Senior Customer Support Specialist – Retail & E‑Commerce Operations (Remote U.S. Shift) – Champion Outstanding Customer Experience at brighthush

About brighthush

brighthush is a forward‑thinking talent solutions firm that partners with high‑growth brands to build world‑class customer experience teams. With a global footprint that spans North America, Asia, and the Pacific, we specialize in recruiting, training, and placing top talent into roles that drive customer satisfaction, operational excellence, and brand loyalty. Our mission is simple: empower brands to deliver unforgettable experiences while giving exceptional professionals the opportunity to thrive in dynamic, purpose‑driven environments.

In today’s hyper‑competitive retail and e‑commerce landscape, the customer experience is the single most powerful differentiator. From the first click on a product page to the final delivery confirmation, every touchpoint matters. At brighthush, we believe that customer support is more than a function—it’s the heartbeat of any successful operation. That’s why we’re looking for a passionate, detail‑oriented specialist who can blend empathy with analytical rigor to solve real problems for our clients’ customers.

Why Join brighthush?

When you step into a role at brighthush, you’re not just filling a position—you’re becoming part of a movement that redefines how brands connect with their audiences. Here’s what makes our team stand out:

• Impactful Work: Your voice will turn a frustrated shopper into a loyal advocate, directly influencing brand perception and revenue.
• Fast‑Paced Growth: Join a rapidly expanding team that’s shaping the future of customer experience across multiple high‑profile brands.
• Learning Culture: Access continuous training, mentorship, and cross‑functional projects that keep you at the cutting edge of CX innovation.
• Remote Flexibility: Work from anywhere while staying connected to a vibrant, collaborative community.
• Competitive Compensation: Earn a salary in the 7‑9 LPA range, commensurate with experience, plus performance bonuses.
• Global Impact: Your work will influence thousands of customers across multiple high‑profile brands worldwide.
• Recognition & Growth: Regular performance reviews, clear career pathways, and opportunities to lead projects.

Key Responsibilities

As a Senior Customer Support Specialist at brighthush, you will be the frontline champion for our retail and e‑commerce clients. Your day‑to‑day tasks will include:

• Responding to customer inquiries across multiple brands, ensuring each brand’s tone, policies, and communication standards are upheld.
• Crafting clear, accurate, and empathetic responses that reflect the brand’s voice and resolve issues efficiently.
• Managing operational tasks such as refunds, return labels, order updates, inventory adjustments, and fulfillment queries.
• Utilizing brighthush to review and manage customer and order information.
• Maintaining and reconciling data in brighthush spreadsheets, creating trackers, and managing operational workflows.
• Tracking and resolving returns, backorders, fulfillment errors, stock shortages, shipping issues, and other customer‑related operational challenges.
• Collaborating across inventory, order management, shipping, and project management systems to ensure seamless service.
• Investigating issues thoroughly, identifying root causes, and escalating when necessary.
• Managing multiple priorities while maintaining accuracy and following tasks through to completion.
• Identifying recurring issues or process gaps and contributing to workflow improvements.
• Participating in weekly cross‑functional stand‑ups to share insights and align on priorities.
• Documenting best practices and updating knowledge bases to empower teammates.

Essential Qualifications

• Minimum of two years’ experience in customer support, contact‑center operations, or a customer‑facing role, preferably in retail or e‑commerce.
• Exceptional written communication skills with strong grammar, clarity, and the ability to adapt tone across different brands.
• Experience assisting customers via phone, email, or live chat; multi‑channel experience is a plus.
• Strong attention to detail and the ability to spot inconsistencies and errors quickly.
• Proficiency in brighthush spreadsheets, including filters, sorting, shared trackers, and basic formulas.
• Hands‑on experience with brighthush platforms.
• Previous experience working with U.S. based/international companies and U.S./international customers.
• Ability to manage multiple priorities in a fast‑paced environment.
• Track record of reliability, punctuality, and ownership.
• Strong problem‑solving skills and the judgment to determine when an issue should be resolved independently or escalated.
• Systems‑thinking mindset with an understanding of how different tools, teams, and operational processes connect.
• Quick learner who can adapt to new systems and processes independently.
• Collaborative, “one team” approach to working with colleagues.

Preferred Experience

• Background in logistics, fulfillment, shipping, and inventory operations.
• Experience managing multiple brands, clients, or accounts.
• Familiarity with shipping, inventory, order management, and project management platforms.
• Experience with data‑driven decision making and reporting.
• Knowledge of e‑commerce platforms such as Shopify, Magento, or BigCommerce.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite, Google Workspace, and CRM tools.
• Analytical thinking and problem‑solving abilities.
• Time‑management and organizational skills.
• Adaptability to changing priorities and new technologies.
• Team player with a collaborative spirit.
• Strong work ethic and a proactive attitude.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. You’ll have access to:

• Structured onboarding and mentorship programs that pair you with seasoned experts.
• Cross‑functional projects that expose you to fulfillment, inventory, and e‑commerce strategy.
• Regular training sessions on industry best practices, new tools, and emerging customer experience trends.
• Clear career pathways—from Specialist to Team Lead, and beyond into operations or product management.
• Opportunities to contribute to process improvements and innovation initiatives.
• Annual skill‑based workshops and certifications to keep you at the cutting edge.
• Access to a global network of professionals and thought leaders.

Company Culture & Work Environment

Our culture is built on transparency, ownership, and continuous improvement. We value:

• Open communication and feedback loops.
• Collaboration across remote teams.
• Recognition of individual and team achievements.
• Work‑life balance, with flexible scheduling within the U.S. shift window.
• Commitment to diversity, equity, and inclusion.
• Regular virtual team events, wellness challenges, and community outreach.
• A culture of experimentation where ideas are tested, learned from, and scaled.

Compensation & Benefits

We offer a competitive salary in the 7‑9 LPA range, commensurate with experience. In addition, you’ll enjoy:

• Health, dental, and vision insurance.
• Paid time off and flexible holidays.
• Professional development budget.
• Employee referral bonuses.
• Annual performance bonuses.
• Access to wellness programs and virtual team events.
• Retirement savings plan with company match.
• Technology stipend for home office upgrades.

Remote Work Requirements

• Reliable computer that meets the required technical specifications.
• Stable high‑speed internet connection suitable for voice and video calls.
• Dependable backup internet connection.
• Quiet and professional workspace.
• Reliable headset with a microphone.
• Ability to meet brighthush’s information‑security and workspace requirements.

How to Apply

If you’re a customer‑centric professional who thrives in a fast‑paced, collaborative environment, we want to hear from you. Join brighthush and help shape the future of retail and e‑commerce customer experience. Apply today and become part of a team that values ownership, transparency, and continuous improvement.