Qualifications

• Experience in market research, product testing, or consumer insight roles.
• Knowledge of consumer behavior theories and trend‑analysis methodologies.
• Familiarity with social listening tools and sentiment analysis platforms.
• Previous exposure to agile product development cycles.
• Strong analytical mindset with the ability to transform raw data into actionable insights.

Core Skills & Competencies

• Customer‑First Attitude: Empathy, patience, and a genuine desire to help customers succeed.
• Communication: Clear, concise, and persuasive writing and speaking abilities.
• Analytical Thinking: Ability to interpret data, spot patterns, and recommend improvements.
• Adaptability: Comfortable navigating changing priorities and learning new tools quickly.
• Team Collaboration: Willingness to share insights, support peers, and contribute to collective goals.
• Tech Savvy: Comfortable using multiple digital platforms and troubleshooting basic tech issues.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem:

• Access to online training modules covering customer service best practices, data analytics, and market research fundamentals.
• Mentorship programs pairing you with senior analysts and product managers.
• Opportunities to transition into specialized roles such as Market Analyst, Product Tester, or Customer Success Manager.
• Annual performance reviews that align your career aspirations with organizational objectives.
• Participation in cross‑departmental projects that broaden your skill set and visibility.

Work Environment & Culture at brighthush

Our culture is built on transparency, innovation, and a shared commitment to excellence. Even though you’ll be working remotely, you’ll feel part of a vibrant community through:

• Weekly virtual town halls where leadership shares company updates and celebrates wins.
• Monthly virtual coffee chats that foster informal networking across teams.
• Annual virtual retreats that combine learning sessions with team‑building activities.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Flexible scheduling that respects your personal commitments while ensuring coverage.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for remote customer service roles.
• Performance‑based bonuses tied to customer satisfaction metrics and product feedback quality.
• Health, dental, and vision insurance options for employees and their families.
• Paid time off (PTO), sick leave, and flexible holiday scheduling.
• Home‑office stipend to equip you with the tools you need for success.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs, including virtual fitness classes and mental health resources.

How to Apply

Ready to make your voice heard and shape the future of products? Click the link below to submit your application and take the first step toward an exciting career with brighthush.

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Join brighthush Today

At brighthush, we’re not just building a team; we’re building a movement that turns curiosity into innovation. If you’re passionate about customer experience, eager to uncover market insights, and ready to thrive in a flexible, collaborative environment, we want to hear from you. Apply now and become a catalyst for change in the world of product development.