Senior Customer Experience Specialist – Multi‑Channel Support, Upselling, Data‑Driven Service Excellence & Remote Flexibility – Join brighthush

About brighthush

brighthush is a trailblazer in the digital experience arena, redefining how people interact with technology every day. Our mission is clear: to empower every customer with seamless, personalized experiences that transform routine interactions into lasting relationships. From cloud‑based platforms and AI‑powered analytics to cutting‑edge consumer products, brighthush sits at the forefront of innovation in the digital age. We’re more than a company; we’re a vibrant community of thinkers, doers, and dreamers who thrive on curiosity, collaboration, and a relentless pursuit of excellence.

As we expand our global footprint, we’re looking for a Senior Customer Experience Specialist to join our remote, flexible team. If you’re passionate about turning challenges into opportunities, love working across multiple communication channels, and thrive in a fast‑paced, data‑driven environment, we want to hear from you.

Key Responsibilities

Multi‑Channel Support Excellence

Deliver world‑class service across every touchpoint—phone, email, live chat, and social media—ensuring each interaction reflects brighthush’s high‑standard service culture.

• Handle inbound and outbound customer interactions with professionalism and empathy.
• Maintain a consistent brand voice across all channels.
• Use proactive outreach to anticipate customer needs and reduce churn.

Problem Resolution & Escalation

Diagnose issues, provide accurate solutions, and route complex cases to the appropriate technical or product teams while maintaining clear communication.

• Apply systematic troubleshooting techniques to resolve common software and hardware problems.
• Document root causes and resolution steps for future reference.
• Escalate high‑priority tickets to senior engineers or product managers.

Product Knowledge Champion

Stay current on all brighthush products and services, translating technical details into clear, actionable information for customers.

• Participate in ongoing product training and certification programs.
• Create and update knowledge base articles and FAQs.
• Provide feedback to product teams on feature usability and customer pain points.

Upselling & Cross‑Selling

Identify opportunities to introduce complementary products or premium plans that enhance the customer’s experience and drive revenue growth.

• Analyze customer usage patterns to recommend tailored solutions.
• Collaborate with sales and marketing to craft personalized offers.
• Track conversion rates and report on upsell performance.

Data Capture & Documentation

Log all interactions in our CRM system with precision, ensuring data integrity for future analytics and quality assurance.

• Maintain accurate records of customer interactions, resolutions, and follow‑ups.
• Use data to identify trends, recurring issues, and improvement opportunities.
• Ensure compliance with data protection regulations.

Performance Metrics & Continuous Improvement

Meet or exceed individual and team KPIs such as first‑contact resolution, average handling time, and customer satisfaction scores.

• Track daily, weekly, and monthly performance metrics.
• Participate in coaching sessions to refine skills.
• Contribute ideas for process enhancements and automation.

Feedback Loop Participation

Contribute insights from customer conversations to product teams, helping shape future features and improvements.

• Document recurring customer requests and pain points.
• Collaborate with product managers to prioritize backlog items.
• Assist in beta testing new features and gathering user feedback.

Team Collaboration & Knowledge Sharing

Mentor new hires, share best practices, and participate in regular knowledge‑sharing sessions.

• Lead onboarding sessions for new team members.
• Facilitate weekly knowledge‑sharing workshops.
• Encourage a culture of continuous learning and peer support.

Essential Qualifications

• Minimum of 2 years’ experience in customer support, client services, or a related field.
• Proven ability to communicate clearly and empathetically across multiple platforms.
• Strong computer literacy: comfortable navigating CRM systems, knowledge bases, and collaboration tools.
• Excellent time‑management skills, with the ability to juggle multiple tasks without compromising quality.
• Active listening skills that enable you to understand customer pain points and provide tailored solutions.
• Basic troubleshooting knowledge for common software and hardware issues.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience in a SaaS or tech‑centric environment.
• Background in sales or upselling, with a track record of meeting revenue targets.
• Familiarity with data analytics tools (e.g., Tableau, Power BI) to interpret customer metrics.
• Knowledge of compliance standards such as GDPR or HIPAA.
• Previous remote work experience with a proven ability to stay self‑motivated and organized.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help and a commitment to delivering exceptional service.
• Communication Mastery: Clear, concise, and persuasive verbal and written communication.
• Problem‑Solving Aptitude: Analytical thinking and a proactive approach to troubleshooting.
• Adaptability: Ability to thrive in a dynamic environment with evolving processes and technologies.
• Collaboration & Teamwork: Willingness to share knowledge and support colleagues.
• Resilience: Maintaining composure under pressure and turning setbacks into learning moments.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Senior Customer Experience Specialist, you’ll have access to:

• Professional Development Programs: Structured training modules covering product knowledge, advanced customer service techniques, and leadership fundamentals.
• Mentorship & Coaching: Pairing with senior team members who provide guidance, feedback, and career roadmap planning.
• Cross‑Functional Projects: Opportunities to collaborate with product, engineering, and marketing teams on initiatives that directly impact customer satisfaction.
• Internal Mobility: Clear pathways to transition into roles such as Customer Success Manager, Technical Support Engineer, or Sales Enablement Specialist.
• Innovation Labs: Participation in hackathons and idea‑generation workshops that allow you to experiment with new tools and processes.
• Continuous Learning Resources: Access to an extensive library of e‑learning courses, industry certifications, and conference sponsorships.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and a shared commitment to excellence. Our remote‑first culture means:

• Flexible Hours: Design your schedule around your life while meeting core collaboration windows.
• Inclusive Community: Regular virtual town halls, team‑building events, and an open‑door policy for ideas and feedback.
• Well‑Being Focus: Access to mental health resources, virtual fitness classes, and a generous paid time off policy.
• Technology‑Enabled Collaboration: State‑of‑the‑art tools for communication, project management, and knowledge sharing.
• Recognition & Rewards: Monthly spot bonuses, peer‑to‑peer recognition programs, and annual performance awards.
• Diversity & Inclusion: A culture that celebrates diverse perspectives and fosters belonging at every level.

Compensation & Benefits

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

• Base salary aligned with industry standards and performance.
• Performance‑based bonuses tied to individual and team metrics.
• Comprehensive health coverage (medical, dental, vision) for employees and their families.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including mental health support and virtual fitness memberships.
• Access to cutting‑edge collaboration tools and a fully remote work stipend.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a future where your contributions shape the customer experience for millions. You’ll work alongside passionate professionals who value innovation, collaboration, and personal growth. Our remote, flexible model empowers you to balance work and life while staying connected to a vibrant, global community.

Ready to elevate your customer service career and make a real impact? Apply now and become a key player in brighthush’s journey to deliver world‑class experiences.