Senior Customer Experience Specialist – Omni‑Channel Support & Order Management Lead, Champion Retail Excellence at brighthush – Driving Exceptional Service & Seamless Shopping Journeys

About brighthush

brighthush is more than a retailer; it’s a movement that redefines the way people shop. From flagship stores in bustling city centers to cozy suburban outlets, and a rapidly expanding e‑commerce platform, brighthush has become synonymous with quality, affordability, and an unforgettable customer experience. Our mission is simple yet powerful: empower shoppers to discover the perfect product—whether it’s footwear, apparel, accessories, or home essentials—while delivering service that feels personal, responsive, and always customer‑centric. We invest heavily in cutting‑edge technology, comprehensive training, and continuous employee growth, ensuring that every team member has the tools and support needed to thrive in a fast‑moving retail landscape.

Why Join brighthush?

At brighthush, you’ll be part of a vibrant, inclusive culture that celebrates diversity, innovation, and collaboration. We believe that our people are our greatest asset, and we provide a work environment that encourages creativity, continuous learning, and career advancement. Whether you’re just starting your career or looking to elevate your expertise, brighthush offers a clear path for growth, mentorship, and the opportunity to make a real impact on our customers’ lives. Here’s what sets us apart:

• Innovation at Scale: We blend physical retail with digital experiences, creating a seamless omni‑channel journey that keeps pace with evolving consumer expectations.
• Employee‑First Philosophy: Your well‑being matters. Flexible scheduling, supportive policies, and a focus on work‑life balance are woven into our daily operations.
• Community Impact: From local volunteer initiatives to global sustainability projects, we give back to the communities that support us.
• Career Momentum: Structured career ladders, cross‑functional projects, and leadership mentorship help you grow faster than in traditional retail.

Key Responsibilities

Customer Interaction & Support

• Handle inbound customer calls, emails, live chat, and social media inquiries with professionalism, empathy, and a solution‑oriented mindset.
• Resolve product, order, and payment issues promptly, ensuring a positive outcome for the customer and maintaining brand trust.
• Provide accurate product information, recommend solutions, and upsell or cross‑sell when appropriate to enhance the customer experience.
• Document all interactions in the CRM system, ensuring data integrity and enabling future touchpoints.
• Escalate complex issues to the appropriate teams while maintaining ownership of the customer’s journey.

Order & Returns Management

• Process orders, cancellations, refunds, and exchanges through integrated POS and e‑commerce platforms.
• Verify order details, manage approvals, and coordinate with fulfillment teams to ensure timely delivery and accurate inventory updates.
• Handle returns and exchanges, ensuring compliance with company policies, quality control standards, and customer satisfaction.
• Track return merchandise authorization (RMA) numbers and update status in real time for both customers and internal stakeholders.

Logistics & Claims Handling

• Manage carrier claims for lost, damaged, or delayed shipments, collaborating with logistics partners to secure timely resolutions.
• Track shipment status, communicate updates to customers, and coordinate resolution steps to minimize disruption.
• Maintain accurate records of all claims, including documentation, correspondence, and resolution outcomes.

Omni‑Channel Coordination

• Support in‑store pickups, curbside, and delivery issues across all channels, ensuring a frictionless experience.
• Collaborate with store associates to resolve in‑person concerns and provide seamless service that aligns with brand standards.
• Maintain accurate records of all customer interactions in the CRM system, enabling a unified view of the customer journey.
• Participate in store‑wide initiatives to improve the in‑store experience, such as layout optimization and product placement.

Continuous Improvement

• Identify recurring issues and propose process enhancements to improve efficiency and customer satisfaction.
• Participate in training sessions, workshops, and cross‑functional projects to stay current with industry trends and best practices.
• Contribute to the development of knowledge base articles, FAQs, and training materials for new hires.
• Track key performance indicators (KPIs) such as first‑contact resolution, average handling time, and customer satisfaction scores.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 1 year of customer service experience in a fast‑paced retail or call‑center environment.
• Strong verbal and written communication skills in English; bilingual Spanish is a plus.
• Proficiency in retail math (addition, subtraction, multiplication, division, percentages).
• Basic computer literacy: comfortable navigating web browsers, email, and Microsoft Office (Excel, Word).
• Experience with POS systems and CRM platforms is highly desirable.
• Ability to multitask, prioritize, and remain calm under pressure.
• Flexible schedule, including weekends, holidays, and occasional evenings.

