Senior Customer Experience & Social Media Specialist – Community Engagement Leader, Issue Resolution Expert, Brand Advocacy Champion, Digital Relationship Manager – Driving Sustainable Beauty Innovation at brighthush

About brighthush

brighthush is more than a beauty brand – it is a global movement that redefines how people experience hair and body care. Founded by a visionary team of women and minorities, brighthush has grown into a vegan‑and‑cruelty‑free powerhouse that champions sustainability, inclusivity, and ethical sourcing. Every product is crafted with the planet in mind, and every customer interaction is an opportunity to reinforce our commitment to authenticity and empowerment. At brighthush, we don’t just sell beauty; we cultivate confidence, celebrate diversity, and inspire a healthier, more conscious world.

Why Join brighthush?

• Impactful Work: Your daily interactions will shape the perception of a brand that stands for sustainability and inclusivity.
• Growth Opportunities: We invest in continuous learning, offering mentorship, cross‑functional projects, and clear career pathways.
• Inclusive Culture: Diversity is at the core of our ethos. We celebrate different backgrounds, perspectives, and ideas.
• Remote Flexibility: Work from anywhere in the Philippines with a fully remote setup, supported by the latest collaboration tools.
• Competitive Compensation: We offer a market‑aligned salary, performance bonuses, and a comprehensive benefits package.

Position Overview

As the Senior Customer Experience & Social Media Specialist, you will be the frontline ambassador for brighthush across all major social platforms. Your role blends community management, customer support, and brand storytelling, requiring a unique mix of empathy, analytical thinking, and creative flair. You will translate our brand values into everyday interactions, ensuring that every voice in our community is heard, understood, and celebrated. Your work will directly influence customer satisfaction, brand loyalty, and the overall perception of brighthush in the digital space.

Key Responsibilities

• Monitor and respond to customer inquiries, comments, and direct messages across all social media channels.
• Resolve issues promptly and professionally, escalating complex cases to the appropriate internal teams when necessary.
• Provide personalized product recommendations based on customer preferences and purchase history.
• Collaborate with Marketing and Product teams to share customer insights, feedback, and trend data.
• Maintain brand voice consistency across all communications, ensuring every interaction reflects brighthush’s values of authenticity and care.
• Track and report key metrics such as response time, resolution rate, and customer satisfaction scores.
• Participate in weekly strategy meetings to refine community engagement tactics and improve service quality.
• Develop and execute community engagement campaigns that drive brand advocacy and increase user‑generated content.
• Analyze social listening data to identify emerging trends, sentiment shifts, and potential PR risks.
• Act as a liaison between customers and product development, feeding back feature requests and usability insights.
• Mentor junior community managers and support staff, fostering a culture of continuous improvement.
• Stay current on industry best practices, emerging platforms, and new tools to keep brighthush at the forefront of digital engagement.
• Collaborate with the e‑commerce team to ensure seamless order tracking and post‑purchase support.
• Contribute to the creation of educational content that empowers customers to use products effectively.
• Manage crisis communication scenarios, ensuring timely and transparent updates to the community.

Essential Qualifications

• 2–3 years of proven experience in social media community management or customer service roles.
• Strong problem‑solving skills with a track record of turning challenging situations into positive outcomes.
• Excellent written and verbal communication skills in English, with a keen eye for tone and clarity.
• Empathy and active listening abilities that enable you to connect with diverse audiences.
• Proficiency with social media management tools and customer support platforms.
• Experience using e‑commerce and support platforms for order tracking, product inquiries, and basic troubleshooting.
• Ability to work independently in a remote environment, managing time effectively and meeting deadlines.
• Strong analytical mindset, comfortable interpreting data to drive decisions.
• Knowledge of basic graphic design tools (e.g., Canva, Adobe Spark) to create engaging visuals.
• Familiarity with CRM systems and data privacy best practices.

Preferred Qualifications

• Experience in the beauty, cosmetics, or wellness industry.
• Knowledge of vegan and cruelty‑free product lines.
• Familiarity with brighthush’s algorithm, content creation, and community engagement strategies.
• Basic graphic design skills using popular design tools.
• Fluency in additional languages (e.g., Tagalog, Spanish) to support a broader customer base.
• Certifications in social media marketing, customer experience, or related fields.
• Experience with influencer collaborations and brand ambassador programs.

Skills & Competencies

• Customer‑First Mindset: Always prioritizing the customer’s experience and satisfaction.
• Adaptability: Thriving in a fast‑paced, evolving digital landscape.
• Analytical Thinking: Using data to drive decisions and improve service metrics.
• Collaboration: Working seamlessly with cross‑functional teams such as Marketing, Product, and Operations.
• Attention to Detail: Ensuring accuracy in every response and interaction.
• Time Management: Balancing multiple conversations and tasks without compromising quality.
• Creativity: Crafting engaging content that resonates with diverse audiences.
• Conflict Resolution: Turning potentially negative experiences into brand‑building opportunities.
• Digital Literacy: Proficiency with collaboration tools, analytics dashboards, and emerging social platforms.
• Strategic Thinking: Aligning community initiatives with broader business objectives.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As the Senior Customer Experience & Social Media Specialist, you will have access to a wealth of growth resources:

• Monthly skill‑building workshops covering advanced social media tactics, conflict resolution, and brand storytelling.
• Mentorship programs pairing you with senior leaders in Customer Experience and Marketing.
• Opportunities to lead small projects, such as community engagement campaigns or product launch support.
• Clear promotion pathways to roles such as Community Manager, Social Media Strategist, or Customer Experience Lead.
• Annual conference travel stipend to attend industry events and network with peers.
• Access to an internal learning portal with courses on digital marketing, UX research, and sustainability practices.
• Regular feedback loops and performance reviews that focus on growth and skill acquisition.
• Cross‑departmental shadowing to broaden your understanding of the business.

Work Environment & Culture

brighthush’s remote‑first culture empowers you to work from the comfort of your own space while staying connected with a global team. We foster:

• Open communication channels via collaboration platforms and weekly video check‑ins.
• A collaborative mindset that encourages idea sharing and innovation.
• Flexibility to balance personal commitments with professional responsibilities.
• Regular virtual team events, including wellness sessions, game nights, and cultural celebrations.
• Inclusive onboarding that ensures every new hire feels welcomed and supported from day one.
• A culture of transparency, where decisions are shared and feedback is encouraged.
• Commitment to mental health, with resources such as counseling support and mindfulness apps.
• Recognition programs that celebrate milestones and exceptional contributions.

Compensation & Benefits

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

• Base salary aligned with industry standards for remote customer service roles in the Philippines.
• Performance‑based bonuses tied to key metrics such as response time, resolution rate, and customer satisfaction.
• Health and wellness benefits, including a flexible spending account for medical and dental expenses.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, or conferences.
• Employee discount on all brighthush products.
• Annual wellness stipend for gym memberships, meditation apps, or other self‑care initiatives.
• Access to a digital benefits platform that offers discounts on travel, tech, and lifestyle services.
• Equity or profit‑sharing options for senior roles, fostering a sense of ownership.

How to Apply

Ready to bring your passion for customer service and social media to a brand that values sustainability and inclusivity? Click the link below to submit your application and join the brighthush family.

Apply Now

Join brighthush – Where Beauty Meets Purpose

At brighthush, every interaction is an opportunity to make a difference. If you are a proactive, empathetic, and results‑driven professional who thrives in a dynamic, remote environment, we want to hear from you. Together, we’ll continue to inspire confidence, champion ethical beauty, and create unforgettable experiences for our global community.