Senior Customer Retention Specialist – Omnichannel Support & Social Media Engagement Lead – Driving Loyalty, Growth, and Unparalleled Customer Experience at brighthush

Welcome to brighthush – Where Customer Care Meets Innovation

At brighthush, we’re more than a beauty brand; we’re a global community that redefines how people experience confidence, connection, and care. With a presence that spans North America, Europe, and Asia, we blend cutting‑edge technology, data‑driven insights, and a culture rooted in empathy to deliver service that feels personal, proactive, and always on point. Our mission is simple yet powerful: turn every first‑time buyer into a lifelong advocate through unforgettable, personalized experiences. If you thrive in a fast‑paced, collaborative environment and want to make a tangible impact on customer loyalty, brighthush is the place for you.

Why This Role Is a Game‑Changer for Your Career

• Strategic Impact: As a Senior Customer Retention Specialist, you’ll be the frontline guardian against churn, turning every challenge into an opportunity for deeper connection.
• Omnichannel Mastery: Work across phone, email, live chat, and social media, mastering the art of seamless, omnichannel communication.
• Growth & Development: We invest in your future with mentorship, leadership training, and clear pathways to senior roles.
• Competitive Rewards: Earn a competitive hourly rate, performance bonuses, and a comprehensive benefits package that supports your well‑being.
• Diverse & Inclusive Culture: Join a team that celebrates differences, encourages collaboration, and values every voice.

Role Overview

As the Senior Customer Retention Specialist (CRS) at brighthush, you will be the brand’s ambassador, the first line of defense against churn, and the catalyst for customer delight. Your mission is to engage, listen, and resolve customer needs with empathy, efficiency, and a deep understanding of our products and brand values. You will manage inquiries across multiple channels, collaborate with cross‑functional teams, and drive continuous improvement initiatives that elevate the overall customer experience.

Key Responsibilities

• Identify and resolve customer needs by providing accurate information, conducting research, and executing retention strategies.
• Represent brighthush positively in all customer interactions, maintaining brand consistency across phone, email, chat, and social media.
• Monitor and respond to customer queries, concerns, and comments posted on social media platforms.
• Craft clear, concise, and engaging written responses for public‑facing social media and general media communications.
• Accurately maintain customer records within CRM systems and other operating tools.
• Project a positive, helpful attitude that reflects professional communication and composure.
• Own the vision, values, and goals of brighthush, consistently striving to meet and exceed performance targets.
• Build and nurture internal and external relationships, fostering trust and loyalty.

Daily Duties

• Provide timely resolution to customer inquiries and issues.
• Collaborate with business partners to manage escalations and implement solutions.
• Document root causes of issues to support continuous improvement initiatives.
• Analyze customer feedback to identify trends and recommend process enhancements.
• Participate in weekly cross‑departmental meetings to align on customer experience goals.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• 2+ years of remote call center experience in customer service, claims support, or a related field.
• Experience with social media monitoring and response.
• Proficiency with CRM and ticketing platforms (e.g., customer support software).
• Comfortable in a fast‑paced, multi‑task environment.
• Strong desire to deliver best‑in‑class customer service.
• Curiosity and a willingness to learn and adapt.
• Self‑regulating, accountable, and detail‑oriented.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Experience in a high‑volume, remote customer support role.
• Familiarity with data analytics tools and ability to translate metrics into actionable insights.
• Knowledge of brand‑specific policies and product lines.
• Previous experience in a leadership or mentorship capacity.

Skills & Competencies

• Exceptional communication and active listening skills.
• Strong problem‑solving ability and a proactive mindset.
• High emotional intelligence and resilience under pressure.
• Adaptability to evolving technologies and processes.
• Team‑player attitude with a collaborative spirit.
• Proficiency in Microsoft Office (Word, Outlook, PowerPoint) and basic data analysis.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey should be as dynamic as the market we serve. As a Senior Customer Retention Specialist, you will have access to:

• Structured mentorship programs with senior leaders.
• Leadership development workshops focused on strategic thinking and people management.
• Cross‑functional projects that expose you to product development, marketing, and operations.
• Annual learning stipend for courses, certifications, or conferences.
• Clear promotion pathways to Customer Experience Manager, Director of Retention, or VP of Customer Success.

Work Environment & Culture at brighthush

brighthush thrives on a foundation of collaboration, transparency, and continuous learning. Our culture is built around the following pillars:

• Innovation: We encourage creative problem‑solving and embrace new ideas.
• Respect: Every team member is treated with dignity and fairness.
• Growth: We provide ongoing training, mentorship, and career development opportunities.
• Community: We support local initiatives and volunteer efforts.
• Flexibility: Remote work options and flexible scheduling to support work‑life balance.

Compensation & Benefits

We recognize that benefits play a vital role in ensuring the health and financial security of our employees and their families. Our total rewards package includes:

• Competitive hourly wage with opportunities for performance bonuses.
• Paid holidays, vacation, and sick days to support work‑life balance.
• Health, dental, and vision insurance plans.
• Health Savings Account (HSA) options.
• 401(k) retirement plan with company match.
• Employee discounts on brighthush products and services.
• Educational assistance and tuition reimbursement.
• Company‑paid life insurance.
• Short‑term and long‑term disability insurance.

Perks & Additional Benefits

• Monthly wellness stipend for gym memberships, meditation apps, or fitness classes.
• Annual team retreats and virtual team‑building events.
• Flexible work hours and remote work options.
• Employee referral program with generous bonuses.
• Access to a digital library of industry publications and learning resources.

Diversity & Inclusion

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants, regardless of race, color, religion, sex, gender identity, sexual orientation, age, national origin, citizenship, disability, veteran status, or any other protected characteristic. We actively foster a culture where every voice is heard and every individual can thrive.

How to Apply

Ready to make a difference? Submit your application through our career portal or click the link below to apply directly. We look forward to learning how your skills and passion align with brighthush’s mission to deliver unparalleled customer experiences.

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