Senior Customer Experience Specialist – Email & SMS Support – Remote (USA)

About brighthush

brighthush is a forward‑thinking technology company that is redefining how people connect with the services they love. With a mission to empower local economies and create seamless, human‑centric experiences, brighthush is rapidly expanding into new verticals and customer touchpoints. Our culture is built on curiosity, collaboration, and a relentless focus on delivering value to every customer. Whether you’re a seasoned professional or a recent graduate, you’ll find a place at brighthush where your ideas can shape the future of the industry.

Why Join brighthush?

At brighthush, we believe that great customer experience is the cornerstone of sustainable growth. We’re looking for a hands‑on, detail‑oriented specialist who thrives in a fast‑paced, evolving environment. As a key member of our newly launched product’s pilot team, you will have the opportunity to influence the customer journey from the ground up, work closely with cross‑functional partners, and see the direct impact of your work on our users’ satisfaction and loyalty.

Key Responsibilities

• Respond to inbound inquiries: Handle customer questions and concerns via email and SMS with empathy and efficiency.
• Evaluate refund eligibility: Apply defined policies and time‑based criteria to determine refund status.
• Validate order details: Verify all required data fields before processing any request.
• Prepare structured approval requests: Draft and submit clear, concise approval forms for higher‑level review.
• Track resolution status: Monitor case progress and ensure accurate closure in our ticketing system.
• Document and report: Complete daily reporting, maintain documentation, and submit required forms.
• Escalate high‑risk cases: Identify policy‑exception requests and elevate them to the appropriate team members.
• Communicate professionally: Keep customers informed throughout the resolution process with clear, courteous messaging.
• Identify trends: Flag recurring issues to the pod lead for continuous improvement.

Essential Qualifications

• Minimum 1 year of customer support or a related role.
• Exceptional written communication skills in English.
• High attention to detail and comfort working within policy‑driven frameworks.
• Proficiency with Google Suite (Docs, Sheets, Drive) and email platforms.
• Ability to follow structured SLA processes accurately and meet turnaround expectations.
• Sound judgment in determining when to escalade.
• Availability to work evening and weekend shifts (shift 4: Mon‑Wed, 6 am‑3 pm PT).

Preferred Qualifications

• Bachelor’s degree or higher, or currently pursuing one.
• 1+ years of experience in sales, consulting, strategy, business development, operations, technology, banking, analytics, or early‑stage startups.
• Experience working with external partners and stakeholders.
• Comfortable in a fast‑paced, evolving environment.

Skills & Competencies

• Problem‑solving: Ability to analyze complex scenarios and propose effective solutions.
• Time management: Prioritize tasks to meet strict SLAs.
• Communication: Clear, concise, and professional written communication.
• Collaboration: Work effectively with cross‑functional teams, including product, engineering, and operations.
• Adaptability: Thrive in a dynamic environment with changing priorities.
• Customer‑centric mindset: Put the customer at the center of every decision.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to a variety of learning resources, including:

• Mentorship programs with senior leaders.
• On‑the‑job training and shadowing opportunities.
• Access to industry conferences and webinars.
• Internal career pathways that allow you to move into product, operations, or leadership roles.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the USA, while still feeling connected to a vibrant, collaborative team. We celebrate diversity, encourage open dialogue, and foster a culture of continuous improvement. At brighthush, you’ll find:

• Weekly virtual coffee chats to stay connected.
• Monthly town‑hall meetings with executive leadership.
• Regular feedback loops and performance reviews.
• A supportive environment that values work‑life balance.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience.
• Performance‑based bonuses.
• Health, dental, and vision insurance.
• 401(k) with company match.
• Generous paid time off and flexible scheduling.
• Professional development stipend.
• Employee wellness programs.

How to Apply

If you’re ready to bring your customer‑experience expertise to a company that values innovation and impact, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.

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Join brighthush Today

At brighthush, we’re building more than a product – we’re building a community of passionate, customer‑focused professionals who are eager to make a difference. If you’re a proactive problem‑solver who thrives in a fast‑paced environment and is excited to help shape the future of customer experience, we want you on our team. Apply now and help us create unforgettable experiences for our users worldwide.