Senior Customer Experience Specialist – Digital & Phone Support – Brighthush

About Brighthush

Brighthush is a forward‑thinking media organization that has been shaping the narrative of Minnesota for over a century. With a storied legacy of investigative journalism, award‑winning reporting, and a commitment to community engagement, Brighthush continues to evolve in the digital age. Our mission is simple yet powerful: to build a better Minnesota by connecting people, ideas, and stories that strengthen our communities. As we transition into a new era of growth and innovation, we are looking for passionate, customer‑centric leaders who can help us deliver exceptional experiences to our readers, subscribers, and partners.

Position Overview

As a Senior Customer Experience Specialist at Brighthush’s headquarters in Minneapolis, you will be the frontline advocate for our customers. Your role will blend phone support with digital-first solutions, ensuring that every inquiry—whether about home delivery, digital products, website navigation, or subscription services—is handled with care, precision, and a deep sense of empathy. You will also serve as a bridge between our customers and internal teams, escalating complex issues and collaborating on process improvements that elevate service quality across the organization.

Key Responsibilities

• Provide direct, high‑quality support for escalated customer inquiries across phone, chat, and email channels.
• Resolve complex digital and account questions, ensuring timely and effective solutions that maintain or exceed customer satisfaction benchmarks.
• Handle inquiries related to home delivery, digital products, website support, and subscription services with professionalism and efficiency.
• Escalate problems to the appropriate internal teams in a timely manner, following established protocols and maintaining clear documentation.
• Meet or exceed individual and team goals for call volume, retention, and service quality metrics.
• Adhere to all communication standards, policies, and procedures during every customer interaction.
• Collaborate with cross‑functional teams to identify process gaps, develop documentation, and implement communication enhancements that drive greater efficiency and customer satisfaction.
• Demonstrate a commitment to delivering an exceptional customer experience in every task, embodying Brighthush’s values of integrity, curiosity, and community.

Essential Qualifications

• High school diploma or equivalent (college coursework or a bachelor’s degree is a plus).
• Minimum of 2 years of customer service experience in a fast‑paced environment.
• Excellent verbal and written communication skills, with a proven ability to practice empathy, active listening, and problem‑solving.
• Proficiency in Microsoft Office and a demonstrated ability to quickly learn new software applications; experience with Zendesk or similar ticketing systems is preferred.
• Strong organizational and time‑management skills, with the ability to multitask and maintain meticulous attention to detail.
• Friendly, collaborative, and team‑oriented mindset focused on delivering outstanding customer experiences.
• Availability to work between 8:00 AM and 7:00 PM Monday‑Friday, and 9:00 AM to 6:00 PM on weekends.
• Approximately 10% in‑office attendance for quarterly meetings.
• Legal authorization to work in the U.S. without sponsorship.

Preferred Qualifications

• Experience in a media or subscription‑based business.
• Knowledge of digital product ecosystems (e.g., mobile apps, web portals).
• Familiarity with data‑driven customer support tools and analytics.
• Experience in coaching or mentoring junior team members.
• Multilingual capabilities to serve a diverse customer base.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping people and a drive to exceed expectations.
• Technical Aptitude: Comfortable navigating multiple platforms, troubleshooting issues, and learning new tools quickly.
• Communication Excellence: Clear, concise, and empathetic communication across all channels.
• Problem‑Solving: Analytical thinking and a proactive approach to identifying root causes and solutions.
• Collaboration: Ability to work effectively with cross‑functional teams and influence change.
• Adaptability: Thrive in a dynamic environment with evolving priorities and technologies.
• Data‑Driven Decision Making: Comfortable using metrics to assess performance and drive continuous improvement.

Career Growth & Learning Opportunities

At Brighthush, we believe that every team member’s growth fuels our collective success. As a Senior Customer Experience Specialist, you will:

• Participate in ongoing training programs that cover advanced customer support techniques, product knowledge, and leadership fundamentals.
• Engage in mentorship initiatives, both as a mentor and a mentee, fostering a culture of knowledge sharing.
• Have the opportunity to transition into specialized roles such as Customer Success Manager, Product Support Lead, or Operations Analyst.
• Contribute to strategic projects that shape the future of Brighthush’s customer experience strategy.
• Benefit from a clear career ladder with defined milestones, performance reviews, and promotion pathways.

Work Environment & Culture

Brighthush offers a hybrid work model that balances the flexibility of remote work with the collaborative energy of our Minneapolis headquarters. Our modern downtown office features:

• State‑of‑the‑art workspace with ergonomic furniture and collaborative zones.
• On‑site fitness center, golf simulator, and a rooftop patio for team events.
• Flexible scheduling options to support work‑life balance.
• A culture that celebrates diversity, inclusion, and continuous learning.
• Regular town‑hall meetings, hackathons, and community outreach initiatives.

Compensation & Benefits

We offer a competitive hourly rate ranging from $23.00 to $26.00, with potential for adjustment based on experience, skills, and performance. Brighthush’s comprehensive benefits package includes:

• 401(k) plan with company match.
• Health, dental, and vision insurance.
• Life and disability coverage.
• Paid time off, flexible holidays, and wellness days.
• Parental and caregiving leave.
• Tuition reimbursement for professional development.
• Employee assistance program and pet insurance.
• Flexible spending accounts and health savings accounts.
• Commuting subsidy and hybrid work arrangements.

For more details on our benefits, visit benefits.brighthushcompany.com.

Physical Demands & Work Environment

The role requires a stationary position for approximately 90% of the time, with occasional light lifting (up to 5 lbs). The office environment is typical, with moderate noise levels and climate control. Reasonable accommodations are available for individuals with disabilities.

Equal Opportunity Employer

Brighthush is committed to building a diverse and inclusive workplace. We welcome applicants from all backgrounds and encourage individuals who may not meet every requirement to apply. We are an equal opportunity employer and do not sponsor work visas.

Ready to Join Brighthush?

If you are passionate about delivering world‑class customer experiences, thrive in a collaborative environment, and want to be part of a media organization that values innovation and community, we would love to hear from you. Apply today and help shape the future of Brighthush.