Senior Customer Experience Specialist – Digital & Email Support for AI‑Enabled E‑Commerce (Remote, Latin America & South Africa)

About brighthush

brighthush is a trailblazing furniture design and manufacturing powerhouse that blends timeless craftsmanship with cutting‑edge technology. Over the past year, the company has doubled in size, scaling from a boutique studio to a national brand that serves both consumers and commercial partners. Every piece in the catalog is conceived in‑house, built on‑site, and then shipped directly to customers—while strategic partnerships with top‑tier contract manufacturers ensure we meet the surging demand for high‑quality, sustainable furniture.

What sets brighthush apart is its unwavering commitment to human connection in an AI‑forward world. Automation powers our logistics, inventory, and even the first draft of customer responses, freeing our people to focus on the moments that matter: building trust, delighting customers, and turning every interaction into a lasting relationship.

Role Overview

We’re looking for a tech‑savvy, empathetic Customer Experience Specialist to become the human heartbeat behind our AI‑assisted support system. This role is 100% written communication—email and ticket‑based—so you’ll never pick up a phone. Your mission: review, refine, and approve AI‑generated drafts, manage automated return workflows, and serve as the bridge between our customers and executive leadership for high‑value inquiries.

As the frontline voice of brighthush, you’ll help shape the brand’s reputation, ensuring every customer feels heard, valued, and empowered. If you thrive on problem‑solving, spotting patterns, and driving continuous improvement, this seat is for you.

Key Responsibilities

Frontline Digital Customer Support & Workflow Management (80–90%)

• 100% Written Support: Handle all customer inquiries exclusively through email and ticketing platforms—no phone calls.
• Human‑in‑the‑Loop Triage: Review AI‑generated draft responses, edit for tone, accuracy, and brand voice, then approve for dispatch.
• Returns & Claims Processing: Guide customers through automated return portals, verify requests, and issue return shipping labels.
• Order Troubleshooting: Resolve order status questions, shipping delays, transit damage claims, and product assembly inquiries within a 24‑hour SLA.

High‑Ticket Trade & Executive Escalations (10–20%)

• VIP & B2B Triage: Identify and qualify high‑value commercial inquiries—bulk orders, trade show requests, custom production timelines—and forward them to C‑suite leadership with concise context.
• Ad‑Hoc Client Assistance: Act as an administrative partner for urgent, high‑stakes client requests (e.g., rush deliveries for large furniture installations), coordinating between logistics and leadership via email.

Customer Experience Process Optimization

• Pattern Recognition: Analyze recurring friction points, collaborate with leadership to refine AI prompts, macros, and FAQ content.
• Continuous Improvement: Test and recommend new tools, workflow tweaks, and automation enhancements to elevate the customer journey as order volume grows.

Essential Qualifications

• 3+ years of experience in customer support or CX operations for e‑commerce brands (furniture, home décor, or physical products preferred).
• Exceptional written English skills—warm, empathetic, and clear communication is essential.
• Comfortable working with AI tools (ChatGPT, automated ticketing assistants) and modern helpdesks (Gorgias, Zendesk, Freshdesk).
• Business acumen to distinguish routine returns from high‑value commercial opportunities requiring executive escalation.
• Reliable home office setup: quiet workspace, high‑speed fiber internet, and backup power (UPS or inverter).

Preferred Qualifications & Tools

• Experience with helpdesk platforms: Gorgias, Zendesk, Freshdesk.
• Familiarity with e‑commerce platforms: Shopify.
• Proficiency in AI tools: ChatGPT, Perplexity, auto‑drafting assistants.
• Knowledge of automated return portals: Loop Returns.
• Comfort with Google Workspace and collaboration tools.

Skills & Competencies

• Organizational Excellence: Highly organized, detail‑oriented, and able to manage multiple tickets simultaneously.
• Autonomous Decision‑Making: Self‑directed, proactive, and comfortable making judgment calls on ticket escalation.
• Communication Mastery: Strong written communication skills with the ability to convey complex information simply.
• Problem‑Solving: Solutions‑oriented mindset, adept at troubleshooting and resolving issues quickly.
• AI Collaboration: Comfortable reviewing and editing AI‑generated outputs, ensuring brand consistency.
• Commercial Insight: Ability to spot high‑value opportunities and communicate them effectively to leadership.

Career Growth & Learning Opportunities

At brighthush, your growth is as dynamic as our product line. As the company expands, you’ll have the chance to:

• Lead cross‑functional projects that shape the customer journey and AI integration.
• Mentor new hires and share best practices across the support team.
• Participate in quarterly innovation workshops focused on AI, automation, and customer experience.
• Advance into senior CX leadership roles—such as CX Manager, Director of Customer Success, or Head of AI‑Enabled Support.

Work Environment & Culture at brighthush

brighthush is a remote‑first organization that values flexibility, creativity, and collaboration. Our culture is built on:

• Human‑Centric Design: Every decision is guided by the customer’s experience.
• Continuous Learning: Access to online courses, industry conferences, and internal knowledge bases.
• Diversity & Inclusion: A vibrant community that celebrates different perspectives.
• Work‑Life Balance: Flexible hours aligned with U.S. business hours, with a focus on results rather than rigid schedules.

Compensation & Benefits

While specific figures vary by region, we offer competitive, market‑aligned pay:

• Latin America: $1,600 – $1,900 USD per month.
• South Africa: $1,500 – $1,800 USD per month.

In addition to base salary, brighthush provides:

• Health and wellness stipend.
• Professional development budget.
• Annual performance bonus potential.
• Flexible paid time off and holiday schedule.
• Access to a global network of peers and industry experts.

How to Apply

Ready to bring your expertise to a brand that values both technology and human touch? Click the link below to submit your application and join the brighthush family.

Apply to this role at brighthush

Why This Role Matters

As the frontline voice of brighthush, you’ll be the critical human filter that ensures AI delivers not just speed, but empathy. Your work will directly influence customer satisfaction, brand loyalty, and the success of high‑value commercial deals. Join us and help shape the future of furniture retail—where every interaction is a chance to create lasting relationships.