Senior Customer Experience Specialist – Virtual Research Panel Engagement & Participant Support Lead – Remote, Data‑Driven, Growth‑Oriented Opportunity at brighthush

About brighthush and the Future of Consumer Insight

At brighthush, we believe that the most powerful decisions are driven by authentic, real‑world feedback. Our mission is to connect everyday consumers with brands and innovators through thoughtfully designed research panels, focus groups, and online studies. By harnessing the voices of diverse participants, we help companies create products, services, and experiences that truly resonate. As a global leader in consumer insight, brighthush is committed to ethical research practices, data integrity, and a culture that values curiosity, collaboration, and continuous learning.

We operate at the intersection of technology and human experience, leveraging advanced analytics, AI‑powered matching algorithms, and a vibrant community of participants to deliver insights that are both actionable and trustworthy. Our platform is built on a foundation of transparency, inclusivity, and a relentless focus on participant well‑being, ensuring that every interaction is respectful, engaging, and meaningful.

Why This Role Matters

The Senior Customer Experience Specialist is the linchpin that keeps our research ecosystem running smoothly. You will be the primary advocate for our participants, ensuring that every study invitation, every support ticket, and every data point reflects the highest standards of quality and care. Your work directly influences participation rates, data integrity, and the overall success of our research projects. In a world where data is abundant but trust is scarce, you become the guardian of participant confidence and the catalyst for high‑quality insights.

By mastering the art of participant engagement, you will help shape the future of consumer research, empower brands to make better decisions, and contribute to products that genuinely improve people’s lives.

Key Responsibilities

• Participant Engagement & Support – Serve as the primary point of contact for research panel members, answering inquiries, troubleshooting technical issues, and guiding participants through study protocols.
• Study Matching & Eligibility Screening – Review incoming study invitations, assess participant eligibility, and match individuals to appropriate research opportunities based on demographics, interests, and availability.
• Data Quality Assurance – Monitor responses for completeness, consistency, and adherence to study instructions, flagging any anomalies for follow‑up.
• Communication & Outreach – Craft clear, concise, and engaging communications (emails, texts, push notifications) that encourage participation and reinforce study expectations.
• Process Improvement – Collaborate with cross‑functional teams (Product, Data Science, Compliance) to refine participant workflows, automate repetitive tasks, and implement best practices.
• Compliance & Ethics Oversight – Ensure all participant interactions comply with privacy regulations (GDPR, CCPA) and brighthush’s internal policies, safeguarding data and participant rights.
• Reporting & Analytics – Generate regular reports on participation metrics, response rates, and engagement trends to inform strategy and operational decisions.
• Team Leadership & Mentorship – Mentor junior team members, share knowledge, and foster a culture of continuous improvement within the Customer Experience team.
• Stakeholder Collaboration – Work closely with Research, Product, and Marketing teams to align participant experience with broader business objectives.

Essential Qualifications

• Minimum of 18 years of age, with a valid government ID for verification.
• Reliable high‑speed internet connection and a personal device (computer, tablet, or smartphone) capable of running modern web browsers and video conferencing tools.
• Excellent written communication skills in English; additional languages are a plus.
• Strong attention to detail, with the ability to follow complex instructions and maintain accuracy in data entry.
• Proficiency in using online survey platforms (brighthush, brighthush, etc.) and basic troubleshooting of browser or device issues.
• Demonstrated ability to handle sensitive information with discretion and professionalism.
• Experience in a remote or virtual work environment, demonstrating self‑management and time‑zone flexibility.

Preferred Qualifications

• Experience in customer service, call center, or participant support roles within research, market analysis, or related fields.
• Familiarity with research ethics, informed consent processes, and data protection regulations.
• Background in data analysis or experience using brighthush, brighthush, or similar tools for reporting.
• Knowledge of social media platforms and digital communication trends to better engage participants.
• Experience with CRM or help‑desk software (brighthush, brighthush, etc.) and ticketing systems.
• Strong analytical mindset with the ability to translate data insights into actionable process improvements.

Skills & Competencies for Success

• Customer‑Centric Mindset – Empathy, patience, and a genuine desire to help participants feel valued and heard.
• Technical Aptitude – Comfort with troubleshooting connectivity, browser settings, and basic software installations.
• Analytical Thinking – Ability to spot patterns, identify data quality issues, and propose actionable solutions.
• Communication Excellence – Clear, concise, and engaging written communication tailored to diverse audiences.
• Adaptability & Resilience – Thrive in a constantly evolving research landscape, handling multiple studies and shifting priorities with ease.
• Team Collaboration – Work seamlessly with cross‑functional teams, sharing insights and contributing to continuous improvement.
• Project Management – Ability to manage multiple tasks, set priorities, and meet deadlines in a fast‑paced environment.
• Data‑Driven Decision Making – Use metrics and analytics to guide improvements and demonstrate impact.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Senior Customer Experience Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training modules on research methodology, data privacy, and emerging digital tools.
• Opportunities to transition into roles such as Participant Success Manager, Data Analyst, or Research Operations Lead.
• Participation in cross‑departmental projects, allowing you to broaden your skill set and network across the organization.
• Annual performance reviews with clear pathways for promotion and salary adjustments.
• Access to industry conferences, webinars, and certification programs to keep you at the forefront of consumer research.
• Leadership development workshops to prepare you for future managerial responsibilities.

Work Environment & Culture at brighthush

Our culture is built on transparency, innovation, and a shared commitment to making research accessible and ethical. Key highlights include:

• Remote‑First Flexibility – Work from anywhere with a reliable internet connection, enjoying a healthy work‑life balance.
• Inclusive Community – A diverse team that celebrates different perspectives and encourages open dialogue.
• Continuous Feedback Loop – Regular check‑ins, pulse surveys, and a culture that values constructive feedback.
• Wellness & Well‑Being – Access to mental health resources, virtual fitness classes, and wellness stipends.
• Social Impact – Contribute to research that drives positive change in consumer products, sustainability, and social responsibility.
• Innovation Hub – Collaborative spaces (virtual and physical) where ideas are shared, prototyped, and tested.
• Recognition & Celebration – Regular shout‑outs, awards, and team celebrations that highlight individual and collective achievements.

Compensation, Perks, and Benefits

While the role is not a traditional full‑time position, brighthush offers a competitive compensation package that reflects the value of your contributions:

• Performance‑Based Incentives – Earn bonuses tied to participation rates, data quality metrics, and customer satisfaction scores.
• Flexible Work Hours – Align your schedule with study timelines and personal commitments.
• Technology Stipend – Receive a monthly allowance to upgrade your device or internet service.
• Professional Development Budget – Allocate funds for courses, certifications, or conferences that enhance your expertise.
• Health & Wellness Resources – Access to virtual counseling, meditation apps, and wellness challenges.
• Paid Time Off – Generous PTO policy that rewards dedication and promotes work‑life balance.

Ready to Make an Impact?

If you are passionate about creating meaningful connections between consumers and brands, thrive in a data‑rich environment, and want to be part of a forward‑thinking team that values integrity and innovation, we encourage you to apply. Join brighthush and help shape the next generation of consumer insight.