Senior Customer Loyalty & Retention Strategist – AI‑Powered Customer Success Champion for brighthush

About brighthush

brighthush is more than a broadband provider; it is a catalyst for community empowerment. With a mission to bring high‑speed, reliable internet to underserved neighborhoods across the nation, brighthush is redefining what it means to be a telecommunications company in the 21st century. By marrying cutting‑edge technology with a people‑first philosophy, we create a digital bridge that connects individuals to knowledge, opportunity, and innovation. Our commitment to trust, resilience, and bold thinking drives every decision, from product development to customer engagement.

As a rapidly expanding organization, brighthush thrives on collaboration, curiosity, and a relentless focus on the customer experience. We empower our employees to challenge the status quo, cross‑functional teamwork, and deliver solutions that make a tangible difference in the lives of our customers. If you thrive in a dynamic, purpose‑driven environment and want to be part of a team that is changing the world one connection at a time, brighthush is the place for you.

Position Overview

We are seeking an experienced Senior Customer Loyalty & Retention Strategist to become the frontline champion of our retention engine. In this role, you will blend human empathy with AI‑powered insights to keep our customers engaged, satisfied, and loyal. You will operate across multiple channels—phone, email, text, and proactive outreach—to engage customers at critical moments, resolve concerns, and create personalized, white‑glove experiences that keep them coming back.

This is more than a traditional call‑center position. You will harness AI‑powered insights, analyze customer data, and craft retention strategies that align with both customer needs and brighthush’s business objectives. Your impact will be measured by the number of customers you successfully retain, the quality of the relationships you build, and the continuous improvement you bring to our service processes.

Key Responsibilities

• Retention Queue Management: Oversee a dedicated queue of high‑priority customers across inbound calls, emails, texts, and support tickets.
• Data‑Driven Outreach: Review AI‑flagged customer profiles, dig into account histories, and identify opportunities for proactive engagement.
• Customer Advocacy: Listen actively to concerns, overcome objections, and negotiate solutions that satisfy customers while advancing brighthush’s retention goals.
• White‑Glove Experience: Guide customers through billing, service, installation, and technical issues with clarity, empathy, and professionalism.
• Technical Troubleshooting: Resolve common internet or service problems; escalates complex technical issues to the appropriate teams.
• CRM Excellence: Maintain accurate, up‑to‑date customer records, notes, and outcomes within our CRM and support systems.
• Performance Monitoring: Track retention metrics, meet individual and team targets, and provide actionable insights to improve processes.
• Continuous Improvement: Identify recurring issues, share findings with cross‑functional teams, and contribute to the evolution of customer experience strategies.

Essential Qualifications

• Minimum of 2 years in high‑volume customer service, call center, or retention roles.
• Proven problem‑solving skills with a customer‑centric mindset.
• Basic technical aptitude for troubleshooting internet or service issues.
• Experience with CRM, ticketing, or customer support platforms.
• Excellent verbal and written communication abilities.
• Strong multitasking skills—capable of managing multiple interactions and priorities in a fast‑paced environment.
• Professional objection handling and negotiation experience.

Preferred Qualifications

• Background in technical support or help‑desk operations.
• Experience 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.

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 heard.
• Resourceful: Skilled at digging into details and crafting creative solutions when the answer isn’t obvious.
• Resilient: Handles challenging conversations with professionalism and maintains focus.
• Persuasive: Confidently navigates objections and negotiates solutions that create value.
• Adaptable: Thrives in a dynamic environment where priorities and customer needs shift quickly.
• Relationship‑Driven: Focuses on building long‑term customer relationships, not just resolving immediate issues.

Skills & Competencies

• Advanced communication skills – both written and verbal.
• Data literacy – ability to interpret dashboards, churn metrics, and customer health scores.
• Technical troubleshooting – basic knowledge of broadband hardware, network protocols, and common service issues.
• AI & analytics fluency – comfortable working with predictive models, sentiment analysis, and automated routing.
• Project management – ability to lead cross‑functional initiatives and drive process improvements.
• Customer empathy – deep understanding of the emotional journey of a broadband customer.
• Negotiation & conflict resolution – skill in turning a potential churn into a loyalty story.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As a Customer Loyalty Advocate, you will have access to:

• Structured mentorship programs with senior retention leaders.
• Cross‑functional training in technical support, billing, and network operations.
• Leadership development workshops focused on communication, negotiation, and data analysis.
• Opportunities to transition into advanced roles such as Retention Manager, Customer Success Lead, or Product Improvement Specialist.
• Continuous learning through webinars, industry conferences, and internal knowledge bases.

Work Environment & Company Culture

brighthush fosters a culture that values innovation, integrity, and community impact. Our teams collaborate across departments, share insights freely, and celebrate successes together. We encourage a healthy work‑life balance, flexible scheduling, and a supportive environment where every voice is heard.

You’ll work in a modern, tech‑savvy office equipped with the latest collaboration tools, or you can choose a remote setup that fits your lifestyle. Regardless of location, you’ll be part of a tight‑knit community that cares about each other’s well‑being and professional growth.

Compensation & Benefits

While specific salary ranges are tailored to experience, brighthush offers a competitive base pay complemented by quarterly performance bonuses. Our comprehensive benefits package includes:

• 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 (where available).
• Tuition reimbursement for courses related to your role or career path.
• Employee assistance programs, including free coaching and counseling.
• Community engagement opportunities and volunteer time off.
• Regular team‑building events, both virtual and in‑person.

Our Core Values

• Trustworthy: We build confidence through transparency, follow‑through, and dependability.
• Big Thinkers: We imagine the future and create it with bold, actionable ideas.
• Resilient Spirit: We embrace challenges, bounce back from setbacks, and keep striving for more.
• Belief: Everyone deserves access to technology that helps them learn, grow, and thrive.
• Connectedness: We build real connections within our team and our communities.
• Innovation: We constantly seek ways to improve and redefine what’s possible.

Why Join brighthush?

If you are passionate about solving problems, building lasting relationships, and helping customers find reasons to stay, brighthush offers the platform to make a real difference. You’ll join a team that values results, effort, and integrity, and you’ll have the resources to grow both personally and professionally.

We are an equal‑opportunity employer committed to diversity, equity, and inclusion. We do not sponsor visas for this role, and relocation is not available. Compensation and benefits are commensurate with experience.

Ready to Apply?

If you’re ready to bring your customer‑first mindset, technical curiosity, and resilience to a company that is changing the world, we want to hear from you. Apply today and become a key player in brighthush’s mission to connect communities and empower individuals through reliable, high‑speed internet.