Senior Customer Experience Specialist – EV Concierge & Digital Support Lead – Remote, Flexible Hours – Join brighthush’s Innovative Mobility Team – Drive the Future of Sustainable Transportation

About brighthush and the EV Revolution

brighthush is more than a brand – it’s a movement toward a cleaner, smarter, and more connected future. By partnering with the world’s leading automotive innovators, we deliver an end‑to‑end electric vehicle experience that blends cutting‑edge technology, world‑class service, and a culture of continuous learning. Our mission is simple yet ambitious: accelerate the transition to sustainable mobility by redefining how people discover, own, and enjoy electric vehicles. From the first spark of curiosity to the moment a customer plugs in at home, brighthush is there, turning every interaction into a memorable journey.

Role Overview

As a Senior Customer Experience Specialist in our EV Concierge Call Center, you will be the face and voice of brighthush. You’ll guide customers through the entire EV lifecycle—product selection, charging solutions, reservations, and after‑sales support—across phone, chat, and email. Your mission: build lasting relationships, delight customers, and turn every conversation into an opportunity for loyalty and advocacy. If you thrive in a fast‑paced, data‑rich environment and love turning curiosity into confidence, this role is your next big step.

Key Responsibilities

• Product Expertise: Master the technical specifications, unique selling points, and ecosystem of all brighthush EV models and charging solutions. Stay current on firmware updates, software releases, and new feature rollouts.
• Multi‑Channel Support: Respond to customer inquiries via phone, chat, and email with clarity, empathy, and speed. Ensure consistent tone and brand voice across all channels.
• Case Management: Log every interaction in our CRM, ensuring accurate, up‑to‑date records of questions, complaints, and resolutions. Use data to identify trends and recommend process improvements.
• Problem Solving: Own each customer case from start to finish, providing tailored solutions—whether it’s scheduling a dealership appointment, troubleshooting a home‑charging setup, or processing a recall notice.
• Escalation & Collaboration: Identify unresolved issues and seamlessly refer them to the appropriate internal teams—service, warranty, or product specialists—while maintaining ownership of the customer’s journey.
• Financial Reimbursement: Review and process reimbursement claims for vehicle disruptions, ensuring compliance with company policy and timely resolution.
• Customer Loyalty Initiatives: Offer goodwill gestures and personalized follow‑ups to retain and deepen customer relationships. Track loyalty metrics and report on impact.
• Shift Flexibility: Operate during core business hours (8 a.m.–12 a.m. EST) and weekend shifts (9 a.m.–9 p.m. EST), with the ability to adapt to schedule changes as needed.
• Knowledge Base Contribution: Write and update troubleshooting guides, FAQs, and best‑practice articles to keep the internal knowledge base current and accessible.
• Continuous Improvement: Participate in weekly retrospectives, share insights, and help refine scripts, tools, and workflows.

Essential Functions

Beyond daily tasks, you will shape the future of our customer experience strategy. Your insights will inform product enhancements, service improvements, and marketing initiatives. You will also contribute to our knowledge base, ensuring that best practices and troubleshooting guides remain current and accessible to both customers and internal teams.

Required Experience & Qualifications

• 1–2 years of experience in a customer service or call‑center environment, preferably within automotive or technology sectors.
• Proficient computer navigation and typing speed of at least 40 WPM.
• Strong reading comprehension and exceptional oral and written communication skills.
• Self‑motivated, with a proven track record of meeting or exceeding performance metrics.
• Excellent organizational skills, meticulous attention to detail, and a proactive “I can help you” attitude.
• Comfortable working in a remote environment with reliable internet, headset, and a quiet workspace.

Education & Knowledge

While a bachelor’s degree is not mandatory, a background in business, communications, or a related field is highly valued. Candidates should possess a foundational understanding of electric vehicle technology, home‑charging infrastructure, and the overall EV ownership journey. Familiarity with CRM platforms such as Salesforce or Zendesk is a plus.

Skills & Competencies

• Strategic Agility: Ability to adapt quickly to evolving product lines and market trends.
• Active Listening: Fully engage with customers, uncovering underlying needs and concerns.
• Proactiveness: Anticipate customer questions before they arise and offer pre‑emptive solutions.
• CRM Mastery: Navigate multiple customer relationship management tools to streamline case handling.
• Interpersonal Collaboration: Act as a liaison between dealers, suppliers, and internal departments.
• Time Management: Prioritize tasks effectively in a high‑volume environment.
• Data Literacy: Interpret call metrics, customer satisfaction scores, and trend reports to drive decision‑making.
• Technical Aptitude: Comfortable troubleshooting hardware and software issues related to EVs and charging stations.

Abilities & Personal Traits

• Continuous improvement mindset: consistently seek ways to enhance customer satisfaction, productivity, and operational efficiency.
• Customer‑centric thinking: view each interaction through the lens of the customer’s experience, tailoring solutions accordingly.
• Rapid learning: absorb new product information quickly and apply it to real‑time customer scenarios.
• Adaptability: thrive in a dynamic environment with shifting priorities and evolving technology.
• Resilience: maintain composure under pressure and handle challenging customer situations with professionalism.

Preferred Qualifications

• Experience in automotive sales or service, especially with EV products.
• Knowledge of charging standards (Level 2, DC fast charging) and home‑charging installation processes.
• Familiarity with warranty and recall procedures in the automotive industry.
• Multilingual capabilities (e.g., Spanish, Mandarin) to serve a diverse customer base.
• Experience with AI‑powered chatbots or virtual assistants in a customer support setting.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as electrifying as our vehicles. We offer a clear, structured path from entry‑level specialist to senior advisor, team lead, or product manager. Continuous learning is embedded in our culture—access to internal training modules, industry certifications, and cross‑functional workshops keeps you at the forefront of EV technology and customer experience best practices. Mentorship programs pair you with seasoned experts, accelerating skill acquisition and career planning. Innovation labs provide hands‑on opportunities to contribute to new product features, customer journey enhancements, and AI‑driven support tools. Every year, we review performance and potential, offering promotions, salary increases, and expanded responsibilities to high‑performing team members.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and a shared passion for sustainability. Our remote‑first culture empowers you to work from anywhere while staying connected through:

• Weekly virtual huddles and cross‑team stand‑ups.
• Open‑door communication channels with leadership.
• Regular virtual social events, hackathons, and wellness initiatives.
• A culture that celebrates curiosity, innovation, and customer‑first thinking.
• Annual “Sustainability Summit” where teams share impact metrics and brainstorm new green initiatives.
• Flexible work hours that respect work‑life balance and personal commitments.

Compensation, Perks, and Benefits

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

• Base salary plus performance‑based incentives.
• Health, dental, and vision insurance.
• Flexible paid time off and holiday schedule.
• 401(k) matching program.
• Employee stock purchase plan.
• Unlimited learning budget for courses, certifications, and conferences.
• Discounts on brighthush EV purchases and charging equipment.
• Wellness stipend and access to virtual fitness classes.
• Monthly “Tech & Wellness” stipend for home office upgrades.
• Annual company retreat to a sustainable destination.

How to Apply

If you’re ready to drive the future of mobility and deliver unforgettable customer experiences, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s EV Concierge team. Applications can be submitted through our careers portal or via the link below.

Join brighthush – Where Every Call Lights the Way

At brighthush, we believe that exceptional service is the key to sustainable growth. As a Senior Customer Experience Specialist, you’ll be at the heart of our mission, turning questions into solutions and customers into advocates. If you’re eager to learn, adapt, and thrive in a forward‑thinking environment, this is your chance to make a real impact. Apply now and help us accelerate the EV revolution—one conversation at a time.