Senior Customer Experience Specialist – Global Remote Client Support, Relationship Management, and Service Excellence Leader at brighthush

About brighthush and the Opportunity

brighthush is a pioneering force in the customer experience landscape, redefining how brands connect with their audiences through thoughtful, data‑driven service. With a presence in more than 30 countries and a culture that prizes curiosity, empathy, and continuous improvement, brighthush empowers its people to create moments that matter—no matter where they are in the world. Whether you’re a seasoned professional or a recent graduate eager to make an impact, you’ll find a place at brighthush where your voice is heard, your growth is supported, and your contributions shape the future of service excellence.

Why Join brighthush?

At brighthush, we believe that exceptional customer care is the engine of loyalty, advocacy, and sustainable growth. Our remote workforce is the backbone of our success, and we’re on the lookout for passionate, proactive individuals who can turn everyday interactions into unforgettable experiences. As a Senior Customer Experience Specialist, you’ll be the trusted guide for our clients, ensuring they feel heard, supported, and valued at every touchpoint. In return, we provide you with the tools, training, and support you need to thrive and advance your career—whether that means mastering new technologies, leading cross‑functional projects, or stepping into a leadership role.

Key Responsibilities

• Client Advocacy: Serve as the primary point of contact for a diverse portfolio of customers, delivering timely, friendly, and professional assistance across all communication channels—including email, live chat, phone, and video calls.
• Request Coordination: Efficiently manage and track customer requests, ensuring accurate documentation and seamless hand‑offs to relevant teams such as Sales, Technical Support, and Operations.
• Clear Communication: Deliver clear, concise updates, confirmations, and next‑step instructions to keep clients informed, engaged, and confident in our solutions.
• Issue Resolution: Diagnose routine concerns, identify appropriate solutions, and follow up to ensure complete satisfaction—while escalating complex issues to the right specialists.
• Process Support: Assist with scheduling, documentation, and service‑related activities, maintaining high standards of accuracy, organization, and compliance.
• Data Management: Keep client information current within our CRM and digital platforms, ensuring data integrity, privacy, and regulatory compliance.
• Team Collaboration: Work closely with cross‑functional teams—Sales, Technical Support, Operations, and Product—to achieve shared customer satisfaction goals and drive continuous improvement.
• Continuous Improvement: Participate in ongoing learning opportunities, share best practices, and contribute to process enhancements that elevate the customer journey.
• Performance Metrics: Monitor key performance indicators such as CSAT, NPS, first‑response time, and resolution time, using data to inform decisions and celebrate successes.
• Mentorship & Coaching: Mentor junior team members, providing guidance on customer handling techniques, product knowledge, and professional development.

Essential Qualifications

• Strong verbal and written communication skills, with a natural ability to build rapport quickly and authentically.
• Proven experience in customer support, client services, hospitality, or a related field—preferably in a remote or distributed environment.
• Excellent organizational and time‑management abilities, capable of juggling multiple priorities in a fast‑paced, dynamic setting.
• Comfortable using technology, online platforms, and communication tools such as CRM systems, chat, email, and video conferencing.
• Meticulous attention to detail and strong problem‑solving skills, with a data‑driven mindset.
• Self‑motivated, independent work ethic, and the ability to stay productive while working remotely.
• Reliable high‑speed internet connection and basic computer proficiency.
• Minimum age of 18 years and legal authorization to work in the United States, United Kingdom, Mexico, Australia, Spain, or other approved regions.

Preferred Qualifications

• Experience in a remote or distributed team environment, demonstrating self‑discipline and collaboration across time zones.
• Knowledge of travel, hospitality, or lifestyle services—an asset for understanding our customer base.
• Multilingual capabilities or a strong interest in learning new languages to better serve a global clientele.
• Familiarity with data privacy regulations (GDPR, CCPA, etc.) and best practices for handling sensitive customer information.
• Previous exposure to performance‑based incentive programs, showcasing a results‑oriented mindset.

Skills & Competencies

• Customer‑First Mindset: A genuine passion for helping others and creating positive experiences that exceed expectations.
• Communication Excellence: Clear, concise, and professional communication across all mediums—verbal, written, and digital.
• Adaptability: Ability to thrive in changing environments and respond to evolving customer needs with agility.
• Collaboration: Strong teamwork skills, with a willingness to share knowledge, support colleagues, and celebrate collective wins.
• Analytical Thinking: Ability to assess situations, identify root causes, and propose effective solutions that drive measurable impact.
• Tech Savvy: Comfortable navigating multiple software tools, troubleshooting basic technical issues, and embracing new technologies.
• Empathy & Emotional Intelligence: Ability to understand and respond to customer emotions, building trust and rapport quickly.

Career Growth & Development

At brighthush, we view every team member as a valuable asset. Our structured career path allows you to progress from Customer Experience Specialist to Senior Specialist, Team Lead, or even Manager roles, depending on your interests and performance. We invest heavily in professional development through:

• Comprehensive onboarding and ongoing training modules that cover product knowledge, customer service best practices, and industry trends.
• Mentorship programs pairing you with experienced leaders who provide guidance, feedback, and career coaching.
• Access to industry conferences, webinars, and certification courses—both virtual and in‑person—to keep you at the forefront of customer experience innovation.
• Regular performance reviews with clear, actionable feedback, goal setting, and recognition of achievements.
• Opportunities to lead projects, cross‑functional initiatives, and innovation labs—allowing you to shape the future of our service delivery.
• Leadership development workshops that prepare you for managerial responsibilities and strategic thinking.

Work Environment & Culture

Our remote culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible scheduling that respects your personal commitments and promotes work‑life balance.
• A vibrant virtual community with weekly team huddles, virtual coffee breaks, and social events that foster connection and camaraderie.
• Access to a digital resource hub containing best practices, FAQs, knowledge bases, and self‑service learning modules.
• Recognition programs celebrating outstanding customer service, teamwork, and innovation—ensuring that your contributions are celebrated.
• Inclusive policies that celebrate diversity, equity, and belonging—creating an environment where every voice is heard and valued.
• Well‑being initiatives such as mindfulness sessions, virtual fitness classes, and mental health resources to support your holistic health.

Compensation & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based incentives and bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance options for you and your dependents—available in most regions where we operate.
• Paid time off, including vacation, sick leave, and personal days—encouraging you to recharge and return refreshed.
• Retirement savings plan with company matching—helping you build a secure financial future.
• Travel‑related discounts and exclusive perks for employees and their families—enhancing your lifestyle and experiences.
• Access to wellness programs, mental health resources, and employee assistance programs—supporting your overall well‑being.
• Technology stipend and equipment allowance to ensure you have the tools you need to perform at your best.

How to Apply

Ready to bring your customer‑care expertise to a global, innovative team? Click the link below to submit your application and join brighthush in delivering exceptional experiences to customers worldwide.