Senior Customer Experience Specialist – High‑Value Item Resolution & Trust & Risk Operations at brighthush

About brighthush

brighthush is the leading live‑shopping platform that connects passionate buyers and sellers across North America, Europe, and beyond. With a vibrant marketplace that spans trading cards, fashion, electronics, and even live plants, we empower individuals to turn their hobbies into thriving businesses. Our mission is simple: bring people together through commerce by creating an engaging, real‑time shopping experience that feels like a community event.

As the fastest‑growing marketplace in the region, brighthush has been recognized as the #1 Best Startup Employer in America by Forbes. We are a company that moves at the speed of innovation, constantly iterating on our product and culture to stay ahead of the curve. Our remote‑co‑located teams are anchored in hubs across the United States, United Kingdom, Ireland, Poland, Germany, and Australia, allowing us to stay close to our users while fostering a collaborative, high‑impact environment.

Why Join brighthush?

• Be part of a groundbreaking industry that is redefining how people shop and connect.
• Work in a culture that values curiosity, action, and outcomes over titles.
• Enjoy flexible work arrangements—remote or from one of our global hubs—with a strong emphasis on in‑person collaboration when it matters most.
• Benefit from a comprehensive rewards package that supports your health, well‑being, family, and professional growth.
• Play a pivotal role in shaping trust and safety across a rapidly expanding marketplace.

Role Overview

As a Senior Customer Experience Specialist – High‑Value Item Resolution at brighthush, you will be the guardian of trust for our most valuable transactions. You will investigate complex claims involving high‑value items, collaborate with sellers, and ensure that buyers receive the correct product or a fair reimbursement. This role blends the investigative rigor of Trust & Risk with the customer‑first mindset of Customer Experience, ensuring that every resolution is fair, consistent, and timely.

Key Responsibilities

• End‑to‑End Case Management: Investigate, analyze, and resolve high‑value item disputes from initial claim to final outcome, ensuring compliance with SLA and quality standards.
• Market‑Value Assessment: Determine accurate market value for missing or incorrect items using data, market research, and internal guidelines to support reimbursement decisions.
• Efficient Queue Management: Work through assigned queues and backlogs with speed and precision, maintaining high quality and adherence to service level agreements.
• Empathetic Communication: Provide thoughtful, empathetic support to both buyers and sellers, ensuring each party feels heard, respected, and informed throughout the process.
• Escalation & Incident Management: Escalate billbacks, managed‑seller updates, or urgent user actions to the appropriate manager or Slack channel; act as Incident Commander when necessary.
• Cross‑Functional Collaboration: Partner with CatEx, TnR, Policy, and other teams to align on outcomes, share insights, and maintain consistency across the organization.
• Trend Analysis & Process Improvement: Identify patterns in claims, item categories, or seller behavior to proactively reduce risk and enhance processes.
• Compliance & Documentation: Maintain accurate records, document decisions, and ensure all actions comply with internal policies and external regulations.

Essential Qualifications

• Minimum 2 years of experience in Support, Trust & Safety, or Customer Experience roles handling email and/or chat interactions.
• Strong investigative judgment: ability to assess incomplete or conflicting information, surface key evidence, and make sound, fair decisions balancing speed, accuracy, and risk.
• Excellent collaboration skills: proven ability to work effectively with cross‑functional teams such as TnR, CatEx, Policy, and CX.
• Critical thinking and adaptability: comfortable stepping beyond standard SOPs for unique or high‑visibility cases.
• Clear, empathetic communication: adept at navigating sensitive, high‑stakes scenarios while maintaining professionalism and trust.
• Experience with social media, parcel delivery, marketplace sellers, vendors, payment processors, and/or fraud operations.
• Solid understanding of e‑commerce and marketplace operations.
• Proficiency with customer‑facing systems such as Zendesk, Kustomer, or Intercom.
• Weekend availability is required.

Preferred Qualifications

• Knowledge of sports cards, trading cards, or other collectible categories.
• Experience in incident command or escalation management within a high‑volume environment.
• Familiarity with data analysis tools (Excel, SQL, or similar) to identify trends and support process improvements.
• Background in risk assessment or fraud prevention in a marketplace context.

Skills & Competencies

• Analytical mindset with a keen eye for detail.
• Strong problem‑solving skills and the ability to make data‑driven decisions.
• Excellent written and verbal communication.
• High emotional intelligence and resilience in high‑pressure situations.
• Proactive attitude: self‑starter who takes initiative and drives outcomes.
• Team player who thrives in a collaborative, fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, we believe that learning never stops. As a Senior Customer Experience Specialist, you will have access to:

• Mentorship from senior Trust & Risk leaders and product experts.
• Cross‑functional training programs that deepen your understanding of marketplace operations, fraud prevention, and product development.
• Opportunities to lead process improvement projects that shape the future of our trust & safety framework.
• Clear career pathways into Trust & Risk Leadership, Product Management, or Customer Experience Strategy.
• Regular hackathons and innovation challenges that encourage creative problem‑solving.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and a shared passion for commerce. Our culture is defined by:

• Fast‑moving Innovation: We iterate quickly, test boldly, and learn from every experiment.
• Customer‑Centricity: Every decision is guided by the impact on our buyers and sellers.
• Inclusivity & Diversity: We celebrate diverse perspectives and foster an environment where everyone can thrive.
• Collaboration Across Borders: With hubs in multiple countries, we blend global best practices with local insights.
• Work‑Life Balance: Flexible remote options, generous time off, and a supportive team culture keep you energized.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market standards for senior customer experience roles.
• Performance‑based bonuses tied to key metrics such as resolution time, customer satisfaction, and risk mitigation.
• Health, dental, and vision insurance plans for employees and their families.
• Work‑from‑home support and a home office setup allowance.
• Monthly allowances for cell phone, internet, and wellness activities.
• Annual childcare allowance and family‑planning benefits, including adoption and fertility support.
• 401(k) retirement plans with employer match up to 4% of base salary (US employees) and pension plans for international employees.
• Paid parental leave: 16 weeks of fully paid leave plus a gradual return‑to‑work option.
• Monthly “dog‑food” allowance to keep you connected with our product.
• Generous paid time off policy and flexible scheduling.

How to Apply

If you are ready to bring your investigative expertise, customer‑first mindset, and passion for high‑value commerce to a company that is shaping the future of live shopping, we want to hear from you. Submit your application through our careers portal and join the brighthush team where your impact will be felt across millions of users worldwide.

Equal Opportunity Employer

brighthush is proud to be an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic.

Ready to make a difference? and help us build the next generation of live commerce.