Senior Customer Experience Specialist – Advanced Support & Cross‑Functional Collaboration Lead – Champion Seamless Customer Journeys at brighthush

About brighthush – A Trailblazer in Customer Experience Innovation

brighthush is more than a technology and services provider; we are a movement that redefines how people 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. By blending cutting‑edge technology, data‑driven insights, and a relentless focus on safety and satisfaction, we create solutions that matter.

Why brighthush is the Place to Grow Your Career

When you join brighthush, you become part of a culture that celebrates creativity, ownership, and impact. We are a community of innovators who turn challenges into opportunities. Here’s what makes us stand out:

• Inclusive Culture: Every voice is heard, respected, and celebrated.
• Competitive Rewards: A total compensation package that reflects your expertise and the value you bring.
• Flexible Work Options: Hybrid models, flexible schedules, and a focus on work‑life balance.
• State‑of‑the‑Art Tools: Access to the latest technology that keeps you ahead of industry trends.
• Well‑Being Support: Comprehensive programs that cover physical, mental, financial, and social health.
• Growth Pathways: Continuous professional development, training, and clear career trajectories.
• Safety‑First Mindset: A 24/7 culture that protects our people and our customers.

Role Overview

As a Senior Customer Experience Specialist – Advanced Support & Cross‑Functional Collaboration Lead, 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. You will act as the bridge between customers, field teams, product, engineering, and executive stakeholders, ensuring that every touchpoint reflects brighthush’s commitment to excellence.

Key Responsibilities

• Serve as the primary point of contact for urgent and safety‑related customer inquiries, ensuring rapid response and resolution.
• Navigate multiple real‑time systems—CRM, ticketing, dispatch, and analytics—to assess, prioritize, and resolve issues efficiently.
• Collaborate closely with dispatch, field teams, and internal stakeholders to orchestrate timely solutions and keep customers informed.
• Build trust quickly through clear, empathetic communication and confident problem‑solving, turning challenging situations into positive outcomes.
• Manage complex requests involving billing, payments, service coordination, and regulatory compliance.
• Maintain accurate, detailed documentation across all platforms to ensure knowledge continuity and audit readiness.
• Identify and communicate systemic issues to product and engineering teams, driving continuous improvement and product evolution.
• Mentor junior team members, sharing best practices and fostering a culture of excellence and continuous learning.
• Lead cross‑functional initiatives that improve customer experience metrics, such as CSAT, NPS, and first‑contact resolution.
• Act as a subject matter expert on safety protocols, regulatory requirements, and industry standards.
• Participate in on‑call rotations, ensuring 24/7 coverage for critical incidents.

What You’ll Bring

• Proven ability to solve problems in fast‑paced, high‑stakes environments, with a track record of turning complex challenges into streamlined solutions.
• Strong collaboration skills and comfort working across multiple teams, including engineering, product, operations, and executive leadership.
• Advanced computer proficiency with the ability to multitask across systems, dashboards, and communication tools.
• Ability to build rapport quickly and manage sensitive conversations with professionalism, empathy, and clarity.
• High level of adaptability, attention to detail, and sound judgment, especially under pressure.
• Consistent daytime schedule and reliable availability, including occasional evenings or weekends as required by on‑call duties.
• Dynamic mindset with exposure to multiple business areas—operations, finance, compliance, and technology.
• 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, preferably in a safety‑critical environment.
• Experience handling complex, safety‑critical customer interactions, with a proven record of maintaining calm and decisive action.
• Strong analytical skills with a data‑driven approach to problem resolution, including root‑cause analysis and trend identification.
• Excellent verbal and written communication skills in English, with the ability to translate technical jargon into customer‑friendly language.
• Proficiency with CRM, ticketing, and collaboration tools (e.g., brighthush, brighthush, brighthush).
• Demonstrated ability to work independently and as part of a cross‑functional team, balancing autonomy with collaboration.

Preferred Qualifications

• Experience in the utilities, energy, or technology sectors, where safety and regulatory compliance are paramount.
• Knowledge of regulatory compliance and safety standards such as ISO 27001, ISO 9001, or industry‑specific guidelines.
• Background in project management or process improvement, with familiarity in methodologies like Six Sigma or Lean.
• Certifications such as ITIL, Six Sigma, or Customer Experience Management, demonstrating a commitment to professional growth.
• Experience with data analytics platforms (e.g., Power BI, Tableau) to drive insights and performance improvements.

Skills & Competencies

• Customer‑Centric Mindset: Always prioritizing the customer’s experience and satisfaction.
• Critical Thinking & Decision Making: Quickly assessing situations and making informed choices.
• Conflict Resolution & Negotiation: Managing disputes and finding win‑win solutions.
• Time Management & Prioritization: Balancing multiple high‑priority tasks efficiently.
• Technical Literacy & Continuous Learning: Staying current with emerging technologies and industry trends.
• Team Leadership & Mentoring: Guiding junior staff and fostering a collaborative environment.
• Adaptability & Resilience: Thriving in dynamic, fast‑changing contexts.

Career Growth & Learning Benefits

At brighthush, your career trajectory is supported by:

• Structured mentorship programs that pair you with senior leaders across the organization.
• Access to a library of online courses, certifications, and industry conferences, both virtual and in‑person.
• Clear promotion pathways from Specialist to Lead, Manager, and Director roles, with transparent criteria and timelines.
• Regular performance reviews with actionable feedback and personalized development plans.
• Opportunity to lead cross‑functional initiatives and shape product strategy, influencing the future of customer experience.
• Participation in innovation labs and hackathons, where you can prototype new solutions and test emerging ideas.
• Annual learning stipend to support external training, certifications, or advanced degrees.

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, from front‑line staff to executive leadership.
• Celebration of wins, both big and small, through shout‑outs, awards, and team celebrations.
• Commitment to diversity, equity, and inclusion, with dedicated resource groups and inclusive hiring practices.
• Regular team‑building events, hackathons, and wellness activities that foster camaraderie and creativity.
• Transparent leadership that values feedback, continuous improvement, and accountability.
• Focus on sustainability and social responsibility, with initiatives that give back to the community.

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 with comprehensive coverage options.
• 401(k) matching and retirement savings options to secure your future.
• Paid time off, sick leave, and parental leave, ensuring you can balance work and life.
• Employee Assistance Program (brighthush) for holistic well‑being, including counseling and mental health resources.
• Flexible work arrangements and remote work options to support diverse lifestyles.
• Professional development budget and tuition reimbursement for continued education.
• Company‑wide wellness initiatives, including gym memberships, mindfulness sessions, and wellness challenges.
• Annual performance bonus and spot awards for exceptional contributions.

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.