Senior Customer Success Advocate & Digital Support & Sales Enablement Specialist – HVAC Solutions & Customer Experience Champion – Join brighthush

About brighthush and the HVAC Industry

brighthush is a trailblazer in the heating, ventilation, and air‑conditioning (HVAC) sector, delivering premium products and world‑class service to residential and light commercial customers across North America and beyond. With a presence in 28 U.S. states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada, we partner with licensed HVAC/R dealers and contractors to offer a full spectrum of solutions—from cutting‑edge air‑conditioning units to reliable heating systems—backed by competitive pricing, expert support, and lightning‑fast logistics.

Our mission is simple yet powerful: to empower every customer with the tools, knowledge, and confidence they need to create comfortable, energy‑efficient environments. At brighthush, we believe that exceptional customer support is the cornerstone of our success, and we are constantly evolving to meet the ever‑changing demands of the industry.

Why Join brighthush?

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

• 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 Senior 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.
• Analyzing customer feedback and usage data to identify trends, propose enhancements, and influence product roadmap decisions.
• Collaborating with sales, marketing, and product teams to create targeted communications and educational content for our customer base.
• Representing brighthush at industry events, webinars, and trade shows to showcase our solutions and gather market intelligence.

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.
• Proven track record of exceeding performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Ability to translate complex technical information into clear, actionable guidance for customers.

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.
• Certifications in HVAC, customer experience, or related fields.

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.
• Leadership potential – Demonstrated ability to mentor peers and drive process improvements.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Senior 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.
• Opportunities to lead projects, pilot new initiatives, and influence company strategy.

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.
• Regular hackathons and innovation challenges to keep the creative spark alive.
• Recognition programs that celebrate individual and team achievements.

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.
• Annual wellness stipend and on‑site fitness resources.
• Technology stipend for remote work setup.

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.