Remote Position
Senior Customer Experience & Order Fulfillment Lead – Spearheading Global Cross‑Functional Collaboration, Operational Excellence, and Continuous Process Improvement in E‑Commerce & Lighting Innovation at brighthush
🌍 Remote · United States
💼 Full-time
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About brighthush
At brighthush, light is more than illumination—it’s a catalyst for transformation. We design and manufacture cutting‑edge LED fixtures, grow‑light systems, and smart lighting solutions that blend artistry, sustainability, and high‑performance engineering. Our products power retail storefronts, commercial venues, and state‑of‑the‑art cultivation facilities across North America and beyond. We are a fast‑growing, high‑growth organization that thrives on innovation, collaboration, and a shared commitment to excellence. When you join brighthush, you become part of a team that is as passionate about lighting as it is about people.
Why brighthush is the Place to Grow Your Career
Exceptional customer service is the heartbeat of our business. As a Senior Customer Experience & Order Fulfillment Lead, you will be the trusted voice that connects customers, partners, and internal teams, ensuring every interaction reflects our commitment to quality and care. You will work in a hybrid environment that balances remote flexibility with in‑person collaboration, giving you the freedom to thrive while staying connected to the pulse of the company.
We are looking for a leader who can shape processes that directly impact customer satisfaction and operational efficiency. Your work will help us maintain our reputation as a leader in high‑growth sectors and drive the next wave of innovation. In return, we offer a culture of continuous learning, mentorship, and clear career pathways that empower you to grow into senior leadership roles.
What You'll Do
As the linchpin between our customers and the operational backbone of brighthush, you will:
- Lead a high‑performing customer support team that delivers world‑class service across phone, email, live chat, and support tickets.
- Own the end‑to‑end order lifecycle, from order receipt to final delivery, ensuring accuracy, timeliness, and customer delight.
- Drive cross‑functional initiatives that streamline workflows, reduce friction, and elevate the customer experience.
- Mentor and coach team members, fostering a culture of continuous improvement and professional growth.
- Analyze performance metrics, identify trends, and translate data into actionable insights that inform strategy and process enhancements.
- Champion a proactive, customer‑centric mindset across all touchpoints, ensuring that every interaction reflects brighthush’s values.
Key Responsibilities
Customer Communication & Order Support (60%)
- Multi‑Channel Engagement: Monitor phone lines, email inboxes, live chat, and support tickets to triage incoming requests and provide concise, solution‑oriented assistance.
- Order Lifecycle Management: Respond to inquiries about original orders, replacement requests, shipping status, and fulfillment progress.
- Proactive Updates: Maintain clear, proactive communication to minimize back‑and‑forth and keep customers informed of next steps.
- Issue Resolution: Identify and resolve common order issues—missing items, incorrect shipments, packaging concerns—before escalation.
- Documentation: Record all interactions, resolutions, and escalations in our CRM and order management systems to ensure a single source of truth.
- Customer Advocacy: Act as the customer’s advocate within the organization, ensuring their voice is heard and their needs are met.
- Customer Feedback Loop: Collect, analyze, and report on customer feedback to identify trends and opportunities for improvement.
- Compliance & Security: Ensure all customer interactions comply with data privacy regulations and internal security protocols.
Order Coordination & Fulfillment Support (15%)
- Data Accuracy: Verify order details and shipping information, ensuring fulfillment and warehouse teams have accurate data.
- Tracking & Follow‑Up: Monitor customer requests through completion, following up as needed to guarantee timely delivery.
- Escalation Management: Escalate complex or unresolved matters to leadership or the appropriate department.
- Visibility: Maintain a dashboard of outstanding issues to prevent them from slipping through the cracks.
- Process Optimization: Identify bottlenecks in the order fulfillment pipeline and propose improvements.
- Vendor Coordination: Liaise with shipping carriers and third‑party logistics partners to resolve delivery issues.
- Inventory Reconciliation: Work with inventory managers to reconcile discrepancies and prevent stockouts.
Cross‑Departmental Collaboration (15%)
- Team Coordination: Coordinate with Fulfillment, Technical Support, Accounting, and Sales to route inquiries to the right team.
- Information Sharing: Provide internal teams with accurate customer and order information for efficient issue resolution.
- Communication Loop: Communicate updates between customers and internal departments to support timely resolution.
- Judgment & Escalation: Exercise sound judgment to determine the appropriate level of support and escalation.
- Continuous Improvement: Identify recurring issues and share insights with relevant teams to drive process enhancements.
- Stakeholder Management: Build strong relationships with key stakeholders across the organization to foster collaboration.
- Cross‑Functional Projects: Lead or participate in cross‑functional initiatives that improve customer experience and operational efficiency.
