Senior Customer Experience Specialist – Digital CX & Remote Support – Sarasota, FL (Remote within 100 Miles) – brighthush – Championing Exceptional Customer Journeys

About brighthush

brighthush is the largest minority‑owned customer experience (CX) powerhouse in the United States, boasting a 25‑plus‑year legacy of redefining how brands connect with their audiences. Our mission is simple yet profound: transform every customer interaction into a memorable, high‑impact experience that fuels loyalty, advocacy, and revenue growth. We do this by marrying cutting‑edge technology with a people‑first philosophy, ensuring that every touchpoint feels authentic, timely, and deeply personalized.

Our reputation as a Top Place to Work is earned through a culture that celebrates authenticity, collaboration, and continuous growth. At brighthush, we believe that when employees thrive, so do our clients and the communities we serve. Whether you’re a seasoned professional or just starting your career, you’ll find a place where your voice is heard, your contributions are valued, and your potential is unleashed.

Why Join brighthush?

We don’t just talk about culture – we live it. Our teams are bold, innovative, and deeply committed to delivering results that matter. We empower every employee to challenge the status quo, to learn, and to grow. At brighthush, you’ll be part of a forward‑thinking organization that is constantly pushing the boundaries of what’s possible in CX. You’ll work alongside industry leaders, collaborate with cross‑functional teams, and have the opportunity to shape the future of customer experience for some of the world’s most respected brands.

Role Overview

We’re looking for a Senior Customer Experience Specialist to join our Sarasota, FL team (remote within 100 miles). In this role, you’ll be the frontline advocate for our clients’ customers, guiding them through questions, concerns, and challenges with empathy, clarity, and efficiency. You’ll play a pivotal role in ensuring that every interaction leaves the customer better informed, more satisfied, and more connected to the brand.

Key Responsibilities

• Guide customers through inquiries, concerns, or challenges related to our products or services, ensuring a seamless experience.
• Listen actively to uncover the root of the issue, then articulate clear, effective solutions in a way that resonates with the customer.
• Document detailed call information for auditing, reporting, and follow‑up purposes, maintaining a high level of accuracy.
• Update and maintain customer records in our CRM, ensuring data integrity and compliance with privacy standards.
• Identify opportunities to introduce customers to new or enhanced services that align with their needs and preferences.
• Provide thoughtful recommendations and guidance that add tangible value to the overall customer journey.
• Collaborate with cross‑functional teams (product, sales, technical support) to resolve complex issues and improve service quality.
• Adhere to company policies, procedures, and quality standards, contributing to continuous improvement initiatives.
• Analyze customer feedback and trend data to identify systemic issues and propose proactive solutions.
• Mentor junior team members, sharing best practices and fostering a culture of excellence.

Essential Qualifications

• High school diploma or GED.
• Minimum of 6 months of customer service or sales experience (preferred).
• Ability to work from a private residence that matches the address on file.
• Comfortable using company‑issued equipment such as a webcam and headset.
• Reliable broadband internet connection (DSL or cable) with a minimum download speed of 10 Mbps and upload speed of 3 Mbps.
• Strong verbal and written communication skills in English.
• Proficiency with CRM systems and Microsoft Office Suite.
• Demonstrated ability to remain calm under pressure and to handle multiple tasks simultaneously.
• Basic understanding of data privacy regulations (e.g., GDPR, CCPA).

Preferred Qualifications

• Experience in a high‑volume call center environment.
• Knowledge of customer experience best practices and industry trends.
• Previous exposure to digital‑first support channels (chat, email, social media).
• Fluency in a second language (Spanish, Portuguese, or French) is a plus.
• Prior experience with data analytics or reporting tools.
• Experience with quality assurance and coaching in a customer service context.

Skills & Competencies

• Empathy & Active Listening: Ability to understand customer emotions and needs beyond the words spoken.
• Problem‑Solving: Quick analytical thinking to diagnose issues and propose effective solutions.
• Attention to Detail: Meticulous record‑keeping and data entry to ensure accuracy.
• Time Management: Efficiently handle high call volumes while maintaining quality.
• Adaptability: Thrive in a fast‑changing environment and embrace new technologies.
• Team Collaboration: Work seamlessly with cross‑functional teams to achieve shared goals.
• Customer‑Centric Mindset: Consistently put the customer first in every interaction.
• Data Literacy: Ability to interpret and act on customer metrics and feedback.
• Communication Excellence: Clear, concise, and persuasive communication across multiple channels.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. We offer:

• Leadership development programs that accelerate your growth into supervisory or managerial roles.
• Access to brighthush Academy, our internal learning hub, where you can take courses on advanced CX techniques, data analytics, and industry certifications.
• Paid training and tuition reimbursement for external courses that align with your career goals.
• Mentorship from seasoned CX leaders who share their expertise and insights.
• Opportunities to transition into specialized roles such as CX Strategy, Product Support, or Technical Troubleshooting.
• Clear performance metrics that unlock career advancement and bonus potential.

Work Environment & Culture

Our Sarasota team operates in a flexible, remote‑first environment that values work‑life balance. You’ll enjoy:

• Flexible scheduling options to accommodate personal commitments.
• A supportive community that celebrates diversity, equity, and inclusion.
• Regular virtual team gatherings, knowledge‑sharing sessions, and social events.
• Access to wellness resources, including virtual fitness classes and mental health support.
• Employee‑led initiatives such as brighthush TIDE (Real Conversations & Genuine Belonging) and brighthush MLBA (Making Lives Better) that empower you to give back to your community.
• Annual company retreats and innovation hackathons that foster creativity and collaboration.

Compensation & Benefits

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

• Base salary commensurate with experience and industry benchmarks.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision coverage with HSA options.
• Paid time off (vacation, sick leave, and personal days).
• Flexible pay options – choose daily or weekly payouts.
• 401(k) retirement plan with company match.
• Employee assistance program for personal and professional support.
• Employee discounts on groceries, travel, insurance, phone plans, health & wellness, pet supplies, and more.
• Additional voluntary benefits tailored to your individual needs.

How to Apply

Ready to elevate your career and make a real impact? Click the link below to submit your application and join the brighthush family. We’re excited to learn how your unique skills and experiences can help us continue to set the standard for customer experience excellence.

Apply to this job

Closing Statement

At brighthush, we believe that every customer interaction is an opportunity to create lasting value. If you’re passionate about delivering exceptional service, thrive in a collaborative environment, and want to grow with a forward‑thinking organization, we want to hear from you. Join us and help shape the future of customer experience—one conversation at a time.