Senior Customer Success Advocate – Remote Inbound Sales & Service Specialist – Vision Care Excellence at brighthush

About brighthush

brighthush is not just a name in the vision care space; it’s a movement toward making eye health simple, affordable, and delightful for everyone. With nearly 30 years of experience, we’ve pioneered a direct‑to‑consumer model that eliminates the middleman, slashes costs, and delivers a seamless digital journey from prescription to doorstep. Our mission is clear: empower every customer to see the world with confidence, backed by expert guidance and a culture that celebrates empathy, innovation, and relentless service.

At the core of brighthush lies a set of values that shape every interaction: Big Heartedness – we treat customers and colleagues with genuine care; Unconventional Thinking – we challenge the status quo to find smarter solutions; Tenacity – we persist until the customer is satisfied; and Collaboration – we thrive together, turning ideas into action. These principles guide our hiring, our product development, and our daily conversations.

As a privately held company backed by a leading investment firm, brighthush blends the agility of a startup with the resources of a global enterprise. We’re committed to an inclusive, respectful, and growth‑oriented environment where every voice matters and every idea has the potential to shape the future of vision care.

Why Join brighthush?

Imagine a role where you’re the first point of contact for customers who need help choosing the right lenses, resolving a shipping hiccup, or simply learning how to care for their eyes. As a Customer Success Advocate, you’ll be the guardian of our brand promise, ensuring that each call, chat, or email leaves a lasting positive impression. You’ll work remotely, enjoy autonomy, and have the opportunity to influence product improvements based on real customer feedback.

We’re not a typical call center. We’re a community of passionate individuals who celebrate wins, learn from challenges, and continuously raise the bar for customer experience. If you thrive on creativity, autonomy, and impact, brighthush is the place where your talents will shine.

Key Responsibilities

• Inbound Call & Chat Management: Handle a high volume of inbound sales and service inquiries, providing accurate, timely information without the need for outbound cold calling.
• Consultative Selling & Product Education: Offer thoughtful, personalized advice that helps customers maximize the value of their contact lens purchases, ensuring they feel confident and satisfied.
• Proactive Team Collaboration: Engage regularly with managers and teammates through one‑on‑ones, virtual team meetings, and chat channels to share insights, challenges, and best practices.
• Exceptional Service Delivery: Maintain composure in a fast‑paced environment, consistently exceeding customer expectations and upholding brighthush’s reputation for outstanding support.
• Problem Resolution & Escalation: Quickly identify and resolve customer issues, making on‑the‑spot decisions that lead to positive outcomes and repeat business.
• Performance Metrics & Continuous Improvement: Achieve and surpass key performance indicators such as revenue per call, quality scores, availability, and dependability, driving continuous improvement.
• Value‑Based Communication: Embody brighthush’s core values—Big Hearted, Unconventional, Tenacious, and Better Together—in every interaction, fostering a culture of empathy and collaboration.

Essential Qualifications

• Minimum of 2–3 years of customer service experience, preferably in a contact center or inbound sales environment.
• Strong communication skills with a friendly, engaging demeanor that resonates with diverse customers.
• Goal‑oriented mindset, consistently striving to exceed metrics and share brighthush’s products with enthusiasm.
• Reliable high‑speed internet connection (≥20 Mbps download, ≥10 Mbps upload) and a private, distraction‑free workspace.
• Computer literacy with a typing speed of at least 40 WPM.
• Positive, driven, and solution‑oriented attitude, ready to tackle challenges with creativity.
• Permanent residency in one of the approved states: Utah, Texas, Florida, or North Carolina.

Preferred Qualifications

• Experience in inbound sales or contact center operations.
• Knowledge of vision care products or related industries.
• Previous experience working remotely with a proven track record of self‑management and accountability.
• Familiarity with CRM systems and customer support software.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for customer needs and a passion for delivering solutions.
• Communication Excellence: Clear, concise, and persuasive verbal communication, coupled with strong written skills.
• Problem‑Solving: Ability to analyze issues, think critically, and implement effective solutions on the spot.
• Time Management: Efficiently handle multiple tasks while maintaining high quality and accuracy.
• Adaptability: Thrive in a dynamic environment with evolving processes and customer expectations.
• Team Collaboration: Work seamlessly with cross‑functional teams to achieve shared goals.
• Technology Proficiency: Comfortable navigating multiple digital tools, including CRM, ticketing systems, and virtual communication platforms.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured onboarding and continuous training programs to sharpen your skills and deepen product knowledge.
• Bi‑annual performance reviews that provide actionable feedback and clear pathways for advancement.
• Opportunities to transition into higher‑level roles such as Senior Customer Success Specialist, Team Lead, or Product Support Manager.
• Access to tuition reimbursement for eligible courses, certifications, and workshops that align with your career goals.
• Mentorship from experienced leaders who are dedicated to fostering growth and innovation.

Work Environment & Culture

brighthush’s remote work model is designed to support flexibility, autonomy, and work‑life balance. You will:

• Work from a location of your choice within the approved states, enjoying the freedom to create a personalized workspace.
• Participate in virtual team building activities, knowledge sharing sessions, and informal “coffee chat” meetings.
• Benefit from a culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.
• Experience a supportive environment where your ideas are valued and your contributions directly impact customer satisfaction and company success.

Compensation & Benefits

brighthush offers a competitive compensation package that rewards performance and dedication:

• Hourly Rate: $15–$21 per hour, depending on experience and role responsibilities.
• Bonus Potential: Up to $6 per hour in performance bonuses for meeting or exceeding key metrics.
• Monthly Performance Bonuses: Earn additional rewards for outstanding service and sales achievements.
• Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your eligible dependents.
• Retirement Savings: 401(k) plan with company match to help you build a secure financial future.
• Discounts: Deep discounts on brighthush’s contact lenses, glasses, and frames.
• Professional Development: Tuition reimbursement for courses that enhance your skills and career trajectory.
• Work‑From‑Home Perks: Stipend for home office setup, high‑speed internet, and ergonomic equipment.
• Inclusive Culture: A safe, respectful, and inclusive workplace that celebrates diversity and promotes belonging.

How to Apply

Ready to join a forward‑thinking company that values innovation, customer focus, and personal growth? brighthush is an equal‑opportunity employer that celebrates diversity and is committed to providing reasonable accommodations for individuals with disabilities throughout the application and interview process.

To apply, please submit your resume and a brief cover letter outlining why you would be an excellent fit for the Customer Success Advocate role at brighthush. We look forward to exploring how your passion and expertise can help us continue to deliver exceptional vision care experiences.

Thank you for considering brighthush as the next step in your career journey. Together, we’ll create brighter futures—one customer at a time.