Senior Customer Experience & Social Media Strategist – Remote Full‑Time – Driving Brand Engagement, Customer Delight, and Data‑Driven Insights at brighthush

About brighthush

brighthush is not just a company; it’s a movement that redefines how brands connect with people. Founded on the belief that every interaction is an opportunity to create lasting value, we blend cutting‑edge technology with human‑centric design to deliver experiences that resonate. Our portfolio spans consumer tech, wellness, and lifestyle, but the common thread is the same: we listen, we learn, and we act to keep our audiences engaged and delighted. Whether you’re a seasoned veteran or a fresh talent eager to make an impact, brighthush offers a culture of curiosity, collaboration, and continuous growth that empowers you to shape the future of customer experience.

Why Join brighthush?

At brighthush, we understand that exceptional customer service is the foundation of brand loyalty. Our remote, full‑time Senior Customer Experience & Social Media Strategist role is crafted for individuals who thrive on turning everyday interactions into memorable moments. You’ll work from anywhere in the U.S., enjoy a competitive salary, comprehensive health coverage, a 5% 401(k) match, and generous paid time off—all while contributing to a mission‑driven team that values creativity, empathy, and data‑driven insights. Join us and become part of a community that celebrates diversity, encourages innovation, and rewards results.

Key Responsibilities

• Engage & Resolve: Respond to customer inquiries, comments, and concerns across multiple social media platforms—Facebook, Instagram, Twitter, LinkedIn, TikTok, and emerging channels—with speed, professionalism, and a brand‑aligned tone.
• Monitor & Analyze: Track sentiment, trending topics, and recurring pain points using social listening tools. Translate insights into actionable recommendations for product, marketing, and support teams.
• Collaborate Cross‑Functionally: Partner with Product, Marketing, Sales, and Customer Success to ensure a unified voice and consistent experience across all customer touchpoints.
• Survey Design & Analysis: Create, distribute, and analyze customer satisfaction surveys. Use data to identify improvement opportunities and report findings to leadership.
• CRM Management: Log all interactions in the CRM system, ensuring accurate, up‑to‑date records that enable seamless handoffs and informed decision‑making.
• Content Moderation: Review user‑generated content for compliance with brand guidelines, community standards, and legal requirements.
• Continuous Improvement: Participate in regular training sessions, share best practices, and contribute to the development of internal knowledge bases and SOPs.
• Performance Metrics: Meet or exceed key performance indicators such as response time, resolution rate, customer satisfaction score (CSAT), and net promoter score (NPS).

Essential Qualifications

• Minimum of 2 years’ experience in social media customer support, community management, or a related role.
• Proficiency with social media management tools (e.g., Hootsuite, Sprout Social, Buffer) and CRM platforms (e.g., Salesforce, Zendesk, HubSpot).
• Strong written communication skills with the ability to adapt tone to diverse audiences.
• Demonstrated ability to analyze data, identify trends, and translate insights into actionable strategies.
• Excellent problem‑solving skills and a proactive mindset.
• Self‑motivated, organized, and able to manage multiple priorities in a fast‑paced remote environment.
• Basic understanding of social media analytics and reporting.
• U.S. residency and a reliable high‑speed internet connection.

Preferred Qualifications

• Experience working in a SaaS or tech‑centric company.
• Knowledge of community moderation best practices and legal compliance (e.g., GDPR, COPPA).
• Familiarity with advanced analytics tools (Google Analytics, Tableau, Power BI).
• Multilingual capabilities or experience serving a global audience.
• Previous involvement in creating or managing customer satisfaction surveys.
• Certification in Customer Experience Management or related fields.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering delight and turning challenges into opportunities.
• Communication Excellence: Clear, concise, and engaging writing style; active listening skills.
• Analytical Thinking: Ability to interpret data, spot patterns, and recommend improvements.
• Tech Savvy: Comfortable learning new tools and platforms quickly.
• Collaboration & Influence: Works effectively with cross‑functional teams and can influence decisions through data and storytelling.
• Adaptability: Thrives in a dynamic environment, embraces change, and remains calm under pressure.
• Time Management: Prioritizes tasks, meets deadlines, and maintains high quality under tight schedules.

Career Growth & Learning Opportunities

At brighthush, your career path is as expansive as your ambition. We offer a comprehensive development ecosystem that includes:

• Structured mentorship programs pairing you with senior leaders in Customer Success, Product, and Marketing.
• Access to a curated library of courses, webinars, and industry conferences covering customer experience, data analytics, and emerging social media trends.
• Clear promotion tracks—from Social Representative to Senior Social Specialist, then to Customer Experience Lead or Product Feedback Manager.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Annual performance reviews with actionable development plans and skill‑gap coaching.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere in the U.S., but you’ll never feel isolated. We foster a sense of community through:

• Weekly virtual coffee chats and monthly town‑hall meetings.
• Interactive Slack channels for casual conversation, knowledge sharing, and spontaneous brainstorming.
• Annual in‑person retreats that blend team building, professional development, and fun.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Flexible work hours that respect work‑life balance and personal commitments.

Compensation & Benefits

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

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to key metrics such as CSAT, NPS, and response time.
• Health, dental, and vision insurance fully covered by brighthush.
• 5% 401(k) match to help you secure your future.
• Generous paid time off (PTO) plus paid holidays.
• Remote work stipend to support your home office setup.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs, including mental health resources and virtual fitness classes.

How to Apply

Ready to elevate customer experiences and grow your career with a purpose‑driven team? Click the link below to submit your application and join brighthush’s vibrant community.

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