Preferred Qualifications

• Experience with e‑commerce order management and fulfillment processes.
• Knowledge of PCI compliance and data security best practices.
• Previous exposure to carrier claim management.
• Strong problem‑solving skills and a proactive approach to customer service.
• Experience in a retail environment that values teamwork and collaboration.

Skills & Competencies

• Customer‑First Mindset: Always put the customer’s needs at the forefront.
• Effective Listening & Empathy: Understand and address concerns with genuine care.
• Attention to Detail: Accurate data entry and record‑keeping.
• Adaptability: Thrive in a dynamic, evolving environment.
• Time Management: Handle multiple tasks efficiently while maintaining quality.
• Team Player: Collaborate with colleagues across departments to achieve shared goals.
• Tech Savvy: Comfortable learning new software and tools quickly.
• Analytical Thinking: Identify patterns, diagnose issues, and recommend solutions.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Customer Experience Specialist, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, customer service excellence, and technical skills.
• Mentorship from senior team members and leaders who share their expertise and insights.
• Clear advancement pathways: from Specialist to Team Lead, Manager, and beyond.
• Cross‑departmental projects that broaden your skill set and expose you to new areas of the business.
• Regular performance reviews and goal‑setting sessions to help you track progress and set future objectives.
• Access to industry conferences, webinars, and certification programs at no cost.
• Opportunities to lead initiatives that shape the future of our customer experience strategy.

Work Environment & Culture

brighthush fosters a culture of inclusivity, respect, and continuous improvement. Our employees enjoy:

• A collaborative atmosphere where ideas are valued and innovation is encouraged.
• Open communication channels with leadership and peers.
• Recognition programs that celebrate achievements and milestones.
• Team‑building events, volunteer opportunities, and community outreach initiatives.
• A focus on work‑life balance, with flexible scheduling and supportive policies.
• Modern, ergonomic workspaces equipped with the latest technology.
• Regular wellness programs, including mindfulness sessions and fitness challenges.

Compensation & Benefits

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

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses and incentives.
• Health, dental, and vision insurance options.
• Paid time off, including vacation, sick leave, and holidays.
• Employee discount program for brighthush products.
• Retirement savings plan with company match.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance program (EAP) for mental health support.
• Flexible work arrangements, including remote options where applicable.

Diversity & Inclusion

brighthush is proud to be an equal‑opportunity employer. We celebrate the unique perspectives that each individual brings and are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. Our hiring practices are designed to attract a diverse talent pool, and we actively support initiatives that promote equity and inclusion across all levels of the organization.

Technology & Tools

To deliver world‑class service, we rely on a suite of modern tools:

• CRM platform for customer data, interaction history, and case management.
• POS system integrated with inventory and order fulfillment.
• Live chat and social media monitoring tools for real‑time engagement.
• Analytics dashboards to track KPIs and drive data‑driven decisions.
• Collaboration platforms (Slack, Teams) for cross‑functional communication.

Performance Metrics

Your success will be measured against clear, actionable metrics:

• First‑Contact Resolution (FCR) rate.
• Average Handling Time (AHT).
• Customer Satisfaction Score (CSAT).
• Net Promoter Score (NPS) contributions.
• Order accuracy and return processing efficiency.
• Claim resolution turnaround time.

How to Apply

Ready to bring your passion for customer service to brighthush? Click the link below to submit your application and join a team that values your contributions, supports your growth, and celebrates your successes.

Apply to brighthush Today

Closing Statement

At brighthush, we believe that every interaction is an opportunity to create lasting value—for our customers, our partners, and our people. If you’re driven by service excellence, thrive in a dynamic environment, and want to be part of a company that rewards dedication and innovation, we invite you to apply for the Senior Customer Experience Specialist role. Join us and help shape the future of retail, one customer at a time.