Senior Customer Success Advocate & Digital Support & Sales Enablement Specialist – HVAC Solutions, Customer Experience Champion, and Revenue Growth Partner at brighthush

About brighthush and the HVAC Industry

brighthush stands at the forefront of the heating, ventilation, and air‑conditioning (HVAC) landscape, delivering premium‑grade equipment, cutting‑edge technology, and world‑class service to residential and light‑commercial customers across North America and beyond. With a footprint that spans 28 U.S. states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada, brighthush partners with licensed HVAC/R dealers and contractors to provide a full spectrum of solutions—from high‑efficiency air‑conditioning units to reliable heating systems—backed by competitive pricing, expert technical support, and lightning‑fast logistics. The company’s mission is simple yet powerful: empower every customer with the tools, knowledge, and confidence they need to create comfortable, energy‑efficient environments.

Why Join brighthush?

Choosing a career at brighthush means becoming part of a vibrant, collaborative ecosystem where innovation meets tradition. The organization’s culture is built on five core pillars that guide every decision and interaction:

• Customer‑centricity: Every initiative is designed to exceed customer expectations and deliver measurable value.
• Continuous learning: Robust training programs, mentorship, and tuition reimbursement ensure you stay ahead of industry trends.
• Team empowerment: Your ideas matter; you are encouraged to take ownership and drive change.
• Work‑life balance: Flexible schedules, remote‑work options, and generous time‑off policies keep you energized and focused.
• Diversity & inclusion: A celebration of varied perspectives creates an environment where everyone can thrive.

Key Responsibilities

As a Senior Customer Success Advocate, you will be the digital front‑line champion for brighthush’s customers, ensuring every interaction is seamless, helpful, and memorable. Your day‑to‑day responsibilities include, but are not limited to:

• Managing high‑volume chat, email, and e‑commerce inquiries with professionalism, urgency, and empathy.
• Handling up to three simultaneous chat sessions while maintaining a high level of service quality and accuracy.
• Listening actively to customer concerns, diagnosing issues, and delivering timely, accurate solutions that align with brighthush’s product portfolio.
• Escalating complex problems to the appropriate internal teams, tracking progress, and following up to ensure resolution and customer satisfaction.
• Processing orders, forms, and applications; recommending complementary products or accessories that add value for the customer.
• Documenting every interaction in Salesforce, ensuring data integrity, compliance with internal SOPs, and actionable insights for the broader organization.
• Participating in ongoing product training, staying current on new releases, and sharing knowledge with peers through internal webinars and documentation.
• Contributing to inventory planning by reporting regional back‑order patterns and collaborating with planners to improve stock availability.
• Coaching and onboarding new hires, sharing best practices, and fostering a culture of continuous improvement within the support team.
• 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, educational content, and self‑service resources for the customer base.
• Representing brighthush at industry events, webinars, and trade shows to showcase solutions, gather market intelligence, and build brand advocacy.

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 with an eye for detail.
• 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 abilities, meticulous attention to detail, and the capacity to multitask across multiple systems simultaneously.
• Tech‑savvy mindset with a passion for learning new tools, platforms, and processes.
• Demonstrated ability to make independent decisions, exercise sound judgment, and meet tight 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 of varying technical backgrounds.

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 (e.g., Spanish, Portuguese).
• Prior exposure to inventory management or supply‑chain coordination.
• Certifications in HVAC, customer experience, or related fields (e.g., Certified Customer Success Manager, HVACR certifications).

Core Competencies & Skills

• Customer‑first mindset: A genuine desire to help customers succeed and a commitment to delivering delight at every touchpoint.
• Problem‑solving agility: Quickly assess issues, devise effective solutions, and adapt when new information emerges.
• Communication excellence: Clear, concise, and empathetic communication across chat, email, phone, and written documentation.
• Analytical thinking: Ability to interpret data, identify trends, and recommend process improvements that drive efficiency.
• Collaboration: Seamlessly work with cross‑functional teams—including sales, marketing, product, and logistics—to deliver a unified customer experience.
• Adaptability: Thrive in a dynamic environment with shifting priorities, new product launches, and evolving customer expectations.
• Time management: Prioritize tasks, manage multiple conversations simultaneously, and meet service level agreements consistently.
• Leadership potential: Demonstrated ability to mentor peers, lead initiatives, and influence positive change across the organization.

Career Growth & Learning Opportunities

brighthush is deeply invested in your professional development. As a Senior Customer Success Advocate, you will have access to a clear, structured career pathway that includes:

• Comprehensive onboarding and continuous training programs covering product knowledge, sales techniques, and best practices in customer success.
• Mentorship from senior leaders in customer success, as well as cross‑departmental exposure to sales, marketing, and product development.
• Defined promotion tracks to roles such as Team Lead, Customer Success Manager, Product Specialist, or even regional Sales Enablement Manager.
• Tuition reimbursement and support for industry certifications (e.g., HVACR, Certified Customer Success Manager, Agile Scrum).
• Quarterly performance reviews with actionable feedback, personalized development plans, and goal‑setting sessions.
• Opportunities to lead high‑impact projects, pilot new digital support tools, and influence company‑wide strategy.

Work Environment & Culture at brighthush

Our distributed team spans North America, yet we maintain a strong sense of community through intentional practices:

• Weekly virtual town halls and team‑building events that keep everyone connected and aligned.
• Open‑door leadership and transparent communication channels that encourage feedback and idea sharing.
• Inclusive policies that celebrate diversity, equity, and belonging, ensuring every voice is heard.
• Flexible work arrangements, including remote‑first options, flexible hours, and a hybrid office model for those who prefer in‑person collaboration.
• Employee resource groups focused on professional growth, wellness, and community outreach.
• Regular hackathons, innovation challenges, and “idea‑incubator” sessions that spark creativity and continuous improvement.
• Recognition programs that celebrate individual achievements, team milestones, and customer success stories.

Compensation, Perks, and Benefits

While exact salary ranges vary by location and experience, brighthush offers a competitive total rewards package designed to support your health, wealth, and well‑being:

• Medical, dental, and vision insurance with multiple plan options.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) contributions.
• Life, short‑term, and long‑term disability insurance.
• Employee Assistance Program (EAP) for mental‑health support and counseling.
• Generous paid vacation, sick leave, and company‑observed holidays.
• 401(k) plan with employer matching contributions.
• Employee discount program on brighthush HVAC products and services.
• Tuition reimbursement and a dedicated professional‑development budget.
• Annual wellness stipend, on‑site fitness resources, and virtual wellness challenges.
• Technology stipend for home‑office setup, including laptop, monitor, and ergonomic accessories.
• Performance‑based bonuses and recognition awards tied to customer satisfaction metrics.

How to Apply

brighthush welcomes 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 “Senior Customer Success Advocate.” For additional information about our team, culture, and the role, explore the website or reach out directly 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.