Senior Customer Success Advocate – Digital Support & Sales Enablement for HVAC Solutions at brighthush

About brighthush and the HVAC Industry

brighthush is a leading national distributor of residential and light commercial heating, ventilation, and air‑conditioning (HVAC) products, parts, and supplies. With a presence in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada, we partner with licensed HVAC/R dealers and contractors to deliver the highest quality products and the best customer experience in the industry. Our portfolio spans a full range of HVAC/R solutions, from cutting‑edge air‑conditioning units to reliable heating systems, all backed by competitive pricing, expert service, and time‑saving logistics. At brighthush, we believe that exceptional customer support is the cornerstone of our success, and we are looking for a dedicated Customer Success Advocate to join our dynamic team.

Why Join brighthush?

As a global player in the HVAC market, brighthush offers a vibrant, collaborative work environment where innovation meets tradition. Our culture is built on:

• Customer‑centricity – Every decision is guided by the goal of exceeding customer expectations.
• Continuous learning – We invest in training, mentorship, and professional development to help you grow.
• Team empowerment – Your ideas matter; we encourage initiative and ownership.
• Work‑life balance – Flexible schedules, remote options, and generous time‑off policies keep you energized.
• Diversity & inclusion – We celebrate varied perspectives and foster an environment where everyone can thrive.

Key Responsibilities

As a Customer Success Advocate, you will be the frontline champion for our digital and online customer interactions. Your day‑to‑day tasks will include:

• Managing high‑volume chat, email, and e‑commerce inquiries with professionalism and urgency.
• Handling up to three simultaneous chat sessions while maintaining a high level of service quality.
• Listening actively to customer concerns, diagnosing issues, and delivering timely, accurate solutions.
• Escalating complex problems to the appropriate internal teams and following up to ensure resolution.
• Processing orders, forms, and applications, and recommending complementary products or accessories.
• Documenting every interaction in Salesforce, ensuring data integrity and compliance with internal SOPs.
• Participating in ongoing product training, staying current on new releases, and sharing insights with peers.
• Contributing to inventory planning by reporting regional back‑order patterns and collaborating with planners.
• Coaching and onboarding new hires, sharing best practices, and fostering a culture of continuous improvement.

Essential Qualifications

• College degree preferred or a minimum of five years of experience supporting customers across digital and online channels.
• Proficiency with CRM systems, especially Salesforce, and strong data entry skills.
• Excellent verbal and written communication in English; bilingual proficiency in French (Canadian) is required.
• Experience in a fast‑paced, high‑volume customer service environment, ideally within B2B HVAC or related industries.
• Strong organizational skills, attention to detail, and the ability to multitask across multiple systems.
• Tech‑savvy mindset with a passion for learning new tools and processes.
• Demonstrated ability to make independent decisions, exercise sound judgment, and meet deadlines.
• Team player who thrives in both remote and office settings, with flexibility to accommodate evolving business needs.

Preferred Qualifications

• Background working with general contractors or HVAC/R dealers in a B2B context.
• Experience with e‑commerce platforms and order‑management workflows.
• Additional language fluency beyond English and French.
• Prior exposure to inventory management or supply‑chain coordination.

Core Competencies & Skills

• Customer‑first mindset – A genuine desire to help customers succeed.
• Problem‑solving agility – Quickly assess issues and devise effective solutions.
• Communication excellence – Clear, concise, and empathetic communication across all channels.
• Analytical thinking – Ability to interpret data, identify trends, and recommend improvements.
• Collaboration – Work seamlessly with cross‑functional teams to deliver a unified customer experience.
• Adaptability – Thrive in a dynamic environment with changing priorities.
• Time management – Prioritize tasks and manage multiple conversations simultaneously.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Customer Success Advocate, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, sales techniques, and customer‑success best practices.
• Mentorship from senior customer‑success leaders and cross‑departmental exposure to sales, marketing, and product teams.
• Clear career pathways to roles such as Senior Advocate, Team Lead, Customer Success Manager, or Product Specialist.
• Tuition reimbursement and support for industry certifications (e.g., HVAC, Customer Experience).
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Culture at brighthush

Our team is distributed across North America, but we maintain a strong sense of community through:

• Weekly virtual town halls and team‑building events.
• Open‑door leadership and transparent communication.
• Inclusive policies that celebrate diversity and encourage collaboration.
• Flexible work arrangements, including remote options and flexible hours.
• Employee resource groups that support professional and personal growth.

Compensation, Perks, and Benefits

While specific salary ranges vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Health, dental, and vision insurance plans.
• Health Savings Account (HSA) and flexible spending options.
• Life and disability insurance.
• Employee Assistance Program (EAP) for mental health support.
• Paid vacation, sick leave, and company holidays.
• 401(k) plan with employer match.
• Employee discount program on HVAC products and services.
• Tuition reimbursement and professional development budget.

How to Apply

We welcome both full‑time and part‑time candidates who are ready to make a tangible impact on our customers’ experience. If you are passionate about customer success, thrive in a fast‑paced environment, and are eager to grow with a leading HVAC distributor, we encourage you to apply today.

To submit your application, visit our careers portal at brighthush.com/careers and search for “Customer Success Advocate.” For more information about our team and culture, explore our website or reach out to our recruiting team.

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants, regardless of age, color, race, religion, disability, sex, gender identity, sexual orientation, national origin, or any other protected status.

Join brighthush – Where Customer Success Meets Innovation

At brighthush, you will be part of a forward‑thinking organization that values your expertise, encourages your growth, and rewards your dedication. If you are ready to elevate customer experiences, collaborate with a passionate team, and drive success in the HVAC industry, we look forward to welcoming you aboard.