Senior Customer Experience Strategist & Digital Engagement Lead – Driving AI‑Powered Omnichannel Shopping Journeys for Retail Innovation at brighthush

About brighthush: Pioneering the Future of Retail

brighthush is more than a technology firm; it is a movement that reimagines how consumers discover, experience, and purchase products. By weaving together artificial intelligence, data science, and human‑centered design, we craft shopping journeys that feel intuitive, personalized, and almost magical. From the first tap on a mobile app to the final delivery confirmation, every interaction is engineered to anticipate needs, eliminate friction, and nurture lasting loyalty. Our mission is to empower retailers worldwide to deliver seamless, omnichannel experiences that delight customers and drive sustainable growth.

Why brighthush Is the Ideal Launchpad for Your Career

Innovation at Scale – We invest heavily in research and development, ensuring our solutions stay ahead of market trends. Whether it’s AI‑powered chatbots, predictive analytics, or next‑generation checkout flows, you’ll be at the forefront of retail technology.

Growth‑Focused Culture – Clear career progression paths, mentorship programs, and a commitment to continuous learning mean you’ll grow faster than you ever imagined.

Impactful Work – Every decision you make directly shapes the experience of millions of customers worldwide. Your ideas will be heard, tested, and implemented at scale.

Role Overview – Your Strategic Influence

As the Senior Customer Experience Strategist & Digital Engagement Lead, you will be the voice of the customer across all digital and physical channels. Your strategic mindset and hands‑on execution will shape the future of our omnichannel experience, ensuring that every interaction is seamless, personalized, and data‑driven. You will collaborate with cross‑functional teams, translate customer insights into actionable product enhancements, and champion a culture of continuous improvement.

Key Responsibilities – Your Impact in Action

• Customer Interaction Excellence: Deliver prompt, professional, and empathetic responses to inquiries across phone, chat, email, and social media, ensuring every interaction reflects brighthush’s high standards.
• Issue Management & Escalation: Log, track, and resolve customer complaints using our ticketing system, ensuring timely follow‑up and resolution that meets or exceeds SLA targets.
• Process Improvement: Identify recurring pain points or bottlenecks in the customer journey and collaborate with cross‑functional teams to propose and implement scalable solutions.
• Data‑Driven Insights: Analyze customer feedback, sentiment, and performance metrics to surface actionable insights that drive continuous improvement.
• Team Collaboration: Communicate proactively with supervisors and peers about escalations, high‑impact incidents, and opportunities for process enhancements.
• Product Knowledge: Stay up‑to‑date on the latest product offerings, promotions, and platform updates to provide accurate and timely information to customers.
• Compliance & Quality Assurance: Adhere to company policies, data privacy regulations, and quality standards while handling sensitive customer information.
• Strategic Planning: Contribute to the development of customer experience roadmaps, aligning them with business objectives and emerging market trends.
• Stakeholder Engagement: Partner with Marketing, Product, and Data teams to translate customer insights into actionable product and service enhancements.

What You’ll Achieve in Your First 90 Days

• Complete an immersive onboarding program covering brighthush’s culture, tools, and customer journey maps.
• Shadow senior team members to understand the nuances of omnichannel support.
• Lead a small cross‑functional project to streamline a specific customer pain point.
• Present findings and recommendations to senior leadership, showcasing your analytical and communication skills.

Essential Qualifications – What We Expect

• Minimum of 1 year of experience in a customer service or client‑facing role, preferably within retail or e‑commerce.
• Strong command of Spanish (written and spoken) with excellent communication and writing skills.
• Intermediate proficiency in Microsoft Excel and Word; ability to create reports, dashboards, and documentation.
• Basic understanding of English (reading and writing) is desirable.
• Background in Administration, Marketing, Business Services, Industrial Engineering, or related fields is preferred.
• Demonstrated ability to handle high‑volume, multi‑channel customer interactions with professionalism and empathy.

Preferred Qualifications – Bonus Points

• Experience with CRM or ticketing systems.
• Knowledge of data analytics tools or willingness to learn.
• Previous exposure to retail or e‑commerce environments.
• Proactive mindset with a passion for continuous improvement and innovation.

Core Skills & Competencies – The DNA of Success at brighthush

• Customer‑Centric Mindset: A genuine desire to help customers and a commitment to delivering exceptional service.
• Problem‑Solving: Ability to diagnose issues quickly, think critically, and propose effective solutions.
• Communication: Clear, concise, and empathetic communication across verbal and written channels.
• Time Management: Efficiently prioritize tasks in a fast‑moving environment while maintaining accuracy.
• Team Player: Collaborative attitude, willingness to share knowledge, and support teammates.
• Adaptability: Comfortable with change, new technologies, and evolving processes.
• Attention to Detail: Precision in data entry, documentation, and compliance adherence.

Career Growth & Learning Opportunities – Your Path to Leadership

At brighthush, growth is a shared journey. As a Senior Customer Experience Strategist, you’ll have access to a wealth of learning and advancement pathways:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on product knowledge, customer experience best practices, and emerging technologies such as AI‑powered chatbots and predictive analytics.
• Clear performance metrics and career ladders that open pathways to roles such as Customer Experience Manager, Product Specialist, or Head of Customer Success.
• Cross‑functional projects that allow you to collaborate with Marketing, Product, and Data teams, broadening your skill set and industry perspective.
• Annual performance reviews with actionable feedback and personalized development plans.
• Opportunities to lead pilot initiatives, hackathons, and innovation labs focused on next‑generation retail experiences.

Work Environment & Culture – Where Innovation Meets Inclusion

brighthush fosters a vibrant, inclusive, and collaborative culture where ideas are valued and innovation thrives. Our workspace is designed to inspire creativity—open office layouts, flexible work hours, and a strong emphasis on work‑life balance. We celebrate diversity, encourage open dialogue, and reward teamwork. Whether you’re working from the office or remotely, you’ll feel connected to a community that shares your passion for customer delight.

Compensation & Benefits – We Value Your Contribution

While specific figures vary by role and experience, brighthush offers a competitive salary package that reflects your expertise and contributions. In addition to base pay, you’ll enjoy:

• Comprehensive health coverage to safeguard you and your family.
• Employee discounts and exclusive promotions across our partner brands.
• Flexible working arrangements, including hybrid and remote options.
• Paid time off, including vacation, sick leave, and personal days.
• Wellness programs such as gym memberships, mental health resources, and wellness stipends.
• Annual performance bonuses and incentive plans tied to company and individual achievements.
• Professional development stipend for courses, certifications, and conferences.
• Access to cutting‑edge tools and technologies that empower you to deliver world‑class customer experiences.

How to Apply – Join the brighthush Revolution

If you’re ready to bring your customer service expertise to a forward‑thinking, technology‑driven retail platform, we’d love to hear from you. Join brighthush and help shape the future of digital commerce while advancing your career in a supportive, growth‑oriented environment.