Senior Customer Experience Specialist – Remote, Multi-Market, High‑Impact Role Driving Resident Satisfaction & Community Engagement at brighthush

About brighthush and the Opportunity

brighthush is not just a real‑estate company; it is a movement that redefines what it means to live in a community. With a portfolio that spans historic districts in Washington, D.C., sun‑kissed neighborhoods in Phoenix, and emerging urban hubs across the United States, brighthush is building spaces that feel like home, not just housing. Our mission is simple yet profound: to deliver Living Excellence to every resident by cultivating authentic relationships, seamless service, and a deep sense of belonging.

As a Senior Customer Experience Specialist, you will be the frontline ambassador for brighthush’s residents, prospects, and partners. Your daily interactions will shape the narrative of our communities, turning routine inquiries into memorable moments and turning challenges into opportunities for delight. This role is ideal for individuals who thrive in fast‑paced, technology‑driven environments and who are passionate about making a tangible difference in people’s lives.

Why brighthush is the Place to Grow Your Career

• Remote Flexibility – Work from the comfort of your own home while serving residents across multiple markets.
• Direct Impact – Your voice directly influences resident satisfaction, community reputation, and the overall success of brighthush’s portfolio.
• Career Pathways – We invest in continuous learning, mentorship, and clear progression routes from frontline roles to leadership positions.
• Inclusive Culture – A collaborative, high‑performing environment that celebrates diversity, accountability, and teamwork.
• Competitive Compensation – Hourly pay ranging from $21 to $29, with opportunities for bonuses and discretionary rewards.
• Comprehensive Benefits – Health, dental, vision, 401(k), and an employee share purchase plan for eligible employees.

Key Responsibilities

In this role, you will juggle multiple responsibilities with precision and empathy:

• Provide detailed leasing information to prospective residents, create quotes, and schedule appointments across all brighthush communities.
• Showcase community features and amenities tailored to each customer’s unique needs.
• Handle maintenance requests, emergency dispatches, and a wide range of resident inquiries via phone, email, SMS, chat, and other digital channels.
• Maintain accurate resident and prospect records in our resident ledger system, ensuring data integrity and compliance.
• Respond to all inquiries promptly, maintaining a customer‑focused attitude and high call quality.
• Escalate complex issues through the appropriate channels, collaborating with on‑site teams to resolve problems efficiently.
• Apply strong problem‑solving skills and sound judgment to navigate unpredictable situations.
• Consistently meet performance metrics: schedule adherence, average handle time, productivity, and call quality.
• Contribute to departmental goals, helping the team exceed targets and deliver exceptional service.
• Dedicate approximately 95% of scheduled time to customer interactions, with the remaining 5% focused on training and continuous improvement.
• Participate in additional projects and initiatives as needed to support business objectives.

Essential Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• Prior experience in a customer‑service role, preferably in a multi‑family or contact‑center environment.
• Strong customer‑focused attitude with creative problem‑solving skills.
• Excellent written and verbal communication, with advanced typing proficiency.
• Proficiency in Microsoft Office Suite (Teams, Word, Excel, Outlook) and ability to navigate multiple technology platforms simultaneously.
• Ability to multitask, take initiative, and thrive in a fast‑paced environment.
• Flexibility to work various shifts, including nights, weekends, holidays, and overtime as required.
• Bilingual (English/Spanish) is a plus.
• Reliable transportation and stable internet connection with Ethernet capability.
• Ability to sit for extended periods and relocate if necessary during outages.
• Willingness to attend occasional work‑related events, meetings, and trainings, potentially requiring travel to local brighthush offices or community sites.

Preferred Qualifications

• Experience with resident management systems and ticketing platforms.
• Background in emergency response coordination.
• Knowledge of residential property operations and maintenance processes.
• Previous remote work experience with a proven track record of self‑management and accountability.

Skills & Competencies

• Customer‑centric mindset with a passion for service excellence.
• Strong analytical and problem‑solving abilities.
• Exceptional organizational skills and attention to detail.
• Adaptability and resilience in dynamic, high‑pressure situations.
• Team collaboration and cross‑functional communication.
• Proactive learning and continuous improvement orientation.

Career Growth & Learning Opportunities

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

• Structured onboarding and mentorship programs that pair you with seasoned leaders.
• Regular training modules on customer service best practices, technology tools, and industry trends.
• Clear pathways to advance into supervisory, operations, or specialized roles such as Resident Services Manager or Community Experience Lead.
• Leadership development workshops and cross‑departmental projects that broaden your skill set.
• Recognition programs that celebrate high performers and innovative ideas.

Work Environment & Culture

Our remote work model empowers you to balance professional responsibilities with personal life. You’ll be part of a vibrant, inclusive team that values:

• Accountability and ownership.
• Collaboration across geographies.
• Continuous feedback and open communication.
• Fun, team‑building activities and community outreach.
• Commitment to diversity, equity, and inclusion.

Compensation & Benefits

Hourly pay ranges from $21 to $29, with potential for discretionary bonuses based on individual contribution and company performance. Eligible employees may also receive:

• Annual or quarterly discretionary bonuses.
• Restricted share awards for managerial roles.
• Health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Employee share purchase plan.
• Paid time off, sick leave, and holidays.
• Professional development stipend.

How to Apply

Ready to make a difference in people’s lives while advancing your career? Click the link below to submit your application and join the brighthush family.

Apply to This Job

Final Thoughts

At brighthush, we’re more than a company—we’re a community of passionate individuals dedicated to creating exceptional living experiences. If you’re a customer‑service champion who thrives in a fast‑paced, technology‑driven environment and is eager to grow professionally, we want to hear from you. Join us and help shape the future of community living, one interaction at a time.