Senior Customer Experience Specialist – Remote (US) – Energy & Utilities Domain & Mainframe Application Development – Championing Sustainable Utility Solutions at brighthush

About brighthush

brighthush is a pioneering force in the Energy & Utilities (E&U) landscape, redefining how utilities connect with the communities they serve. With a legacy spanning over three decades, we blend deep industry expertise with cutting‑edge technology to deliver solutions that are secure, scalable, and relentlessly customer‑centric. Our mission is clear: empower utilities to operate more efficiently, sustainably, and transparently, ensuring every customer interaction exemplifies the highest standards of service and trust.

Whether you are a seasoned professional or an emerging talent, brighthush offers a culture that celebrates curiosity, collaboration, and continuous learning. We believe that the best ideas emerge from diverse perspectives, and we actively nurture an environment where every voice is heard and every contribution matters. Join us and help shape the future of utility services across the United States.

Why Join brighthush?

At brighthush, you will be part of a forward‑thinking team tackling real‑world challenges in the E&U sector. You’ll collaborate with cross‑functional stakeholders, influence product strategy, and witness the tangible impact of your work on millions of customers nationwide. Our remote‑first model gives you the flexibility to thrive while staying connected to a vibrant community of experts passionate about technology, customer experience, and sustainable energy solutions.

Key reasons to join

• Work from anywhere in the U.S. with a fully supported remote infrastructure.
• Engage with industry leaders and innovators through virtual town halls, hackathons, and continuous learning programs.
• Contribute to projects that directly improve the reliability and affordability of essential services for communities nationwide.
• Benefit from a culture that values work‑life balance, diversity, and inclusion.
• Access to cutting‑edge tools and technologies that keep you at the forefront of the industry.

Role Overview

We are seeking a dedicated Senior Customer Experience Specialist who will serve as the bridge between our customers, business analysts, and technical teams. In this role, you will leverage your expertise in the Energy & Utilities domain, mainframe application development, and customer support to deliver high‑quality solutions that meet stringent regulatory and security standards.

As a key member of our product and engineering organization, you will:

• Translate complex customer needs into actionable technical requirements.
• Design, code, test, and maintain mainframe applications that power critical utility services.
• Champion a customer‑centric mindset across all stages of the product lifecycle.
• Ensure compliance with industry regulations and data security best practices.
• Drive continuous improvement initiatives that enhance service quality and operational efficiency.

Key Responsibilities

• Domain Expertise & Insight Generation – Apply deep knowledge of the Energy & Utilities (E&U) domain to provide specialized insights in CSS (Customer/1), service order processing, and billing workflows. Translate domain nuances into technical solutions that meet business objectives.
• Mainframe Application Development – Design, code, test, and debug mainframe applications using COBOL, JCL, DB2, and CICS. Ensure code quality, maintainability, and performance through rigorous testing and peer reviews.
• Project Collaboration – Work closely with business analysts, product owners, and project managers to translate business requirements into technical solutions. Participate in sprint planning, backlog grooming, and retrospectives to keep projects on track.
• Data Security & Compliance – Enforce adherence to financial regulations (e.g., SOX, PCI‑DSS) and data security policies. Conduct risk assessments and implement mitigation strategies to protect customer data.
• Documentation & Training – Create and maintain comprehensive project documentation, user guides, and training materials. Facilitate knowledge transfer sessions for internal teams and external stakeholders.
• Issue Liaison & Resolution – Coordinate with support teams to ensure timely issue resolution. Document troubleshooting steps, root causes, and corrective actions to prevent recurrence.
• Knowledge Management – Continuously develop and maintain an understanding of customer‑specific business environments, service level agreements (SLAs), and industry best practices.
• Problem Resolution & Process Improvement – Identify recurring customer problems, propose process enhancements, and document lessons learned to improve overall service quality.

Essential Qualifications

• Minimum of 3 years of professional experience in a customer‑facing role within the Energy & Utilities sector.
• Proven expertise in mainframe technologies: COBOL, JCL, DB2, and CICS.
• Strong understanding of CSS (Customer/1) and billing systems.
• Experience working with cross‑functional teams in an Agile environment.
• Excellent analytical and problem‑solving skills, with a keen eye for detail.
• Strong communication skills, both written and verbal, in English.
• Ability to manage multiple priorities and deliver high‑quality results under tight deadlines.

Preferred Qualifications

• Experience with cloud migration of mainframe workloads or hybrid cloud environments.
• Knowledge of regulatory frameworks such as NERC CIP, ISO 27001, or GDPR.
• Certifications in COBOL, DB2, or mainframe security.
• Background in customer support or service desk operations.
• Familiarity with DevOps practices and CI/CD pipelines for mainframe applications.

Core Skills & Competencies

• Technical Proficiency – Advanced coding skills in COBOL, JCL, DB2, and CICS; experience with mainframe debugging tools.
• Domain Knowledge – In‑depth understanding of E&U processes, customer service workflows, and billing systems.
• Analytical Thinking – Ability to dissect complex problems, identify root causes, and propose actionable solutions.
• Collaboration & Influence – Skilled at building relationships across business, technical, and support teams.
• Communication – Clear, concise, and persuasive communication in both written documentation and verbal presentations.
• Adaptability – Comfortable working in a fast‑paced, evolving environment with shifting priorities.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and driving continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Customer Experience Specialist, you will have access to:

• Mentorship from senior architects and domain experts who guide your technical and professional growth.
• Regular training sessions on emerging technologies, such as AI‑driven analytics, cloud‑native mainframe solutions, and advanced security frameworks.
• Opportunities to lead cross‑functional initiatives, from process redesign to product enhancements, giving you a platform to showcase leadership skills.
• Clear career pathways into roles such as Technical Lead, Product Owner, or Domain Architect, with structured progression plans.
• Participation in industry conferences, webinars, and certification programs that keep you at the forefront of the E&U and mainframe landscapes.

Work Environment & Culture

brighthush fosters a culture of transparency, innovation, and inclusivity. Our remote‑first model means you can work from anywhere in the United States, while still enjoying:

• Weekly virtual town halls and team stand‑ups that keep everyone aligned and engaged.
• Access to a digital collaboration hub with real‑time chat, video conferencing, and project management tools.
• Flexible working hours that respect work‑life balance and personal commitments.
• A supportive community that celebrates diversity and encourages open dialogue.
• Regular virtual social events, hackathons, and wellness challenges that build camaraderie and promote well‑being.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for senior mainframe and customer experience roles.
• Performance‑based bonuses and equity options that reward your contributions.
• Comprehensive health, dental, and vision insurance plans for you and your family.
• 401(k) plan with company match to support your long‑term financial goals.
• Paid time off, sick leave, and parental leave to ensure you can recharge and focus on what matters.
• Professional development stipend and tuition reimbursement to support your learning journey.
• Wellness programs, including mental health support, fitness subsidies, and mindfulness resources.

How to Apply

If you’re ready to bring your expertise in E&U domain, mainframe development, and customer experience to a forward‑thinking organization, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Applications can be submitted directly through our careers portal or via the link below.

Apply to brighthush Today

Join Us and Make a Difference

At brighthush, every line of code, every customer interaction, and every process improvement contributes to a brighter, more sustainable future for communities worldwide. If you’re passionate about technology, customer experience, and the Energy & Utilities sector, we invite you to apply and help shape the next generation of utility solutions.

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