Senior Customer Experience Specialist – Telecommunications Solutions Advisor & Remote Support Champion – Driving Innovation, Delight, and Exceptional Service at brighthush

Welcome to brighthush – Where Connections Spark Innovation

At brighthush, we’re more than a telecommunications provider; we’re a movement that empowers millions to stay connected, informed, and entertained. Every day, our team delivers reliable voice, data, and entertainment services that keep people linked to the world around them. Our mission is simple yet powerful: deliver exceptional, human‑centered support that turns everyday challenges into moments of delight. If you thrive on problem‑solving, empathy, and innovation, brighthush offers an environment where your expertise can shine and your career can accelerate.

Why brighthush is the Place to Grow Your Career

Working with brighthush means you’ll be part of a forward‑thinking team that values creativity, collaboration, and continuous learning. We invest in cutting‑edge tools—including AI‑assisted support systems—to help you resolve complex issues faster while still maintaining the personal touch that sets us apart. Your contributions will directly influence customer satisfaction scores, retention rates, and the overall brand experience.

We believe that a great career is built on purpose, and purpose is built on impact. At brighthush, every interaction you handle has the potential to shape the future of connectivity for millions of people. Whether you’re troubleshooting a home router, guiding a customer through a new streaming service, or helping a small business optimize its network, you’ll see the tangible results of your work in real time.

Role Overview

As a Senior Customer Experience Specialist, you will serve as the frontline advocate for our customers, ensuring that every interaction is seamless, efficient, and memorable. You’ll blend technical acumen with a genuine passion for service, guiding customers through troubleshooting, account management, and product discovery—all while championing brighthush’s values of integrity, innovation, and inclusivity.

In this role, you will:

• Act as the primary point of contact for a diverse portfolio of customers across multiple channels.
• Leverage advanced diagnostic tools and AI insights to deliver rapid, accurate solutions.
• Collaborate with cross‑functional teams—engineering, product, sales—to resolve escalated issues and drive continuous improvement.
• Mentor junior agents, sharing best practices and fostering a culture of excellence.

Key Responsibilities

• Active Listening & Discovery: Engage with customers via phone, chat, or video to understand their unique needs and uncover underlying issues.
• Problem Resolution: Research and resolve a wide range of concerns—account, billing, service activation, device troubleshooting, and technical support—using multiple internal systems.
• Personalized Solutions: Craft tailored recommendations that address the customer’s pain points while aligning with brighthush’s product portfolio.
• Upsell & Cross‑Sell: Confidently present upgrades, additional lines, or complementary services that enhance the customer’s experience and drive revenue.
• Conflict Management: Handle frustrated or challenging customers with composure, turning negative interactions into positive outcomes.
• Retention Champion: Identify opportunities to retain customers by proactively solving problems and reinforcing the value of brighthush services.
• Data Accuracy: Log all interactions accurately in our CRM, ensuring that every customer record reflects the latest status and history.
• Performance Metrics: Meet or exceed established KPIs such as first‑contact resolution, average handle time, and customer satisfaction scores.
• Continuous Improvement: Participate in training sessions, share best practices, and contribute to process enhancements that elevate the support experience.
• Team Collaboration: Work seamlessly with engineering, product, and sales teams to provide feedback on product usability and customer pain points.
• Knowledge Sharing: Author and maintain internal knowledge base articles, FAQs, and troubleshooting guides for the support community.

Essential Qualifications

• Minimum 6 months of customer service experience in any industry (telecommunications, retail, hospitality, or technical support).
• High school diploma or GED required.
• Legal authorization to work in the United States.
• Strong verbal and written communication skills in English.
• Proficiency with computers, including the ability to navigate multiple software platforms simultaneously.
• Reliable, high‑speed cable or fiber‑optic internet connection (minimum 25 Mbps download / 10 Mbps upload, ping
• Private, distraction‑free workspace with a desk, chair, and webcam for video interactions.
• Ability to work scheduled shifts, including occasional overtime, to meet business needs.

Preferred Qualifications

• Experience in a call center or remote support environment.
• Knowledge of telecommunications products and services.
• Familiarity with AI‑assisted support tools and CRM systems.
• Previous sales or upselling experience.
• Multilingual capabilities to serve a diverse customer base.
• Certifications in customer service or technical support (e.g., ITIL, CompTIA).

Skills & Competencies

• Problem‑Solving: Ability to analyze complex issues, identify root causes, and devise effective solutions.
• Empathy & Emotional Intelligence: Understand customer emotions and respond with genuine care.
• Communication: Clear, concise, and professional communication across all channels.
• Adaptability: Thrive in a fast‑changing environment with evolving tools and processes.
• Time Management: Prioritize tasks efficiently while maintaining high service quality.
• Team Collaboration: Work seamlessly with cross‑functional teams, sharing insights and best practices.
• Tech Savviness: Quick to learn new software, AI tools, and system integrations.
• Customer‑Centric Mindset: Always put the customer’s needs first and seek to exceed expectations.

Career Growth & Learning Opportunities

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

• Structured onboarding and ongoing training modules covering product knowledge, soft skills, and advanced troubleshooting.
• Mentorship programs pairing you with senior support agents and managers.
• Clear career pathways to roles such as Senior Support Specialist, Team Lead, Technical Support Engineer, or Product Specialist.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Regular performance reviews with actionable feedback and personalized development plans.
• Opportunities to lead initiatives—such as AI tool adoption, knowledge base revamp, or customer journey mapping—that directly influence company strategy.

Work Environment & Company Culture

Our remote support model empowers you to work from the comfort of your home while maintaining a professional, distraction‑free environment. We value:

• Work‑life balance: flexible scheduling and a supportive culture that respects personal commitments.
• Innovation: access to the latest AI tools and collaborative platforms that streamline your workflow.
• Diversity & Inclusion: a team that celebrates varied perspectives and fosters belonging.
• Recognition: regular shout‑outs, performance bonuses, and employee appreciation events.
• Community: quarterly virtual town halls, hackathons, and volunteer days that bring the team together.

Compensation & Benefits

We offer a competitive compensation package that includes:

• Starting hourly rate of $16.00, with opportunities for overtime and performance bonuses.
• Full‑time, 40‑hour work week.
• Comprehensive medical, dental, and vision insurance plans.
• Paid time off (vacation, sick leave, and holidays).
• Employee assistance programs and wellness resources.
• Company‑provided equipment: high‑quality headset, webcam, and a stipend for a dedicated workspace.
• Professional development stipend for courses, certifications, or conferences.
• Employee stock purchase plan and long‑term incentive program.

How to Apply

Ready to bring your customer‑centric mindset to brighthush? Click the link below to submit your application and join a team that values your expertise, supports your growth, and celebrates your successes.

Apply to brighthush Today

We look forward to discovering how your passion for service and problem‑solving can help us create unforgettable experiences for our customers. Join brighthush and be part of a company that’s not just connecting people— we’re connecting possibilities.