Senior Customer Support Executive – 6‑Month Fixed Term Contract, Remote (UK & Spain) – Join brighthush

About brighthush

brighthush is a trailblazing B2B marketplace that revolutionises the way jewellery retailers source diamonds and gemstones. By harnessing cutting‑edge technology, we bring transparency, efficiency and fairness to an industry that has long been dominated by opaque practices. Our platform connects thousands of independent jewellers with vetted suppliers across the globe, empowering every business—no matter its size or location—to access premium products at competitive prices.

Founded on the principles of integrity, innovation and customer‑centricity, brighthush has grown from a niche startup to a global leader in the precious‑stone sector. We are now entering a new phase of rapid expansion, and we need passionate, high‑performing talent to help us scale our operations and deliver an exceptional experience to our community of merchants and suppliers.

Our Mission

We believe that every jeweller, from a small boutique in a quiet town to a large retail chain in a bustling city, deserves equal access to quality stones, fair pricing and a seamless buying experience. Our mission is to democratise the diamond and gemstone market, breaking down barriers and creating a level playing field for all participants.

Role Overview

As a Customer Support Executive at brighthush, you will be the frontline champion of our merchants and suppliers. Your day‑to‑day responsibilities will involve resolving inquiries via live chat, WhatsApp, and email, troubleshooting order and logistics issues, and ensuring that every interaction reflects our commitment to excellence. You will also act as the voice of the customer within the organisation, collaborating closely with product, engineering, and operations teams to drive continuous improvement.

Key Responsibilities

• Customer Interaction: Respond to live chat, WhatsApp, and email queries with speed and accuracy, ensuring a 95%+ satisfaction rating.
• Issue Resolution: Diagnose and resolve order, logistics, and technical problems, escalating only when necessary.
• Process Improvement: Identify recurring pain points, propose solutions, and work cross‑functionally to implement fixes.
• Data Management: Log all interactions in Zendesk, maintaining clean, searchable records for future reference.
• Performance Metrics: Meet or exceed team KPIs such as average response time, first‑contact resolution, and customer satisfaction scores.
• Knowledge Sharing: Contribute to the creation and maintenance of internal knowledge bases and FAQs.
• Collaboration: Partner with product, engineering, and logistics teams to communicate customer feedback and drive product enhancements.
• Adaptability: Thrive in a fast‑paced, scale‑up environment, quickly learning new tools and processes as the platform evolves.

Essential Qualifications

• Minimum 2 years of experience in online customer support, live chat, and call handling.
• Proficiency with Zendesk (ticketing, macros, reporting).
• Strong ownership mindset: take full responsibility for customer outcomes.
• Exceptional organisational skills: juggle multiple platforms and priorities simultaneously.
• Proactive, forward‑thinking attitude: anticipate issues before they become problems.
• Assertive communication: confidently advocate for the customer in internal discussions.
• Excellent cross‑functional collaboration: work seamlessly with engineering, product, and operations.

Preferred Qualifications

• Native or full‑professional proficiency in Spanish or French.
• Experience in the jewellery, luxury goods, or e‑commerce sectors.
• Knowledge of supply‑chain logistics and order‑management systems.
• Experience with data‑driven decision making and KPI tracking.

Skills & Competencies

• Communication: Clear, concise, and empathetic written and verbal communication in English.
• Problem‑Solving: Analytical mindset to diagnose issues and devise effective solutions.
• Tech Savvy: Comfortable with SaaS tools, CRM systems, and basic troubleshooting.
• Time Management: Ability to prioritise tasks and meet tight deadlines.
• Customer‑First: Deep commitment to delivering outstanding service and building lasting relationships.

Tools & Technologies

• Zendesk (ticketing, macros, reporting)
• Live chat platform (e.g., Intercom, Drift)
• WhatsApp Business API
• Google Workspace (Docs, Sheets, Drive)
• Slack for internal communication

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Support Executive, you will:

• Gain exposure to product development and strategy sessions.
• Participate in cross‑departmental projects that shape the future of our platform.
• Access a curated learning library covering customer experience, product knowledge, and industry trends.
• Receive mentorship from senior leaders and peers.
• Be considered for future roles in product management, operations, or customer success leadership.

Work Environment & Culture

brighthush thrives on a culture of empowerment, transparency, and continuous improvement. Our remote‑first approach means you can work from anywhere in the UK or Spain, as long as you have a reliable internet connection and a conducive workspace. We celebrate diversity, encourage open dialogue, and reward initiative. Our team is small, agile, and highly collaborative—every voice matters.

Compensation & Benefits

While the exact figures will be discussed during the interview process, you can expect a competitive salary for a 6‑month fixed‑term contract, commensurate with your experience and the market. In addition, we offer:

• Flexible working hours (Mon‑Fri, 3 PM‑12 AM GMT)
• Health and wellness stipend
• Professional development budget
• Annual performance bonus (subject to company performance)
• Access to a global network of industry experts and thought leaders
• Regular virtual team events and social gatherings

Application Process

Ready to join brighthush and make a tangible impact? Submit your CV and a brief cover letter in English outlining why you’re the perfect fit for this role. Our Talent Acquisition Team will review your application and reach out to schedule a conversation. Please note that we are unable to sponsor visas at this time.

Join the brighthush Family

We are looking for individuals who are passionate about customer experience, eager to learn, and ready to thrive in a fast‑moving environment. If you’re excited by the prospect of shaping the future of the jewellery supply chain and delivering world‑class service to our merchants, we want to hear from you.

Apply today and become a key player in our journey to democratise the diamond and gemstone market.