Senior Digital Customer Support Specialist – Chat, Email, SMS & AI‑Enabled Multichannel Experience Leader

About brighthush

At brighthush, we’re not just a customer support team – we’re the heartbeat of a digital experience revolution. Our mission is to transform every customer touchpoint into a moment of delight, combining empathy, speed, and precision across chat, email, SMS, and emerging AI‑powered channels. As a fast‑growing, technology‑driven organization, we thrive on creativity, continuous learning, and a culture of collaboration. If you’re passionate about shaping the future of customer service and thrive in a high‑energy, dynamic environment, brighthush is the place for you.

Why Join brighthush?

• Be part of a forward‑thinking company that’s investing heavily in AI, automation, and real‑time support tools.
• Enjoy a flexible, hybrid work model that balances in‑office collaboration with remote autonomy.
• Receive competitive pay, a comprehensive benefits package, and a culture that celebrates innovation and teamwork.
• Grow your career with clear pathways to leadership roles, specialized training, and mentorship programs.
• Play a pivotal role in shaping the next generation of customer support, influencing product development and customer‑centric strategies.

Role Overview

As a Senior Digital Customer Support Specialist, you will be the frontline voice of brighthush, handling a high volume of customer inquiries across multiple digital channels. Your expertise will help us maintain our reputation for rapid, accurate, and empathetic service. You’ll collaborate with cross‑functional teams, leverage cutting‑edge AI tools, and continuously refine processes to elevate the customer experience.

Key Responsibilities

• Respond to customer inquiries via chat, email, and SMS with clarity, professionalism, and empathy, ensuring every interaction reflects brighthush’s brand values.
• Guide customers through online shopping, troubleshoot website issues, and resolve post‑order concerns, acting as a trusted advisor.
• Manage multiple conversations simultaneously while maintaining quality, accuracy, and compliance with company policies.
• Document all interactions in our case management system, ensuring data integrity and facilitating seamless handoffs.
• Meet or exceed performance goals for response time, resolution accuracy, and customer satisfaction scores.
• Identify and report recurring issues or system bugs to product and engineering teams, driving continuous improvement.
• Leverage AI tools and real‑time assist features to enhance service delivery, including chatbots, predictive suggestions, and automated ticket routing.
• Participate in regular training sessions, knowledge‑sharing workshops, and cross‑departmental projects to stay ahead of industry trends.
• Mentor junior team members, providing guidance on best practices, tone, and problem‑solving techniques.
• Contribute to the development of knowledge base articles, FAQs, and self‑service resources to empower customers.

Essential Qualifications

• High school diploma or GED; a bachelor’s degree in Communications, Business, or a related field is a plus.
• Minimum of 2 years of experience in customer service, call center, or digital support roles.
• Exceptional written communication skills with a strong command of tone, grammar, and brand voice.
• Typing speed of at least 30 words per minute, with a focus on accuracy.
• Strong problem‑solving skills and meticulous attention to detail.
• Proven ability to multitask across multiple digital channels while maintaining high service quality.
• Comfortable with technology and a proven ability to learn new systems quickly.
• Prior experience in chat/email support is preferred but not required.

Preferred Qualifications

• Experience with AI‑powered support tools or real‑time assist features.
• Multilingual capabilities (French/English or Spanish/English) are a plus.
• Knowledge of automotive products or e‑commerce platforms is desirable.
• Experience with case management systems and CRM platforms such as Zendesk, Freshdesk, or Salesforce.
• Familiarity with data analytics tools (e.g., Tableau, Power BI) to track performance metrics.

Skills & Competencies

• Exceptional written communication and active listening.
• Strong organizational skills and the ability to prioritize tasks effectively.
• High emotional intelligence and a customer‑centric mindset.
• Adaptability to changing priorities and fast‑paced environments.
• Team collaboration and a willingness to share best practices.
• Proficiency in using collaboration tools such as Slack, Teams, and project management platforms.
• Analytical mindset to interpret customer data and identify trends.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. Many of our senior leaders began their journey as Digital Customer Support Specialists. We offer:

• Structured training programs covering product knowledge, advanced communication techniques, and leadership fundamentals.
• Mentorship from experienced managers and subject‑matter experts.
• Clear promotion pathways to roles such as Team Lead, Quality Analyst, Customer Experience Manager, or even Product Owner.
• Access to industry conferences, webinars, and certifications (e.g., Certified Customer Experience Professional).
• Opportunities to lead cross‑functional projects, influencing product roadmap and customer journey design.
• Regular performance reviews with actionable feedback and personalized development plans.

Work Environment & Culture

Our team thrives on collaboration, transparency, and a shared commitment to customer excellence. You’ll find:

• A hybrid work model that blends in‑office collaboration with remote flexibility.
• Regular team‑building events, hackathons, and innovation challenges that encourage creative problem‑solving.
• A culture that values diversity, equity, and inclusion, with employee resource groups and inclusive hiring practices.
• Opportunities to contribute to community outreach and volunteer initiatives, reinforcing our social responsibility ethos.
• Access to cutting‑edge technology, including AI chat assistants, real‑time analytics dashboards, and automated workflow tools.

Compensation & Benefits

We offer a competitive hourly rate ranging from $14.25 to $19.00, depending on experience, location, and skill set. In addition to pay, you’ll enjoy:

• 401(k) retirement plan with company match.
• Paid time off, sick leave, and paid parental leave.
• Health, dental, vision, and prescription drug insurance.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Employee Assistance Program and life insurance.
• Short‑term and long‑term disability coverage.
• Annual performance‑based salary increases.
• Employee discount program and special recognition awards.
• Volunteer and community service opportunities.
• Military leave, jury duty, and bereavement pay.
• Wellness programs, including virtual fitness classes and mental health resources.

Physical Demands & Work Environment

The role requires regular sitting, talking, and hearing. Occasional standing, walking, and light lifting (up to 25 pounds) may be required. The work environment is typically moderate in noise level. Reasonable accommodations are available for individuals with disabilities.

Location & Eligibility

To qualify for this role, you must reside within the Eastern Time Zone. This ensures seamless collaboration with our global teams and timely response to customer inquiries.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants, regardless of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, or disability.

How to Apply

Ready to join a team that’s shaping the future of customer support? Click the link below to submit your application and become part of the brighthush family.

Contact & Support

For any questions about the role or the application process, feel free to reach out to our recruiting team at [email protected].