Senior Executive Relations Specialist – Complex Customer & Regulatory Escalations, Root Cause Analysis, and Litigation Support at brighthush

About brighthush

brighthush is redefining the wireless experience by combining the agility of a startup with the resources of a global leader. As the first fully digital wireless carrier in the United States, we operate without physical stores, call centers, or paper bills, allowing us to pass savings directly to our members. Our mission is simple: make connectivity accessible, inclusive, and effortless for everyone. We do this by building a community‑centric member experience that challenges traditional family‑plan models and empowers people to connect on their own terms.

Our culture thrives on innovation, collaboration, and authenticity. We celebrate diversity in all its forms and believe that a workforce that reflects the world we serve is the key to delivering exceptional service. At brighthush, no two days are the same – we’re constantly iterating, learning, and pushing the boundaries of what a wireless carrier can be.

Why Join the Executive Relations Team?

The Executive Relations Team is the frontline of our brand’s reputation. You’ll handle the most urgent, complex, and sensitive interactions with customers, regulatory agencies, and senior leadership. Your work will directly influence how brighthush is perceived by the public, regulators, and the media. This role is ideal for individuals who thrive in high‑stakes environments, enjoy problem‑solving at scale, and are passionate about turning feedback into actionable improvements.

Key Responsibilities

• Serve as the single point of contact for high‑profile member escalations, including complaints from social media, consumer advocacy groups, and regulatory bodies.
• De‑escalate, negotiate, and resolve inbound cases received via phone, email, and government agency portals, ensuring timely and accurate resolution.
• Collaborate with cross‑functional partners—PR, Legal, Engineering, Product, and Vendor Management—to address complex issues and develop long‑term solutions.
• Analyze customer data (complaints, promotional feedback, network trends) to identify root causes, surface systemic gaps, and recommend process or product enhancements.
• Own the full lifecycle of Small Claims Court cases, from initial contact through court presentation, and negotiate settlements to minimize financial exposure.
• Maintain expert knowledge of brighthush product lines, attending training sessions and staying current on updates and changes.
• Document all member interactions in designated systems, ensuring data integrity and compliance with internal standards.
• Contribute to the internal knowledge base, sharing insights and best practices to reduce future escalations across the organization.
• Participate in team meetings, operational reviews, and strategic initiatives aimed at improving member experience and operational efficiency.
• Manage multiple concurrent projects, setting milestones, deadlines, and reporting progress to stakeholders.

Essential Qualifications

• Bachelor’s degree or equivalent experience (four+ years of relevant work experience).
• Minimum of three years in a customer service or escalation management role, preferably within a regulated industry.
• Proven track record of resolving complex complaints and minimizing conflict.
• Strong written and verbal communication skills, with the ability to draft clear, professional correspondence.
• Experience with regulatory complaints (e.g., BBB, FCC, Attorney General) is highly desirable.
• Familiarity with business letter writing and formal dispute resolution processes.
• Demonstrated ability to collaborate across channels and departments to achieve shared goals.
• Proficiency in using multiple systems, tools, and platforms for case management and data analysis.
• Self‑motivated, organized, and capable of managing a high‑volume workload while meeting strict timelines.

Preferred Qualifications

• Experience in root‑cause analysis and process improvement initiatives.
• Knowledge of consumer protection laws and regulatory frameworks.
• Background in litigation support or legal research.
• Experience with social media monitoring and crisis communication.
• Project management certification or experience.

Skills & Competencies

• Analytical thinking and data‑driven decision making.
• Exceptional problem‑solving and negotiation skills.
• High emotional intelligence and empathy for members.
• Adaptability to rapid change and evolving business priorities.
• Strong organizational skills and attention to detail.
• Team player with a collaborative mindset.
• Commitment to brighthush values: integrity, innovation, and inclusion.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Structured mentorship programs with senior leaders across the organization.
• Regular training on product updates, regulatory changes, and industry best practices.
• Cross‑functional project assignments that broaden your skill set and visibility.
• Opportunities to lead initiatives that shape the future of member experience.
• Annual performance reviews that align your growth goals with organizational objectives.

Work Environment & Culture

This is a work‑from‑home role with occasional in‑person meetings and training sessions. You’ll join a distributed team that values flexibility, autonomy, and results. Our culture is built on:

• Transparent communication and open feedback loops.
• Inclusive decision‑making that respects diverse perspectives.
• Celebration of successes—both big and small—through virtual town halls and recognition programs.
• Commitment to work‑life balance, with flexible scheduling and generous paid time off.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including mental health resources.
• Access to brighthush mobile plans and discounts.

How to Apply

If you’re ready to take on a challenging, high‑impact role that shapes the future of wireless customer experience, we encourage you to apply—even if you don’t meet every single qualification. At brighthush, we value potential, passion, and a willingness to learn.

Ready to join a team that’s redefining connectivity? Click the link below to submit your application and start your journey with brighthush.