Senior Customer Experience Specialist – Email & SMS Support, Remote USA – Lead CX Innovation, Drive Customer Success & Loyalty at brighthush

About brighthush

brighthush is a forward‑thinking technology company that is redefining how people discover, engage with, and enjoy the services they love. By blending cutting‑edge data science, intuitive design, and a human‑centric philosophy, we empower local businesses and consumers alike to connect in ways that feel effortless and meaningful. Our mission is simple yet ambitious: to create seamless, personalized experiences that drive loyalty, growth, and community impact. Whether you’re a seasoned professional or a recent graduate, brighthush offers a dynamic environment where your ideas can shape the future of customer experience.

Why Join brighthush?

Customer experience is the heartbeat of sustainable growth, and at brighthush we treat it as a strategic priority. We’re building a high‑impact, cross‑functional team that will own the entire customer journey for our newest product line. As a Senior Customer Experience Specialist, you’ll be at the forefront of this effort, translating customer insights into tangible improvements, collaborating with product, engineering, and operations, and ensuring every interaction reflects our brand promise. If you thrive in a fast‑paced, evolving environment and want to see the direct impact of your work on user satisfaction and loyalty, brighthush is the place for you.

Role Overview

In this remote‑first role, you will serve as the primary point of contact for email and SMS inquiries, handling everything from simple questions to complex refund requests. Your responsibilities will span the entire lifecycle of a customer interaction, from initial response to final resolution, and you will play a pivotal role in shaping our support processes, policies, and product roadmap. You will work closely with cross‑functional partners, contribute to data‑driven decision making, and help us maintain the highest standards of service quality.

Key Responsibilities

• Respond to inbound inquiries: Deliver timely, empathetic, and brand‑consistent responses to customer questions and concerns via email and SMS.
• Evaluate refund eligibility: Apply company policies and time‑based criteria to determine refund status, balancing customer satisfaction with business integrity.
• Validate order details: Verify all required data fields before processing any request, preventing errors and maintaining data quality.
• Prepare structured approval requests: Draft and submit clear, concise approval forms for higher‑level review, streamlining workflow and reducing turnaround time.
• Track resolution status: Monitor case progress and ensure accurate closure in our ticketing system, maintaining a high level of case management accuracy.
• Document and report: Complete daily reporting, maintain documentation, and submit required forms, providing transparency and insight into team performance.
• Escalate high‑risk cases: Identify policy‑exception requests and elevate them to the appropriate team members, safeguarding the company and the customer.
• Communicate professionally: Keep customers informed throughout the resolution process with clear, courteous messaging, building trust and loyalty.
• Identify trends: Flag recurring issues to the pod lead for continuous improvement, contributing to product and process enhancements.

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 brighthush 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 believe that investing in people is the key to long‑term success. As a Senior Customer Experience Specialist, you will have access to a wealth of learning resources and career‑advancement pathways, including:

• Mentorship programs with senior leaders across product, engineering, and operations.
• On‑the‑job training and shadowing opportunities with cross‑functional teams.
• Access to industry conferences, webinars, and workshops to stay ahead of CX trends.
• Internal career pathways that allow you to transition into product management, operations leadership, or CX strategy roles.
• Regular skill‑building sessions focused on data analysis, customer journey mapping, and automation tools.

Work Environment & Culture

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

• Weekly virtual coffee chats to build camaraderie and share insights.
• Monthly town‑hall meetings with executive leadership to discuss strategy and progress.
• Regular feedback loops and performance reviews that focus on growth and impact.
• A supportive environment that values work‑life balance, offering flexible scheduling and generous paid time off.
• Access to wellness programs, mental health resources, and a community of like‑minded professionals.

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 tied to team and company metrics.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) with company match to help you plan for the future.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs, including virtual fitness classes and mental health support.
• Flexible remote work policy and occasional in‑office retreats for team building.

How to Apply

If you’re ready to bring your customer‑experience expertise to a company that values innovation, impact, and growth, 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.