Senior Customer Experience Specialist – Remote (US) – E&U Domain & Mainframe Application Development

About brighthush

At brighthush, we’re redefining the way the Energy & Utilities sector delivers value to its customers. With a legacy of innovation that spans decades, brighthush blends cutting‑edge technology with deep industry expertise to create seamless, secure, and scalable solutions. Our mission is simple: empower utilities to serve communities more efficiently, sustainably, and transparently. Whether you’re a seasoned professional or an emerging talent, you’ll find a culture that celebrates curiosity, collaboration, and continuous learning.

Why Join brighthush?

Working at brighthush means you’ll be part of a forward‑thinking team that tackles real‑world challenges. You’ll collaborate with cross‑functional stakeholders, influence product strategy, and see the tangible impact of your work on millions of customers. Our remote‑first model gives you the flexibility to thrive while staying connected to a vibrant community of experts who are passionate about technology, customer experience, and sustainable energy solutions.

Role Overview

We’re looking for a dedicated Customer Experience Specialist who will serve as the bridge between our customers, business analysts, and technical teams. In this role, you’ll 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.

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.
• Mainframe Application Development – Design, code, test, and debug mainframe applications using COBOL, JCL, DB2, and CICS. Ensure code quality, maintainability, and performance.
• 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.
• Data Security & Compliance – Enforce adherence to financial regulations (e.g., SOX, PCI‑DSS) and data security policies. Conduct risk assessments and implement mitigation strategies.
• 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.
• 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 Customer Experience Specialist, you’ll have access to:

• Mentorship from senior architects and domain experts.
• Regular training sessions on emerging technologies, such as AI‑driven analytics and cloud‑native mainframe solutions.
• Opportunities to lead cross‑functional initiatives, from process redesign to product enhancements.
• Clear career pathways into roles such as Technical Lead, Product Owner, or Domain Architect.
• Participation in industry conferences, webinars, and certification programs.

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.
• Access to a digital collaboration hub with real‑time chat, video conferencing, and project management tools.
• Flexible working hours that respect work‑life balance.
• A supportive community that celebrates diversity and encourages open dialogue.
• Regular virtual social events, hackathons, and wellness challenges.

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.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, sick leave, and parental leave.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including mental health support and fitness subsidies.

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.