Senior Customer Experience Specialist – Global Omnichannel Support, Technical Troubleshooting & Process Innovation – Gurgaon, India – brighthush

About brighthush

brighthush is a global leader in customer experience, delivering world‑class omnichannel support to some of the most respected brands across the globe. With a presence in more than 50 countries and a workforce of over 300,000 professionals, we empower businesses to delight their customers through seamless, personalized, and efficient service across phone, chat, email, and in‑person channels. Our mission is simple yet powerful: to create moments of delight that turn customers into lifelong advocates.

Why brighthush?

At brighthush, we believe that our people are our greatest asset. We invest heavily in training, career development, and well‑being initiatives to create an environment where employees feel valued, inspired, and supported. Our culture is built on:

• Collaboration – cross‑functional teams work together to solve complex problems.
• Innovation – we continuously adopt cutting‑edge tools and processes to stay ahead.
• Diversity & Inclusion – every voice is heard and celebrated.
• Work‑Life Balance – flexible schedules, remote options, and wellness programs.

When you join brighthush, you become part of a community that values your growth, rewards your achievements, and supports your personal and professional goals.

Position Overview

We are seeking a Senior Customer Experience Specialist to provide exceptional post‑sale technical and non‑technical support for both business and end‑consumer customers. This role will operate across multiple service channels—including remote phone, chat, and text support, as well as onsite distribution center and walk‑in service centers—ensuring that every customer interaction reflects brighthush’s commitment to excellence.

Key Responsibilities

• Deliver high‑quality customer service via phone, online chat, or text, handling a high volume of low‑complexity inquiries with professionalism and empathy.
• Analyze and resolve more complex, lower‑volume issues in an office or onsite environment, collaborating with cross‑departmental teams such as production, logistics, and quality assurance.
• Act as the primary liaison between customers and internal departments to track order status, product returns, repairs, and field service requests.
• Maintain accurate and detailed records of customer interactions in the CRM system, ensuring data integrity and compliance with privacy regulations.
• Identify recurring issues and propose process improvements to reduce repeat incidents and enhance overall customer satisfaction.
• Mentor junior team members, providing guidance on best practices, troubleshooting techniques, and customer engagement strategies.
• Participate in continuous training programs to stay current with product knowledge, industry trends, and new technologies.
• Adhere to key performance indicators (KPIs) such as first‑contact resolution, average handling time, and customer satisfaction scores.
• Collaborate with the Quality Assurance team to conduct call reviews, feedback sessions, and coaching opportunities.
• Support special projects, such as product launches, service enhancements, or customer experience research initiatives.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Information Technology, or a related field, or equivalent work experience.
• Minimum of 3 years of experience in a customer service or technical support role, preferably within a global, omnichannel environment.
• Strong analytical skills with the ability to diagnose and resolve complex issues efficiently.
• Excellent verbal and written communication skills in English; proficiency in Hindi or other regional languages is a plus.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Demonstrated ability to work independently with moderate supervision, while also thriving in a collaborative team setting.
• High level of adaptability and resilience in a fast‑paced, evolving work environment.
• Commitment to maintaining confidentiality and adhering to data protection regulations.

Preferred Qualifications

• Experience in the consumer electronics, telecommunications, or e‑commerce sectors.
• Technical background or certification in troubleshooting hardware or software products.
• Knowledge of quality metrics and experience with performance dashboards.
• Prior experience mentoring or coaching junior staff.
• Multilingual capabilities (e.g., English, Hindi, Tamil, Telugu).

Skills & Competencies

• Customer‑Centric Mindset – always prioritizing the customer’s needs and experience.
• Problem‑Solving – quick identification of root causes and effective resolution strategies.
• Communication – clear, concise, and empathetic interaction across all channels.
• Technical Aptitude – comfortable learning new tools, software, and product features.
• Time Management – balancing high call volumes with quality service delivery.
• Team Collaboration – working seamlessly with cross‑functional teams to achieve shared goals.
• Continuous Improvement – actively seeking ways to enhance processes and customer satisfaction.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibilities. As a Senior Customer Experience Specialist, you will have access to:

• Structured career pathways, including opportunities to move into team lead, quality assurance, or process improvement roles.
• Comprehensive training programs covering product knowledge, advanced troubleshooting, leadership, and data analytics.
• Mentorship from seasoned professionals who share their expertise and guide your career trajectory.
• Internal mobility across different service centers, regions, and functional areas.
• Participation in innovation labs and cross‑functional projects that shape the future of customer experience.

Work Environment & Culture at brighthush

Our Gurgaon office is a vibrant hub of creativity and collaboration. Key highlights include:

• Modern, open‑plan workspaces with ergonomic furniture and state‑of‑the‑art technology.
• Flexible work arrangements, including hybrid and fully remote options, to support work‑life balance.
• Onsite wellness facilities such as a gym, yoga studio, and meditation rooms.
• Regular team events, hackathons, and community service initiatives.
• Inclusive policies that celebrate diversity and foster a sense of belonging.

Compensation & Benefits

While specific figures vary based on experience and role, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards and performance.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance for employees and dependents.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and public holidays.
• Employee assistance programs, mental health resources, and wellness stipends.
• Continuous learning budget for courses, certifications, and conferences.

How to Apply

Ready to elevate your career and make a real impact on customer experience worldwide? Click the link below to submit your application and join the brighthush family.