Senior Customer Experience Specialist – Executive Relations & Regulatory Liaison

About brighthush

brighthush is redefining the wireless experience for the modern world. As a fully digital carrier, we operate without physical stores, paper bills, or traditional call centers, allowing us to pass savings directly to our members. Our mission is simple: make connectivity accessible, inclusive, and effortless for everyone. We’re proud to be recognized as one of brighthush's Most Innovative Companies and the “Best Telecom Brand” in brighthush's Challenger Brand Awards. Operating within a larger corporate ecosystem, brighthush blends the agility of a startup with the resources and stability of a global brand, creating a unique environment where creativity, collaboration, and impact thrive.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates diversity, encourages authenticity, and empowers every team member to reach their full potential. We believe that the best ideas come from people who feel valued, connected, and heard. Whether you’re a seasoned professional or just starting your career, you’ll find a place where your voice matters and your contributions drive real change.

What We’re Looking For

We’re seeking a Senior Customer Experience Specialist to join our Executive Relations Team. In this role, you will be the frontline advocate for our most complex, urgent, and sensitive customer and regulatory agency interactions. You’ll represent brighthush in consumer litigation, court matters, and high‑visibility complaints, while also driving continuous improvement through root‑cause analysis, trend identification, and customer experience feedback.

Key Responsibilities

• Serve as the primary point of contact for executive‑level and agency‑level escalations, ensuring timely, accurate, and professional resolution.
• Handle inbound customer cases via phone, email, and digital channels, de‑escalating conflicts and renegotiating solutions to meet both member and business objectives.
• Collaborate with cross‑functional partners—including PR, Legal, Engineering, and Vendor teams—to resolve highly sensitive or high‑profile issues.
• Analyze customer data (complaints, promotions, network trends) to uncover systemic gaps, propose workflow modifications, and recommend product or process improvements.
• Maintain expert knowledge of brighthush product lines by attending training, staying current on updates, and contributing to internal knowledge bases.
• Document all member interactions in designated tools, ensuring data integrity and compliance with internal standards.
• Own the full lifecycle of small claims court cases, from initial contact to court presentation, negotiating settlements to minimize financial exposure.
• Manage social media complaints across platforms such as Twitter, Instagram, and Reddit, turning negative experiences into opportunities for brand advocacy.
• Lead and participate in team meetings, driving operational improvements and sharing best practices.
• Utilize case and project management skills to self‑manage workload, set milestones, and meet pre‑established timelines for complaint resolution.
• Act as a liaison between internal stakeholders, subject‑matter experts, and members, fostering collaboration and ensuring a consistent, positive member experience.

Essential Qualifications

• Bachelor’s degree or equivalent work experience (minimum four years).
• At least three years of experience in a customer service organization, handling complex escalations.
• Proven ability to resolve complaints and minimize conflicts in a fast‑paced environment.
• Strong written and verbal communication skills, with the ability to craft clear, concise, and professional correspondence.
• Excellent problem‑solving and decision‑making abilities, balancing member needs with business requirements.
• Experience using multiple systems, tools, and platforms to manage cases and capture interactions.
• Demonstrated commitment to brighthush’s culture and values, consistently modeling professionalism and empathy.

Preferred Qualifications

• Advanced degree or additional certifications in customer experience, conflict resolution, or related fields.
• Experience responding to and resolving complaints from regulatory bodies such as the Better Business Bureau, Federal Communications Commission, or Attorney General’s office.
• Business letter writing experience, including drafting formal communications to stakeholders and regulators.
• Project collaboration experience with cross‑channel teams, driving initiatives from conception to execution.
• Knowledge of root‑cause analysis techniques and experience implementing systemic improvements.
• Ability to multitask across multiple projects, meeting deadlines without compromising quality.
• Willingness to view member needs holistically, providing comprehensive solutions that address underlying issues.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Advanced analytical skills, able to interpret data and translate insights into actionable strategies.
• Strong negotiation and conflict‑resolution capabilities.
• Adaptability and resilience in a dynamic, evolving business environment.
• Proficiency in case management systems, CRM platforms, and collaboration tools.
• Leadership potential, with a track record of influencing cross‑functional teams.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Experience Specialist, you’ll have the chance to:

• Progress into leadership roles within the Executive Relations Team or broader Customer Experience organization.
• Lead cross‑functional projects that shape the future of our member experience.
• Participate in specialized training programs focused on regulatory compliance, litigation strategy, and advanced customer analytics.
• Mentor junior team members, sharing your expertise and fostering a culture of growth.
• Contribute to brighthush’s strategic initiatives, influencing product development and service enhancements.

Work Environment & Culture

This is a remote‑first role, performed from your home office with occasional in‑person meetings and training sessions. You’ll enjoy the flexibility of a work‑from‑home schedule while staying connected to a vibrant, collaborative team. Our culture is built on:

• Transparency: Open communication channels and regular feedback loops.
• Innovation: Encouraging experimentation and creative problem‑solving.
• Diversity & Inclusion: Celebrating differences and fostering a sense of belonging.
• Work‑Life Balance: Flexible hours and a focus on outcomes rather than hours logged.
• Recognition: Celebrating achievements and milestones across the organization.

Compensation & Benefits

While specific figures are tailored to individual experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Competitive base salary commensurate with experience.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with company match.
• Generous paid time off and flexible vacation policy.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including mental health resources.
• Access to brighthush’s digital tools and resources for personal and professional growth.

How to Apply

If you’re ready to take on a challenging, rewarding role that blends customer advocacy with strategic impact, we encourage you to apply today. Bring your passion for excellence, your knack for problem‑solving, and your commitment to delivering outstanding member experiences.

To submit your application, click the link below and follow the prompts. We look forward to learning how you can help brighthush continue to set new standards in the wireless industry.