Senior Customer Experience Specialist – Inbound Support, Relationship Management, Continuous Improvement Lead – Drive CX Excellence at brighthush

Welcome to brighthush: Where Customer Experience Meets Purpose

At brighthush, we’re more than a company – we’re a movement that redefines how people feel when they interact with brands. Our mission is simple yet powerful: create moments of delight that turn first‑time callers into lifelong advocates. Recognized as a Great Place to Work and a top workplace for Moms, Dads, LGBTQ+ employees, Veterans, and anyone who values inclusion, growth, and purpose, brighthush invites you to bring your passion for people to a culture that rewards curiosity, collaboration, and continuous learning.

Why brighthush Stands Out

• Inclusive Culture – 42% of our team members have stayed with us for 10+ years, citing our supportive environment, flexible work arrangements, and commitment to diversity as key reasons.
• Competitive Benefits from Day One – We understand that life happens outside of work, so our benefits are designed to support your health, finances, and well‑being right from the start.
• Career Growth & Learning – Whether you’re a seasoned professional or just starting out, we provide clear career paths, mentorship programs, and access to industry‑leading training.
• Innovation at Scale – Join a team that’s constantly experimenting with new technologies, data‑driven insights, and customer‑centric strategies to stay ahead of the curve.

Role Overview

As a Senior Customer Experience Specialist, you will be the frontline ambassador for brighthush, handling inbound calls from a diverse customer base. Your primary goal is to deliver exceptional service that not only resolves issues but also builds lasting relationships. You’ll work closely with cross‑functional teams—sales, product, and technical support—to ensure a seamless experience for every caller.

Key Responsibilities

• Customer Interaction – Answer inbound calls with professionalism, empathy, and a solution‑oriented mindset. Identify customer needs, recommend relevant products or services, and guide them through the purchasing or support process.
• Data Management – Maintain accurate customer records in our CRM and other databases. Verify and retrieve information quickly to answer order inquiries, process new orders, or update existing records.
• Issue Resolution – Diagnose product or service problems and select the most effective action to resolve them promptly. Escalate complex issues to the appropriate teams while keeping the customer informed.
• Process Improvement – Participate in regular feedback loops to refine scripts, knowledge bases, and support workflows. Share insights that help improve overall customer satisfaction.
• Team Collaboration – Work with peers and supervisors to meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Compliance & Quality Assurance – Adhere to all company policies, data privacy regulations, and quality standards. Participate in periodic audits and training sessions.

Essential Qualifications

• High school diploma or GED equivalent.
• Minimum of 1 year of customer service experience, preferably in a call center or similar environment.
• Basic computer literacy and comfort navigating multiple software platforms.
• Strong verbal communication skills with a clear, friendly tone.
• Problem‑solving mindset and the ability to think on your feet.
• Ability to work a flexible schedule, including evenings, weekends, and holidays as needed.
• Minimum age of 18 years.

Preferred Qualifications

• Experience with CRM systems (e.g., brighthush, brighthush) and data entry.
• Knowledge of product lines or services offered by brighthush.
• Multilingual capabilities (Spanish, French, Mandarin, etc.) are a plus.
• Previous exposure to performance incentive plans or sales‑related metrics.

Skills & Competencies for Success

• Customer‑first mindset and genuine empathy.
• Excellent listening and active‑questioning techniques.
• Time‑management skills to balance multiple calls and tasks.
• Adaptability to changing priorities and new technologies.
• Team player who thrives in a collaborative, fast‑paced environment.
• Commitment to continuous improvement and professional development.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve with you. As a Senior Customer Experience Specialist, you’ll have access to:

• Structured mentorship programs pairing you with senior leaders.
• Internal job boards and cross‑departmental projects to broaden your skill set.
• Annual tuition reimbursement for courses related to customer experience, data analytics, or leadership.
• Leadership development workshops and certifications.
• Clear promotion paths to roles such as Team Lead, Customer Success Manager, or Product Support Lead.

Work Environment & Company Culture

Our culture is built on transparency, respect, and a shared commitment to excellence. You’ll find a workplace where:

• Open communication is encouraged—your voice matters.
• Work‑life balance is a priority, with flexible scheduling and generous paid time off.
• Team bonding events, volunteer opportunities, and wellness programs keep us connected.
• Diversity and inclusion are not buzzwords—they’re embedded in our policies, hiring practices, and daily interactions.
• Innovation is celebrated—every team member is invited to contribute ideas that shape our future.

Compensation & Benefits

We offer a competitive hourly rate of $16.10 per hour, with the potential for performance‑based incentives. In addition to base pay, you’ll enjoy a comprehensive benefits package that includes:

• Health, Dental & Vision Insurance – Coverage plans that protect you and your family.
• Paid Time Off (PTO) & Volunteer Time Off (VTO) – Time to recharge, pursue passions, or give back.
• Retirement Plans – Employer‑matched 401(k) to secure your future.
• Employee Stock Purchase Plan (ESPP) – Opportunity to invest in the company’s growth.
• Short‑Term & Long‑Term Disability – Financial protection during unforeseen circumstances.
• Infertility Treatment, Adoption & Surrogacy Assistance – Support for building your family.
• Tuition Reimbursement – Funding for continuing education and skill development.
• Additional perks such as wellness stipends, commuter benefits, and employee discounts.

Equal Opportunity & Inclusive Hiring

brighthush is an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnicity, national origin, marital status, sexual orientation, gender identity, pregnancy, genetics, veteran status, or any other protected status.

How to Apply

Ready to bring your passion for customer service to a company that values your growth and well‑being? Click the link below to submit your application and join the brighthush family.

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Reasonable Accommodation

If you require reasonable accommodation during the application, interview, or selection process due to a disability, please contact our HR team at [email protected]. We are committed to ensuring a fair and accessible hiring experience for all candidates.