Senior Customer Experience Strategist & Upsell Champion – Accelerating Revenue, Loyalty, and Advocacy in a Fully Remote, Full‑Time Role at brighthush

About brighthush

brighthush isn’t just a tech company; it’s a movement that redefines how people connect, communicate, and thrive in an increasingly digital world. With a portfolio that spans cutting‑edge wireless solutions, smart‑home ecosystems, and next‑generation customer service platforms, brighthush empowers individuals and businesses alike to experience connectivity that feels effortless, intuitive, and deeply personal. Our mission is simple yet ambitious: to make every interaction a spark of innovation that turns ordinary moments into extraordinary experiences.

Why This Role Matters

As a Senior Customer Experience Strategist & Upsell Champion, you will be the linchpin of our CX strategy, blending frontline service excellence with strategic sales insight. Your work will directly influence how customers perceive brighthush, turning routine support calls into lasting partnerships that drive revenue, loyalty, and advocacy. In a fully remote, autonomy‑driven environment that values continuous learning and work‑life harmony, you’ll have the freedom to shape the future of connectivity while enjoying a competitive total rewards package and a clear career ladder.

Role Overview

This pivotal role requires a blend of empathy, analytical thinking, and sales acumen. You will act as the bridge between our customers and the full spectrum of brighthush offerings, ensuring every interaction not only resolves issues but also uncovers new value. Your success will be measured by first‑contact resolution rates, upsell revenue, customer satisfaction scores, and advocacy metrics. You will be the voice that turns a routine support call into a strategic partnership.

Key Responsibilities

• First‑Contact Resolution (FCR): Resolve customer inquiries and issues on the first interaction, ensuring a smooth, hassle‑free experience.
• Proactive Value Discovery: Identify opportunities to enhance the customer journey by recommending relevant products and services that align with their needs.
• Upsell & Cross‑Sell: Convert every interaction into a sales opportunity, consistently meeting or exceeding monthly revenue targets.
• Customer Education: Provide clear, concise explanations of billing, device functionality, and service features to customers of varying technical proficiency.
• Data‑Driven Insight: Leverage customer data and analytics to personalize recommendations and anticipate future needs.
• Brand Advocacy: Serve as a brand ambassador, showcasing the full spectrum of brighthush offerings and reinforcing customer loyalty.
• Collaboration & Continuous Improvement: Participate in cross‑functional teams to refine processes, share best practices, and contribute to the evolution of our CX framework.
• Compliance & Quality Assurance: Adhere to all company policies, regulatory requirements, and quality standards while maintaining a high level of professionalism.

Essential Qualifications

• Bachelor’s degree or equivalent experience in a customer‑facing role.
• Minimum of 1 year of customer service experience, preferably in a high‑volume environment.
• At least 1 year of sales experience with a proven track record of meeting or exceeding revenue goals.
• Strong problem‑solving skills, including the ability to handle complex escalations and billing inquiries.
• Excellent verbal and written communication skills in English.
• Comfortable working a rotating schedule, including nights, weekends, and holidays.
• Self‑motivated, detail‑oriented, and capable of managing multiple priorities in a fast‑paced setting.
• Reliable home office setup: private workspace, high‑speed internet (minimum 25 Mbps), and a dedicated desk.

Preferred Qualifications

• Additional college coursework or a degree in Business, Marketing, or a related field.
• Experience with inbound and outbound sales calls, especially in the telecommunications or technology sector.
• Proficiency with Google Workspace (Docs, Sheets) and Microsoft Office Suite (Word, Excel).
• Technical troubleshooting skills for hardware, software, and network devices.
• Prior experience upselling or cross‑selling services in a subscription‑based model.
• Familiarity with CRM systems and call‑center metrics.
• Knowledge of the local market within a 75‑mile radius of Alpharetta, Georgia.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term relationships.
• Sales Acumen: Ability to identify and close opportunities while maintaining a consultative approach.
• Technical Fluency: Comfortable navigating multiple systems and troubleshooting device issues.
• Analytical Thinking: Use data to inform decisions and improve customer outcomes.
• Adaptability: Thrive in a remote, evolving environment and adjust to changing priorities.
• Collaboration: Work effectively with cross‑functional teams to drive continuous improvement.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development through:

• Structured onboarding and ongoing training programs that keep you at the forefront of industry trends.
• Access to industry certifications and skill‑building workshops that enhance both technical and soft‑skill competencies.
• Mentorship from senior leaders and peer learning circles that foster knowledge sharing and career acceleration.
• Clear career pathways from CX Champion to CX Manager, Sales Lead, or Product Specialist, with transparent promotion criteria.
• Regular performance reviews and personalized growth plans that align your aspirations with organizational goals.

Work Environment & Culture

Our remote-first model blends the flexibility of working from home with the collaboration of occasional in‑person sessions. You’ll receive:

• Comprehensive home‑office stipend and equipment provision to create a productive workspace.
• Quarterly in‑person training and team‑building events in Alpharetta, Georgia, fostering community and connection.
• Access to a vibrant virtual community of peers, mentors, and industry experts through internal forums and social channels.
• A culture that celebrates innovation, diversity, and inclusion, encouraging every voice to be heard.
• Transparent communication from leadership and a flat hierarchy that empowers idea sharing and rapid decision‑making.

Compensation, Perks & Benefits

We offer a competitive base salary, variable incentives, and a robust benefits package designed to support your well‑being and future:

• Health, dental, and vision insurance with comprehensive coverage options.
• Short‑ and long‑term disability coverage to protect you and your family.
• Basic and supplemental life insurance, including accidental death & dismemberment (AD&D).
• Identity theft protection and pet insurance for the whole family.
• Group home and auto insurance to cover everyday needs.
• 401(k) plan with company match to help you build long‑term wealth.
• Stock incentive programs that align your success with the company’s growth.
• Paid holidays (up to 8 per year) and personal days (up to 6 per year) to recharge.
• Parental leave, adoption assistance, and tuition reimbursement for continuous learning.
• Flexible vacation policy: 15 days for new hires, increasing with tenure.
• Shift differentials, overtime, and holiday pay for eligible roles.

Home Office Requirements

To ensure a productive remote experience, you must:

• Maintain a private, quiet workspace free from distractions.
• Have a reliable, direct‑connect cable or fiber modem with a minimum speed of 25 Mbps.
• Use a dedicated desk and ergonomic chair to support health and productivity.
• Participate in periodic home‑audit video checks to confirm workspace compliance.
• Be located within the contiguous United States.

How to Apply

Ready to elevate your career and make a real impact? Submit your application through our careers portal or click the link below. Even if you don’t meet every “even better” qualification, we encourage you to apply—your unique experience could be exactly what we’re looking for.

Apply to the Senior Customer Experience Strategist & Upsell Champion Position

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.