Process Improvement & Continuous Learning (10%)
- Root Cause Analysis: Conduct post‑incident reviews to uncover systemic issues and recommend corrective actions.
- Knowledge Base Development: Author and update FAQs, troubleshooting guides, and training materials to empower customers and teammates.
- Training & Mentorship: Mentor new hires and provide ongoing coaching to elevate team performance.
- Technology Adoption: Evaluate and pilot new tools or integrations that streamline support workflows.
- Metrics & Reporting: Track key performance indicators (KPIs) and generate reports to inform strategy.
- Continuous Learning: Stay current on industry trends, emerging technologies, and best practices in customer experience and fulfillment.
- Change Management: Lead change initiatives that improve processes, ensuring smooth adoption across teams.
Essential Qualifications
- Education: High School Diploma or GED (required). Associate’s or Bachelor’s degree in Business, Communications, Customer Service, or a related field is a plus.
- Experience: 5+ years of customer service, order support, fulfillment, or a related field in a fast‑paced, e‑commerce or product‑based environment.
- Communication: Proven track record managing customer inquiries across phone, email, and support platforms with clarity, empathy, and professionalism.
- Order Management: Hands‑on experience with order management, shipping, and replacement processes.
- Technical Proficiency: Proficiency with CRM systems such as brighthush, and familiarity with order management platforms like brighthush.
- Critical Thinking: Excellent problem‑solving, multitasking, and attention to detail.
- Collaboration: Ability to work independently while maintaining strong collaboration with cross‑functional teams.
- Professionalism: High level of reliability, accountability, and a customer‑centric mindset.
- Leadership: Demonstrated ability to lead, coach, and inspire a team of customer support specialists.
Preferred Qualifications
- Experience in the lighting or technology sector (or a related high‑growth industry).
- Familiarity with the cannabis cultivation industry’s unique compliance and product requirements.
- Knowledge of advanced lighting technologies and their applications.
- Experience with CRM systems such as brighthush.
- Certifications in customer service, project management, or supply‑chain analytics.
- Experience with data analytics tools such as brighthush.
Skills & Competencies
- Effective Communication: Articulate complex information clearly and professionally to customers, vendors, and team members.
- Problem‑Solving & Initiative: Identify tasks, anticipate needs, and independently execute next steps to drive progress.
- Judgment & Decision‑Making: Determine the appropriate department, resource, or level of support for each issue.
- Technical Proficiency: Navigate digital tools quickly and accurately.
- Adaptability & Resilience: Thrive in a dynamic environment, embracing change and learning new systems.
- Customer‑Centric Mindset: Prioritize customer satisfaction while balancing operational efficiency.
- Collaboration & Teamwork: Work effectively with remote and in‑office colleagues across multiple departments.
- Time Management: Manage multiple priorities, deadlines, and high‑volume requests with consistency.
- Data‑Driven Decision Making: Use metrics and analytics to guide improvements and measure success.
Career Growth & Learning Opportunities
- Mentorship programs with senior leaders across sales, operations, and product development.
- Regular training sessions on new technologies, customer‑experience best practices, and industry trends.
- Opportunities to cross‑train in fulfillment, technical support, and product management.
- Clear career pathways from Customer Support Specialist to Team Lead, Operations Manager, or Product Support Lead.
- Support for certifications in customer service, project management, or supply‑chain analytics.
- Participation in innovation hackathons and process‑improvement workshops.
- Annual leadership development retreats and workshops.
Work Environment & Company Culture
- Hybrid model offering flexibility to work from home while fostering collaboration in our Sacramento office.
- Small, close‑knit team that values transparency and open communication.
- Culture of continuous improvement and innovation.
- Commitment to work‑life balance and mental well‑being.
- Recognition of individual contributions and team achievements.
- Culture that celebrates diversity, equity, and inclusion.
- Regular team‑building events, both virtual and in‑person.
- Access to cutting‑edge tools and technology to support your work.
- Encouragement of professional growth through conferences, webinars, and industry events.
Compensation & Benefits
- Competitive hourly rate starting at $24.00 per hour, with potential adjustments based on experience and performance.
- Comprehensive health, dental, and vision insurance.
- Paid time off, holidays, and bereavement leave.
- Professional development stipend and tuition reimbursement.
- Flexible work‑from‑home policy and ergonomic support.
- Employee wellness programs and mental health resources.
- Retirement savings plan with company match.
- Employee referral bonuses and recognition programs.
How to Apply
Ready to light up the customer experience at brighthush? Submit your resume and a cover letter that highlights your experience in customer service, order fulfillment, and cross‑functional leadership. Tell us why you’re excited to join a company that blends innovation, sustainability, and artistry.