Senior Global Remote Customer Experience Champion – Multichannel Support Specialist (Phone, Email, Chat, Social Media) – Drive Brand Excellence at brighthush

About brighthush

brighthush is a trailblazer in the digital customer experience arena, turning routine interactions into unforgettable brand moments. With a footprint that stretches across every continent, we empower leading businesses to weave data‑driven, omnichannel conversations into the very fabric of their customer journeys. Our mission is simple yet ambitious: to help brands connect, engage, and delight their audiences through seamless, personalized, and proactive support.

At brighthush, remote work isn’t just a perk—it’s a core principle. We’ve built a culture that thrives on trust, transparency, and relentless curiosity. Every team member, no matter where they’re located, is encouraged to bring fresh ideas, challenge the status quo, and grow both personally and professionally.

Why brighthush?

When you join brighthush, you become part of a forward‑thinking ecosystem that celebrates creativity, collaboration, and continuous learning. Here’s what sets us apart:

• Fully Remote, Flexibly Scheduled: Work from anywhere, with hours that fit your life.
• Competitive Compensation: Base salary plus performance‑based bonuses that reward real impact.
• Comprehensive Health Coverage: Health, dental, and vision plans for you and your loved ones.
• Unlimited Learning Budget: Access to industry conferences, courses, and certifications.
• Wellness & Mental Health: Annual wellness stipend, mental health resources, and a vibrant virtual community.
• Equity & Growth: Equity opportunities for high‑impact contributors and clear career pathways.

Role Overview

As a Senior Global Remote Customer Experience Champion at brighthush, you will be the frontline ambassador for our clients’ brands. Your mission is to deliver timely, accurate, and empathetic support across phone, email, chat, and social media channels. Working independently from anywhere in the world, you will leverage our state‑of‑the‑art CRM and knowledge‑base tools to resolve inquiries, troubleshoot issues, and elevate the overall customer experience.

Key Responsibilities

• Respond to inbound customer inquiries via phone, email, chat, and social media with professionalism and efficiency.
• Provide clear, concise, and accurate information, ensuring compliance with brand guidelines and internal SOPs.
• Diagnose and resolve customer issues, or appropriately escalated to Tier 2/3 support or product teams.
• Document all interactions in our CRM, maintaining high data integrity and audit readiness.
• Track and report on key performance metrics such as first‑contact resolution, average handling time, and customer satisfaction scores.
• Participate in continuous improvement initiatives, sharing insights and best practices to enhance support workflows.
• Adhere to confidentiality and data‑handling policies, safeguarding sensitive customer information.
• Collaborate with cross‑functional teams (Product, Sales, Marketing) to relay customer feedback and drive product enhancements.

Essential Qualifications

• Minimum 1 year of experience in customer service, technical support, or a related role.
• Exceptional written and verbal communication skills in English; Spanish fluency is a plus.
• Proficiency with CRM platforms (e.g., brighthush CRM, Zendesk, Freshdesk) and ticketing systems.
• Strong organizational skills, with the ability to manage multiple concurrent conversations.
• Self‑motivated, disciplined, and comfortable working independently in a remote environment.
• High attention to detail and a commitment to maintaining data accuracy.
• Basic computer literacy and comfort with troubleshooting common software/hardware issues.

Preferred Qualifications

• Experience in a B2B SaaS or tech‑centric customer support setting.
• Knowledge of customer experience metrics and analytics tools.
• Experience with multilingual support or working in a multicultural team.
• Certifications in customer service excellence or related fields.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Problem‑Solving: Ability to analyze issues, think critically, and propose effective solutions quickly.
• Time Management: Efficiently prioritize tasks and manage time across multiple channels.
• Communication: Clear, concise, and empathetic communication in both written and spoken form.
• Adaptability: Thrive in a fast‑moving environment with evolving processes and technologies.
• Team Collaboration: Work seamlessly with remote teammates, sharing knowledge and supporting collective goals.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Experience Champion, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Cross‑functional training sessions that expose you to product development, sales, and marketing.
• Clear career pathways: from Support Specialist to Team Lead, Customer Success Manager, or Product Analyst.
• Annual performance reviews that align your growth with company objectives.
• Opportunities to lead process improvement projects, influencing the future of our support operations.

Work Environment & Culture

brighthush’s remote‑first culture is built on trust, transparency, and mutual respect. Our virtual community thrives on:

• Weekly virtual coffee chats and monthly town‑hall meetings.
• Open‑door communication channels with leadership.
• Inclusive policies that celebrate diversity and encourage belonging.
• Regular hackathons and innovation challenges to spark creativity.
• Flexible scheduling that respects personal commitments and global time zones.

Compensation & Benefits

While the base salary is competitive and commensurate with experience, we also offer:

• Performance‑based bonuses tied to customer satisfaction and operational metrics.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching program and retirement planning resources.
• Paid time off, sick leave, and a generous parental leave policy.
• Annual wellness stipend and access to mental health counseling.
• Remote work stipend to set up a productive home office.

How to Apply

Ready to elevate your customer service career with a global, remote‑first organization? Submit your resume and a brief cover letter highlighting your experience in handling complex customer inquiries and your passion for delivering exceptional support. We look forward to welcoming you to the brighthush family!