Senior Global Customer Experience Specialist – Agile & AI Learning Support, Community Engagement & Continuous Improvement Lead – Championing Enterprise Learning Excellence at brighthush

About brighthush

brighthush is a trailblazing, global learning and enablement platform that empowers enterprises to thrive in an era of rapid digital transformation and AI‑driven work. By harnessing the world’s most trusted frameworks for enterprise agility, we deliver cutting‑edge training, certification, and community resources that help more than 2 million professionals worldwide master Agile at Scale, SAFe Collaboration, AI Native, and continuous learning. Our mission is simple yet profound: to build a brighter, more adaptable future for organizations and the people who drive them.

As we expand our footprint across continents, we’re looking for a passionate, customer‑centric professional to join our vibrant Customer Experience team. If you thrive in a collaborative, high‑energy environment and love helping people unlock their potential, brighthush is the place for you.

Why brighthush?

At brighthush, you’ll be part of a movement that transforms how organizations adapt to change. You’ll:

• Help millions of professionals master Agile, AI, and continuous learning.
• Work with a passionate team that values creativity, curiosity, and collaboration.
• Contribute to a product that empowers enterprises to innovate faster and more sustainably.
• Enjoy a supportive, inclusive environment that rewards initiative and results.
• Be part of a company that actively invests in your growth and well‑being.

Role Overview

As a Senior Global Customer Experience Specialist at brighthush, you will serve as the frontline ambassador for our global community of learners, partners, and enterprise clients. Your role blends support, training, operations, and continuous improvement to ensure every interaction is seamless, engaging, and value‑driven. You will be the catalyst that turns customer feedback into actionable insights, driving product enhancements and elevating the overall learning journey.

Key Responsibilities

• Customer Support Excellence: Deliver timely, accurate, and empathetic assistance across multiple channels—phone, chat, email, and live events—while maintaining a high first‑contact resolution rate.
• Training & Enablement: Design and conduct onboarding sessions, webinars, and one‑on‑one coaching to empower users to navigate the brighthush Platform, select courses, and pursue certification pathways.
• Process Optimization: Identify bottlenecks in support workflows, propose data‑driven solutions, and implement best practices that reduce response times and increase customer satisfaction.
• Data‑Driven Decision Making: Analyze support metrics, survey results, and usage data to uncover trends, forecast demand, and recommend enhancements to product and content teams.
• Cross‑Functional Collaboration: Partner with Product, Marketing, Sales, and Partner Development teams to align on customer needs, co‑create solutions, and ensure a unified voice across the organization.
• Content & LMS Management: Maintain the Learning Management System (LMS) with up‑to‑date exams, courseware, and video assets; coordinate exam scheduling, certification processing, and content releases.
• Project Leadership: Own or contribute to special projects that align with business priorities—such as launching new support tools, enhancing knowledge bases, or expanding global coverage.
• Continuous Improvement: Lead initiatives that refine the customer experience, from automating routine tasks to redesigning support flows, ensuring we stay ahead of industry standards.

Essential Experience & Skills

• Minimum of 2 years in customer support, ideally within learning, certification, or membership‑based organizations.
• Proven ability to use judgment and take initiative to resolve member issues independently.
• Advanced proficiency with office productivity tools: Gmail, Google Workspace, Confluence, Salesforce, and customer‑success platforms.
• Strong command of Microsoft Excel and Google Sheets (VLOOKUPs, pivot tables, advanced formulas).
• Exceptional written and verbal communication skills, with a knack for clear, concise, and engaging messaging.
• Excellent organizational skills, meticulous attention to detail, and a deadline‑driven mindset.
• Ability to work autonomously while knowing when to seek guidance or collaboration.
• Creative problem‑solving skills, with the capacity to propose and articulate solutions to customers.
• Effective time‑management, prioritization, and multitasking abilities in a high‑volume environment.

Preferred Qualifications

• Experience with Salesforce or similar CRM platforms.
• Background in Agile or SAFe training, certification, or community engagement.
• Familiarity with LMS administration and content management.
• Experience in a global, remote support role with cross‑time‑zone coverage.

Skills & Competencies for Success

To thrive in this role, you will bring a blend of technical acumen, customer empathy, and strategic thinking:

• Technical Proficiency: Comfortable navigating multiple digital platforms, troubleshooting technical issues, and updating content in an LMS environment.
• Customer‑First Mindset: Ability to anticipate needs, personalize interactions, and turn challenges into opportunities for growth.
• Analytical Insight: Skilled at interpreting data, spotting patterns, and translating findings into actionable process improvements.
• Collaboration & Influence: Adept at working cross‑functionally, building relationships with partners, and advocating for customer needs within the organization.
• Adaptability & Resilience: Comfortable navigating ambiguity, learning new tools quickly, and maintaining composure under pressure.
• Continuous Learning: Passion for staying current on industry trends, emerging technologies, and best practices in customer experience and learning science.

Career Growth & Learning Opportunities

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

• Continuous learning programs, including internal workshops, external certifications, and industry conferences.
• Mentorship from senior leaders and subject‑matter experts.
• Clear career pathways that allow you to transition into product, operations, or leadership roles.
• Opportunities to lead cross‑functional projects that shape the future of our customer experience.
• Regular feedback loops and performance reviews that help you set and achieve ambitious goals.

Work Environment & Culture at brighthush

We pride ourselves on a culture that values collaboration, innovation, and inclusivity. You’ll experience:

• A fully remote, flexible work model that supports work‑life balance.
• Regular virtual team gatherings, hackathons, and community events.
• A diverse, global team that celebrates different perspectives and ideas.
• Transparent communication from leadership and a flat hierarchy that encourages initiative.
• Access to a vibrant internal community where ideas are shared, celebrated, and turned into action.

Compensation & Benefits

We offer a competitive hourly rate of $20.00–$26.00 (equivalent to $43,000–$55,000 annually) based on experience, skills, and certifications. In addition, you’ll receive:

• Health, dental, and vision insurance.
• Optional supplemental insurance products.
• 401(k) plan with company match.
• Flexible paid time off and a company‑paid sabbatical after seven years of service.
• Performance‑based bonus plan and equity options.
• Access to brighthush’s learning library and discounted courses.
• Wellness stipend, home‑office equipment allowance, and continuous learning budget.

Ready to Make an Impact?

If you’re excited to bring your customer‑support expertise to a global learning platform, we want to hear from you. Apply today and help us build a brighter future for organizations and the people who drive them.

Location: US‑based remote role – support customers from your home office.

Working Hours

• 10 AM to 7 PM EST
• 9 AM to 6 PM CST
• 8 AM to 5 PM MST

Equal Opportunity Employer

brighthush is committed to a diverse and inclusive workplace. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status.

Work Differently. Build the Future.