Senior Customer Experience Specialist – Omnichannel Support & Technical Troubleshooting Lead – Remote & On‑Site Opportunities in Gurgaon, India – brighthush

About brighthush: Pioneering the Future of Customer Experience

brighthush is not just a customer‑service provider; we are a catalyst for transformative relationships between brands and their audiences. Situated in the heart of Gurgaon’s vibrant tech ecosystem, we empower global leaders across fintech, e‑commerce, healthcare, and consumer goods to deliver seamless, omnichannel support that turns fleeting interactions into lifelong loyalty. By marrying cutting‑edge technology, data analytics, and a human‑centric philosophy, we help our clients create experiences that resonate, delight, and inspire.

Why brighthush Is the Place to Grow Your Career

When you join brighthush, you become part of a culture that thrives on purpose, innovation, and continuous learning. Here’s what sets us apart:

• Global Impact, Local Roots: Work with top‑tier clients worldwide while staying connected to the dynamic Gurgaon community.
• Hybrid Flexibility: Choose between on‑site, remote, or hybrid work models that fit your lifestyle and maximize productivity.
• Career‑Accelerating Learning: Access to industry‑leading training, certifications, and mentorship programs that keep you ahead of the curve.
• Inclusive Culture: A workplace where diversity is celebrated, every voice is heard, and collaboration thrives.
• Competitive Compensation & Perks: Market‑aligned salary, performance bonuses, comprehensive health & wellness benefits, and generous paid time off.

Key Responsibilities

As a Senior Customer Experience Specialist, you will be the frontline champion for our clients’ customers, ensuring every interaction reflects brighthush’s commitment to excellence. Your day‑to‑day tasks will include:

• Omnichannel Support: Deliver high‑quality assistance via phone, chat, email, and text for both post‑sale technical and non‑technical inquiries.
• High‑Volume Query Management: Handle a large volume of low‑complexity queries in a call‑center environment, ensuring quick resolution and customer satisfaction.
• Complex Issue Resolution: Analyze and resolve more intricate problems in an office setting, collaborating with cross‑functional teams to identify root causes.
• Stakeholder Liaison: Serve as the bridge between customers, production, and distribution departments for order‑related inquiries.
• On‑Site Service: Manage walk‑in customer service at distribution centers, product return/repair facilities, or field service locations.
• CRM Excellence: Document all interactions accurately in our CRM system and follow up on escalations as needed.
• Continuous Improvement: Contribute to process enhancement initiatives by identifying gaps and proposing actionable solutions.
• Product & Industry Mastery: Maintain a deep understanding of product lines, service offerings, and industry trends to provide informed support.

Day‑to‑Day Workflow Snapshot

Imagine starting your day with a quick check of the CRM dashboard, prioritizing tickets, and then diving into a mix of live chat sessions, phone calls, and email responses. Mid‑morning, you might collaborate with the technical team to troubleshoot a firmware issue, while the afternoon could involve training a new team member or leading a process‑improvement workshop. Your role is dynamic, requiring agility, empathy, and a knack for turning challenges into opportunities.

Essential Qualifications

We’re looking for candidates who bring a blend of technical aptitude, customer‑centric mindset, and a passion for excellence:

• High school diploma or equivalent; bachelor’s degree in Business, Communications, or a related field preferred.
• Minimum of 1–2 years of experience in customer support, call center, or technical assistance roles.
• Strong verbal and written communication skills in English; proficiency in Hindi or other local languages is a plus.
• Basic knowledge of CRM platforms (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Ability to work independently while collaborating effectively with team members and other departments.
• Problem‑solving mindset with a knack for turning challenges into opportunities.
• Adaptability to changing priorities and a willingness to learn new technologies.

Preferred Qualifications

These additional skills will set you apart and accelerate your success at brighthush:

• Experience with technical troubleshooting for software or hardware products.
• Knowledge of omnichannel support strategies and best practices.
• Previous exposure to distribution center operations or logistics support.
• Certifications in Customer Service Excellence, ITIL, or related fields.
• Fluency in multiple languages, especially English and Hindi.

Core Skills & Competencies

Success in this role requires a blend of soft and hard skills:

• Customer‑First Attitude: Empathy, patience, and a genuine desire to help.
• Technical Proficiency: Comfortable navigating multiple software tools and troubleshooting basic issues.
• Communication: Clear, concise, and persuasive communication across all channels.
• Analytical Thinking: Ability to dissect problems, identify root causes, and recommend solutions.
• Time Management: Prioritize tasks effectively in a high‑volume environment.
• Team Collaboration: Work seamlessly with cross‑functional teams, from sales to product development.
• Continuous Improvement: Proactively seek ways to enhance processes and customer experience.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. We offer:

• Structured career paths from Customer Support Specialist to Team Lead, Manager, and beyond.
• Mentorship programs pairing you with seasoned leaders who guide your professional development.
• Access to internal and external training—technical certifications, soft‑skill workshops, and leadership courses.
• Opportunities to work on cross‑functional projects that broaden your skill set and visibility.
• Regular performance reviews with clear metrics and growth plans.

Work Environment & Culture at brighthush

We pride ourselves on fostering a workplace that feels like a second home:

• Inclusive, collaborative, and respectful culture that values diversity of thought and background.
• Open communication channels—town halls, suggestion boxes, and regular feedback loops.
• Employee resource groups that celebrate culture, wellness, and community service.
• Flexible work hours and remote options to support work‑life balance.
• Regular team‑building events, hackathons, and community outreach initiatives.

Compensation & Benefits

While specific figures may vary based on experience and role, brighthush offers a competitive package that includes:

• Base salary aligned with industry standards.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and public holidays.
• Wellness programs: gym memberships, mental health support, and wellness stipends.
• Employee referral bonuses and recognition awards.

How to Apply

Ready to take the next step in your career and join a team that values innovation, empathy, and growth? Click the link below to submit your application and start your journey with brighthush.

Apply to this job

We’re Committed to Inclusion

brighthush is an Equal Opportunity Employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. If you require accommodations during the application process due to a disability, please contact your local brighthush office for assistance.