Senior Customer Loyalty & Retention Champion – Advanced Relationship Management & Digital Inclusion Specialist – Empowering Communities & Driving Customer Success at brighthush

About brighthush

brighthush is more than a telecommunications provider; we are a nationwide movement dedicated to bridging the digital divide. By delivering high‑speed, reliable internet to underserved communities, we empower families, schools, small businesses, and entrepreneurs to thrive in an increasingly connected world. Our mission is simple yet profound: connect every corner of the country with the tools that unlock opportunity. At brighthush, we don’t just sell service – we build lasting relationships that transform lives. In a world where digital access is a cornerstone of economic mobility, our work is both a business imperative and a social responsibility.

Why This Role Matters

In today’s hyper‑competitive telecom landscape, customers can switch providers with a single click. Retention is no longer a nice‑to‑have; it is the ultimate competitive advantage. The Senior Customer Loyalty Advocate sits at the heart of our customer experience strategy, turning potential churn into advocacy and loyalty. Your work will directly influence revenue, brand perception, and the overall health of brighthush’s ecosystem. By mastering proactive engagement, data‑driven outreach, and creative problem solving, you’ll help us keep the world connected.

Key Responsibilities

• Retention Queue Management: Own a dedicated queue of high‑value customers across inbound calls, emails, texts, and support tickets. Deliver timely, personalized responses that reflect brighthush’s commitment to service excellence.
• Data‑Driven Outreach: Leverage AI‑generated insights and customer profiles to identify at‑risk accounts. Craft tailored retention strategies and proactively engage customers before issues arise.
• Problem Solving & Negotiation: Listen attentively to customer concerns, employ creative problem‑solving techniques, and negotiate solutions that satisfy both the customer’s needs and brighthush’s retention goals.
• White‑Glove Experience: Guide customers through billing inquiries, service disruptions, installation challenges, and other obstacles with clear, empathetic communication.
• Technical Troubleshooting: Apply basic technical skills to resolve common internet or service issues, escalating complex problems to specialized teams when necessary.
• CRM Excellence: Maintain accurate, up‑to‑date customer records, notes, and outcomes within our CRM and support systems, ensuring data integrity for future interactions.
• Performance Monitoring: Track retention metrics, analyze trends, and adjust tactics to meet or exceed individual and team targets.
• Continuous Improvement: Identify recurring pain points, share insights with cross‑functional teams, and contribute to the evolution of our customer experience strategy.
• Customer Journey Mapping: Collaborate with product, billing, and engineering teams to refine the end‑to‑end customer journey, ensuring seamless touchpoints from onboarding to renewal.
• Voice of the Customer Champion: Collect, analyze, and present customer feedback to leadership, driving data‑backed decisions that enhance satisfaction and loyalty.

Essential Qualifications

• Minimum of 2 years in high‑volume customer service, call center, or retention roles.
• Strong analytical mindset with the ability to interpret data and translate insights into actionable plans.
• Basic technical aptitude for troubleshooting common internet or service issues.
• Proficiency with CRM, ticketing, or customer support platforms.
• Excellent verbal and written communication skills, with a knack for simplifying complex information.
• Capacity to juggle multiple customer interactions, priorities, and follow‑ups in a fast‑paced environment.
• Professional negotiation skills and the ability to navigate objections with confidence.
• High emotional intelligence and a genuine passion for customer advocacy.

Preferred Qualifications

• Experience in technical support or help‑desk environments.
• Background in customer retention, “save” teams, or escalation‑focused service.
• Familiarity with AI‑powered customer service or lead‑management tools.
• Knowledge of the telecommunications or broadband industry.
• Experience with data visualization tools (e.g., Tableau, Power BI) or analytics platforms.
• Certifications in customer experience, data analytics, or telecommunications.

Desired Attributes

• Customer‑Focused: Genuine passion for creating positive experiences and helping customers succeed.
• Empathetic: Ability to listen, understand diverse perspectives, and make customers feel truly heard.
• Resourceful: Skill in digging into details and crafting creative solutions when the answer isn’t obvious.
• Resilient: Capacity to handle challenging conversations professionally and maintain energy.
• Persuasive: Confidence in navigating objections and negotiating solutions that create value.
• Adaptable: Thrive in a dynamic environment where priorities and customer needs shift rapidly.
• Relationship‑Driven: Focus on building long‑term customer relationships, not just resolving immediate issues.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey should be as dynamic as the industry we serve. As a Senior Customer Loyalty Advocate, you will:

• Gain exposure to advanced AI tools and data analytics that drive customer success.
• Participate in cross‑functional projects that shape product development, billing processes, and service delivery.
• Access ongoing training in customer experience, negotiation, and technical troubleshooting.
• Progress into senior retention roles, team leadership, or specialized technical support tracks.
• Benefit from mentorship programs that pair you with seasoned leaders in customer success and operations.
• Earn certifications in customer relationship management, data analytics, and telecommunications.
• Lead initiatives that influence company‑wide strategy, ensuring your voice is heard at the highest levels.

Work Environment & Company Culture

brighthush fosters a culture built on trust, innovation, and community. Our values guide every decision and interaction:

• Trustworthy: Transparency, follow‑through, and dependability are non‑negotiable.
• Big Thinkers: We encourage bold, actionable ideas that shape the future.
• Resilient Spirit: Challenges are opportunities to learn and grow.
• Belief: Everyone deserves access to technology that empowers them.
• Connectedness: We build real connections within our team and the communities we serve.
• Innovation: Continuous improvement is at the core of our operations.

Our workplace is collaborative, inclusive, and supportive. We celebrate diversity, encourage open dialogue, and provide a safe space for ideas to flourish. Whether you’re working from our modern headquarters or remotely, you’ll find a team that values your contributions and invests in your growth.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience.
• Quarterly performance bonuses tied to retention metrics.
• Comprehensive health benefits: medical, dental, vision, and life insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Free or reimbursed high‑speed internet service for eligible employees.
• Tuition reimbursement for courses that enhance your professional skill set.
• Employee assistance program with free coaching and counseling.
• Opportunities to engage in community outreach and volunteer initiatives.
• Regular wellness programs, including mental health days and on‑site fitness options.

How to Apply

If you are passionate about solving problems, building lasting relationships, and ensuring customers feel valued, we invite you to join the brighthush family. Bring your expertise, curiosity, and dedication to a role that makes a tangible difference in people’s lives.

Ready to take the next step? Apply now and help us keep the world connected.