Senior Customer Experience Specialist – Multi‑Channel Support & Continuous Improvement Lead

About brighthush

At brighthush, we’re redefining the way people experience customer service. Founded on the belief that every interaction is an opportunity to build lasting loyalty, brighthush has grown from a niche subscription platform into a global leader in the pet‑care and direct‑to‑consumer (D2C) space. Our mission is simple: deliver delight at every touchpoint, turning curious browsers into lifelong advocates. With a culture that prizes curiosity, collaboration, and continuous learning, we empower our teams to innovate and own their impact. If you’re passionate about creating memorable experiences and thrive in a fast‑moving, remote‑first environment, brighthush is the place for you.

Why This Role Matters

As a Senior Customer Experience Specialist, you will be the frontline ambassador for brighthush. Your voice, tone, and problem‑solving skills will shape how our customers perceive the brand. You’ll not only resolve issues but also identify patterns, propose enhancements, and drive a culture of continuous improvement. In a world where customer expectations evolve at lightning speed, your role is pivotal in keeping brighthush ahead of the curve.

Key Responsibilities

• Deliver Seamless, Personalized Interactions – Manage inbound and outbound communications across phone, SMS, email, and live chat, ensuring each customer feels heard and valued.
• Build Strong Rapport Quickly – Use empathy, active listening, and product knowledge to establish trust within seconds of each interaction.
• Become a Product & System Expert – Master brighthush’s subscription platform, inventory systems, and internal tools to provide accurate, efficient support.
• Advocate for Service Improvements – Capture insights from customer conversations, flag recurring pain points, and collaborate with cross‑functional teams to streamline processes.
• Mentor & Coach Peers – Share best practices, conduct training sessions, and help junior specialists elevate their service quality.
• Maintain High Performance Metrics – Meet or exceed key performance indicators such as CSAT, NPS, first‑contact resolution, and average handling time.
• Participate in Continuous Learning – Engage in ongoing training, industry webinars, and internal knowledge‑sharing initiatives to stay ahead of trends.

Essential Qualifications

• Minimum 3 years of experience in a high‑volume contact or call center environment.
• Proven track record in D2C subscription businesses or the pet industry, with a deep understanding of subscription lifecycle and pet‑care products.
• Exceptional rapport‑building skills – ability to connect with diverse customers in a short time.
• Strong problem‑solving and de‑escalation capabilities, with a calm, solution‑oriented mindset.
• Resilience and positivity in fast‑paced, remote work settings.
• Passion for customer service as a growth driver and brand differentiator; dog lovers are encouraged to apply.

Preferred Qualifications

• Experience with CRM platforms (e.g., Zendesk, Freshdesk, Salesforce) and knowledge of ticketing workflows.
• Data‑driven mindset – ability to analyze customer metrics and translate findings into actionable improvements.
• Multilingual capabilities or experience serving international customers.
• Background in product management or quality assurance within a subscription model.
• Leadership experience, such as managing a small team or leading process‑improvement projects.

Core Skills & Competencies

• Communication Excellence – Clear, concise, and empathetic verbal and written communication across all channels.
• Technical Proficiency – Comfortable navigating multiple software tools, troubleshooting issues, and guiding customers through digital interfaces.
• Analytical Thinking – Ability to interpret data, spot trends, and recommend evidence‑based solutions.
• Collaboration & Influence – Work effectively with product, marketing, and operations teams to champion customer‑centric changes.
• Adaptability & Continuous Learning – Thrive in a dynamic environment, quickly adopting new processes and technologies.
• Customer‑First Mindset – Treat every interaction as an opportunity to exceed expectations and build loyalty.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Senior Customer Experience Specialist, you will have a clear pathway to:

• Team Lead or Manager – Oversee a growing team of specialists, shaping training programs and performance standards.
• Customer Success Manager – Transition into a role focused on long‑term customer retention, upselling, and renewal strategies.
• Product Improvement Lead – Partner with product and engineering to translate customer insights into feature enhancements.
• Global Customer Experience Strategist – Lead cross‑regional initiatives, ensuring consistent brand experience worldwide.

We invest heavily in professional development: access to industry certifications, mentorship programs, and a generous learning stipend for courses, conferences, and workshops.

Work Environment & Culture at brighthush

Remote‑First, Flexible – Work from anywhere with a reliable internet connection. We trust you to manage your schedule while meeting team and customer commitments.

Inclusive & Collaborative – Our culture celebrates diverse perspectives. Weekly virtual coffee chats, cross‑departmental hackathons, and open‑door leadership forums keep us connected.

Innovation‑Driven – We encourage experimentation. Your ideas for improving customer journeys or automating repetitive tasks are not only welcomed but actively pursued.

Well‑Being Focused – Flexible PTO, mental health days, and a wellness stipend support your physical and emotional health.

Compensation, Perks, and Benefits

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

• Base salary aligned with industry standards for senior customer experience roles.
• Performance‑based bonuses tied to CSAT, NPS, and first‑contact resolution metrics.
• Health, dental, and vision insurance (including telehealth options).
• 401(k) matching plan with company contribution.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and reimbursement for relevant certifications.
• Monthly pet‑care allowance or pet‑friendly benefits for dog lovers.
• Access to a company‑wide wellness program, including virtual fitness classes and mindfulness sessions.

How to Apply

Ready to make a tangible impact on how customers experience brighthush? Click the link below to submit your application and join a team that values innovation, empathy, and growth. We’re excited to hear how you can help us elevate every customer interaction to an unforgettable experience.