Senior Customer Experience Specialist – Omnichannel Support Lead (Remote & On‑Site) – Gurgaon, India – brighthush – Driving Excellence in Global Customer Service

About brighthush

brighthush is a trailblazer in customer experience, redefining how businesses connect with their audiences across the globe. With a presence in more than 80 countries and a portfolio that spans technology, finance, healthcare, and consumer goods, we deliver world‑class omnichannel support that blends empathy, efficiency, and relentless innovation. Our mission is simple yet powerful: to empower every customer interaction with a human touch, data‑driven insight, and a commitment to continuous improvement.

Why brighthush is the Place to Grow Your Career

At brighthush, people are our greatest asset. We invest in continuous learning, foster a culture of inclusion, and celebrate every milestone—big or small. Whether you’re a seasoned professional or just starting your career, you’ll find a supportive environment that values growth, encourages creativity, and rewards excellence. Our people thrive on the opportunity to work with cutting‑edge technology, collaborate with global teams, and make a tangible impact on customer satisfaction.

Key Benefits & Perks

• Competitive base salary with performance‑based bonuses
• Comprehensive health, dental, and vision coverage for you and your family
• Flexible work arrangements: fully remote, hybrid, or on‑site options
• Generous paid time off, including mental health days and parental leave
• Professional development budget and access to industry‑leading training platforms
• Employee wellness programs, including virtual fitness classes and mindfulness sessions
• Annual company retreats and team‑building events
• Recognition programs that celebrate individual and team achievements

Position Overview

We are looking for a Senior Customer Experience Specialist to join our Gurgaon team. In this role, you will provide exceptional post‑sale technical and non‑technical support to both business and end‑consumer customers. You will work across multiple channels—phone, chat, and text—ensuring that every interaction reflects brighthush’s commitment to quality and customer satisfaction. This is a hybrid role that offers the flexibility of remote work while also providing the opportunity to collaborate in person at our vibrant Gurgaon office.

Core Responsibilities

• Deliver high‑volume, low‑complexity support via phone, chat, and text, maintaining a first‑response time of under 30 seconds.
• Analyze and resolve medium‑complexity inquiries in a structured office environment, documenting solutions in our CRM system.
• Act as a liaison between customers, production, and distribution teams for order‑related queries.
• Provide technical and non‑technical assistance in walk‑in service centers, ensuring a seamless customer experience.
• Collaborate with cross‑functional teams to identify process improvements and share best practices.
• Maintain up‑to‑date knowledge of product features, updates, and troubleshooting procedures.
• Adhere to company policies, quality standards, and compliance requirements.
• Participate in ongoing training and skill‑enhancement programs.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree in Business, Communications, or a related field preferred.
• Minimum of 2 years of experience in customer support, preferably in a call center or omnichannel environment.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Demonstrated ability to handle high‑volume inquiries while maintaining accuracy and professionalism.
• Excellent problem‑solving skills and a customer‑centric mindset.
• Adaptability to changing priorities and willingness to work flexible hours, including weekends and holidays.

Preferred Qualifications

• Experience in technical support for software or hardware products.
• Knowledge of quality assurance metrics and reporting.
• Previous exposure to distribution center operations or field service environments.
• Certifications in customer service or related disciplines.

Key Skills & Competencies

• Customer‑first attitude with a passion for solving problems.
• Strong analytical and troubleshooting abilities.
• Excellent time‑management and organizational skills.
• Team player who thrives in a collaborative, fast‑paced environment.
• Resilience under pressure and a proactive approach to continuous improvement.

Career Growth & Development

At brighthush, we’re committed to your professional journey. As a Senior Customer Experience Specialist, you’ll have clear pathways to advance into:

• Team Lead or Supervisor roles, overseeing a group of support agents.
• Specialist positions in product support, technical troubleshooting, or quality assurance.
• Cross‑functional roles in operations, process improvement, or customer success management.

We provide structured mentorship programs, leadership training, and access to industry conferences to help you build the skills you need to succeed. Whether you aspire to lead a team, specialize in a niche area, or transition into a strategic role, brighthush offers the resources and support to make it happen.

Work Environment & Culture at brighthush

Our Gurgaon office is a vibrant hub that blends modern design with collaborative spaces. Whether you choose to work from home or join us on site, you’ll experience:

• Open communication channels with senior leadership.
• Inclusive teams that celebrate diversity and encourage fresh ideas.
• A culture that values work‑life balance, mental health, and overall well‑being.
• Regular team‑building activities, hackathons, and community service projects.

We believe that a positive work environment fuels creativity, drives performance, and fosters lasting relationships. At brighthush, you’ll find a community that supports your personal and professional growth while celebrating your successes.

Compensation & Perks (General Overview)

While specific figures vary by role and experience, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance for employees and dependents.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and tuition reimbursement.
• Employee stock purchase plan and retirement savings options.
• Wellness initiatives such as gym memberships, meditation apps, and health screenings.

How to Apply

If you’re ready to bring your passion for customer service to a dynamic, global team, we’d love to hear from you. Click the link below to submit your application and join brighthush’s mission to create unforgettable customer experiences.