Senior Customer Experience Specialist – Advanced Support & Cross‑Functional Collaboration – Join brighthush’s Innovative Customer Success Team

About brighthush

brighthush is a forward‑thinking technology and services company that redefines how customers interact with complex systems. With a mission to deliver seamless, reliable, and human‑centered experiences, we empower our clients to thrive in a rapidly evolving digital landscape. Our culture is built on collaboration, continuous learning, and a relentless focus on customer safety and satisfaction.

Why brighthush?

At brighthush, you’ll join a dynamic team that values creativity, ownership, and impact. We’re not just another workplace – we’re a community of innovators who turn challenges into opportunities. Here’s what makes us stand out:

• Culture of Inclusion: A supportive environment where every voice is heard, respected, and celebrated.
• Competitive Compensation: A total rewards package that reflects your expertise, dedication, and the value you bring.
• Flexibility: Hybrid work options, flexible schedules, and a focus on work‑life balance.
• Cutting‑Edge Technology: Access to state‑of‑the‑art tools that keep you ahead of industry trends.
• Employee Well‑Being: Comprehensive support through LYRA, covering physical, mental, financial, and social health.
• Growth Opportunities: Continuous professional development, training, and clear career pathways.
• Safety‑First Mindset: A 24/7 safety culture that protects our people and our customers.

Role Overview

As a Senior Customer Experience Specialist – Advanced Support, you will be the frontline champion for our customers during high‑stakes, time‑critical interactions. Your role blends deep technical knowledge, empathetic communication, and cross‑functional collaboration to resolve complex issues, coordinate resources, and ensure a flawless customer journey.

Key Responsibilities

• Serve as the primary point of contact for urgent and safety‑related customer inquiries.
• Navigate multiple real‑time systems to assess, prioritize, and resolve issues efficiently.
• Collaborate closely with dispatch, field teams, and internal stakeholders to orchestrate timely solutions.
• Build trust quickly through clear, empathetic communication and confident problem‑solving.
• Manage complex requests involving billing, payments, and service coordination.
• Maintain accurate, detailed documentation across all platforms to ensure knowledge continuity.
• Identify and communicate systemic issues to product and engineering teams for continuous improvement.
• Mentor junior team members, sharing best practices and fostering a culture of excellence.

What You’ll Bring

• Proven ability to solve problems in fast‑paced, high‑stakes environments.
• Strong collaboration skills and comfort working across multiple teams.
• Advanced computer proficiency with the ability to multitask across systems.
• Ability to build rapport quickly and manage sensitive conversations with professionalism.
• High level of adaptability, attention to detail, and sound judgment.
• Consistent daytime schedule and reliable availability.
• Dynamic mindset with exposure to multiple business areas.
• Legal authorization to work in the country without sponsorship.

Essential Qualifications

• Minimum 3 years of experience in customer support, technical support, or a related field.
• Experience handling complex, safety‑critical customer interactions.
• Strong analytical skills with a data‑driven approach to problem resolution.
• Excellent verbal and written communication skills in English.
• Proficiency with CRM, ticketing, and collaboration tools (e.g., Salesforce, Zendesk, Slack).
• Demonstrated ability to work independently and as part of a cross‑functional team.

Preferred Qualifications

• Experience in the utilities, energy, or technology sectors.
• Knowledge of regulatory compliance and safety standards.
• Background in project management or process improvement.
• Certifications such as ITIL, Six Sigma, or Customer Experience Management.

Skills & Competencies

• Customer‑Centric Mindset
• Critical Thinking & Decision Making
• Conflict Resolution & Negotiation
• Time Management & Prioritization
• Technical Literacy & Continuous Learning
• Team Leadership & Mentoring
• Adaptability & Resilience

Career Growth & Learning Benefits

At brighthush, your career trajectory is supported by:

• Structured mentorship programs that pair you with senior leaders.
• Access to a library of online courses, certifications, and industry conferences.
• Clear promotion pathways from Specialist to Lead, Manager, and Director roles.
• Regular performance reviews with actionable feedback and development plans.
• Opportunity to lead cross‑functional initiatives and shape product strategy.

Work Environment & Culture

Our hybrid model blends remote flexibility with in‑office collaboration. You’ll work from a vibrant office in Rochester or Wayne, or from the comfort of your home, depending on your preference and role requirements. Our culture is defined by:

• Open communication channels across all levels.
• Celebration of wins, both big and small.
• Commitment to diversity, equity, and inclusion.
• Regular team‑building events, hackathons, and wellness activities.
• Transparent leadership that values feedback and continuous improvement.

Compensation & Benefits

While the base hourly rate for this role ranges from $15.00 to $25.00, you’ll also be eligible for an annual incentive program that rewards outstanding performance. In addition to competitive pay, we offer:

• Health, dental, and vision insurance plans.
• 401(k) matching and retirement savings options.
• Paid time off, sick leave, and parental leave.
• Employee Assistance Program (LYRA) for holistic well‑being.
• Flexible work arrangements and remote work options.
• Professional development budget and tuition reimbursement.
• Company‑wide wellness initiatives, including gym memberships and mindfulness sessions.

How to Apply

Ready to make a real impact on customer experiences and grow your career with brighthush? Submit your application through our careers portal or send your resume and cover letter to [email protected]. We’re excited to learn how your skills and passion align with our mission.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer committed to fostering an inclusive workplace. We welcome candidates from all backgrounds and encourage those who need accommodations during the hiring process to contact us at [email protected] for support.