Senior Customer Experience Specialist – Global Support & Satisfaction Champion Driving Exceptional Service for High‑Performance CDN Solutions at brighthush

About brighthush

brighthush is a trailblazer in the digital content delivery arena, redefining how media travels across the globe. With a sprawling network of over 1,200 points of presence (PoPs) that touch every continent, we empower a diverse clientele—from streaming titans and gaming studios to government agencies and NGOs—to deliver media that is lightning‑fast, secure, and cost‑effective. Our multi‑CDN architecture guarantees minimal latency, unparalleled reliability, and unmatched scalability, ensuring that every byte of content reaches its audience exactly when and where it is needed.

Our mission is simple yet ambitious: make high‑performance content delivery accessible to everyone, regardless of size or budget. We do this through transparent, pay‑as‑you‑go pricing that starts at just 5 cents per gigabyte, eliminating the need for long‑term contracts or upfront setup fees. Today, we proudly serve more than 2,000 clients across diverse verticals, including OTT platforms, IPTV operators, ad agencies, gaming developers, and public sector organizations.

When you join brighthush, you become part of a culture that thrives on curiosity, collaboration, and continuous improvement. We celebrate bold ideas, encourage experimentation, and reward those who turn challenges into opportunities. If you’re passionate about customer success, love solving complex problems, and want to make a tangible impact on a global scale, brighthush is the place for you.

Why This Role Matters

Customer experience is the heartbeat of any technology company, and at brighthush it is the engine that drives our growth and reputation. As a Senior Customer Experience Specialist, you will be the frontline ambassador who transforms every interaction into a memorable, positive experience. Your work will directly influence customer satisfaction scores, retention rates, and the overall perception of our brand. In a market where technical excellence is the norm, exceptional service is the differentiator that keeps our clients loyal and our brand trusted.

Key Responsibilities

• Handle inbound and outbound customer interactions across phone, email, chat, and social media, ensuring every query is resolved with empathy, efficiency, and a deep understanding of our product ecosystem.
• Verify account details, troubleshoot technical issues, and guide customers through product usage, upgrades, and renewals, ensuring a seamless journey from onboarding to long‑term partnership.
• Escalate complex problems to engineering or product teams, providing clear, actionable context, and follow up to guarantee resolution and customer satisfaction.
• Proactively identify patterns in customer feedback, collaborate with cross‑functional teams to implement process improvements, and contribute to knowledge base updates that empower both customers and internal teams.
• Manage high‑volume call and ticket queues using our state‑of‑the‑art CRM platform, maintaining accuracy and compliance with data privacy standards such as GDPR and CCPA.
• Drive upsell and cross‑sell opportunities by understanding customer needs and aligning them with brighthush’s product portfolio, while maintaining a consultative, customer‑first approach.
• Maintain detailed, real‑time records of all customer interactions, ensuring audit readiness and data integrity for internal reporting and compliance.
• Participate in regular training sessions, product demos, and industry webinars to stay ahead of emerging trends, best practices, and new feature releases.
• Collaborate closely with the Customer Success Manager and Product teams to align on service level agreements (SLAs), customer journey mapping, and continuous improvement initiatives.
• Champion a culture of continuous improvement by suggesting new scripts, templates, and automation tools that enhance efficiency, reduce friction, and elevate customer delight.

Essential Qualifications

• Minimum of 2 years of experience in a customer support or client service role within a technology or SaaS environment.
• Demonstrated ability to consistently exceed performance metrics, such as average handle time, first‑contact resolution, and customer satisfaction (CSAT) scores.
• Proficiency with CRM systems (e.g., brighthush, brighthush, brighthush) and ticketing tools, coupled with a knack for data entry, reporting, and analytics.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts to non‑technical audiences in a clear, concise manner.
• Strong active listening, empathy, and conflict‑resolution skills, enabling you to de‑escalate tense situations and turn dissatisfied customers into advocates.
• Excellent multitasking and time‑management abilities, thriving in a fast‑paced, high‑volume environment.
• High school diploma or equivalent; a bachelor’s degree in Business, Communications, or a related field is a plus.

Preferred Qualifications

• Experience in the CDN, cloud services, or digital media delivery industry.
• Knowledge of networking fundamentals, HTTP protocols, and CDN architecture.
• Fluency in multiple languages (English plus at least one other language) to support our global customer base.
• Background in data analysis, with the ability to interpret customer metrics and drive actionable insights.
• Experience with customer journey mapping and service design initiatives.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping others and a relentless drive to exceed expectations.
• Technical Aptitude: Comfortable navigating complex systems, troubleshooting issues, and learning new tools quickly.
• Communication Excellence: Clear, concise, and persuasive communication across multiple channels.
• Problem‑Solving: Analytical thinking, creativity, and the ability to find solutions under pressure.
• Collaboration: Strong teamwork skills, with a willingness to share knowledge and support colleagues.
• Adaptability: Thrives in a dynamic environment, embraces change, and remains calm during high‑volume periods.
• Data‑Driven Decision Making: Comfortable using metrics to assess performance and identify improvement opportunities.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Customer Experience Specialist, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned experts across support, engineering, and product.
• Regular training workshops covering product updates, industry trends, soft‑skill development, and advanced troubleshooting techniques.
• Clear career pathways, from Senior Support Engineer to Customer Success Manager, and beyond into product or engineering roles.
• Opportunities to lead cross‑functional projects, such as process automation, knowledge‑base revamps, or customer journey redesign.
• Annual performance reviews that align your goals with company objectives and reward high performers with bonuses, equity, and recognition.
• Access to a global learning portal that includes certifications in cloud technologies, networking, and customer experience management.

Work Environment & Culture at brighthush

Our culture is built on four pillars: Innovation, Integrity, Inclusion, and Impact. You’ll find a collaborative, transparent workplace where ideas are valued and feedback is constructive. We celebrate diversity, encourage work‑life balance, and support flexible work arrangements to accommodate different lifestyles.

Team events, hackathons, and community outreach initiatives keep the energy high and the bonds strong. Whether you’re working from our modern headquarters or remotely, you’ll feel connected to a global network of passionate professionals who are committed to delivering world‑class service.

Compensation, Perks, and Benefits

While the exact figures may vary based on experience and location, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance for you and your dependents.
• 401(k) or equivalent retirement savings plan with company match.
• Generous paid time off (PTO) and flexible vacation policies.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including gym memberships, mental health resources, and mindfulness sessions.
• Annual company retreats and team‑building activities.
• Access to cutting‑edge tools and technology to support your work, including a fully equipped home‑office stipend.
• Remote‑friendly policies that allow you to work from anywhere in the world, with a global team that operates across multiple time zones.

How to Apply

If you’re ready to bring your energy, curiosity, and customer‑first mindset to a company that’s shaping the future of digital content delivery, we want to hear from you. Submit your application through the link below, and let’s start a conversation about how you can help brighthush continue to deliver exceptional experiences to our global clientele.