Senior Operations & Customer Experience Specialist – Finance & Administrative Lead, Driving Excellence at brighthush

About brighthush

brighthush is at the forefront of the home services revolution, blending state‑of‑the‑art technology with a deeply human‑centric philosophy. Our mission is simple yet powerful: to empower homeowners with reliable, transparent, and hassle‑free solutions while cultivating an environment where our people can thrive, innovate, and grow. As a rapidly expanding organization, we are on the lookout for a proactive, detail‑oriented professional who can own critical operational functions and elevate the customer experience to unprecedented heights.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re becoming an integral part of a mission‑driven team that values innovation, collaboration, and continuous learning. We offer:

• Competitive base salary with performance‑based bonuses tied to customer satisfaction, cash‑flow health, and process improvement milestones.
• Comprehensive health, dental, and vision plans that cover you and your loved ones.
• Flexible work arrangements and generous paid time off, including vacation, sick leave, and holidays.
• Professional development budget and mentorship programs to accelerate your career.
• Access to the latest tools and platforms—including brighthush’s proprietary CRM, scheduling, and invoicing systems.
• A culture that celebrates wins, embraces feedback, and fosters work‑life balance—because we believe great work starts with great people.

Key Responsibilities

Customer Service & Administrative Support

• Handle inbound calls with professionalism, empathy, and a solution‑oriented mindset, ensuring every homeowner feels heard and valued.
• Schedule estimates, installations, and service appointments using brighthush’s CRM and calendar systems, maintaining a seamless flow from inquiry to completion.
• Maintain consistent follow‑up with leads, ensuring no opportunity is lost and every potential customer receives timely, personalized communication.
• Keep brighthush’s CRM and scheduling tools updated with accurate customer information and job statuses, guaranteeing data integrity across the organization.
• Generate and send invoices, manage back‑office tasks, and ensure timely billing to support healthy cash flow.
• Collaborate with field teams to confirm job details, resolve scheduling conflicts, and provide real‑time updates to customers.
• Act as the first point of contact for customer inquiries, complaints, and feedback, turning challenges into opportunities for continuous improvement.

Financial & Cash Flow Support

• Assist with basic bookkeeping, including data entry, bank reconciliations, and expense tracking, ensuring accurate financial records.
• Support Accounts Payable (AP) and Accounts Receivable (AR) processes, guaranteeing accurate and timely payments to vendors and contractors.
• Help manage payroll‑related administrative tasks, such as time‑sheet approvals and benefit deductions, to keep the team motivated and compliant.
• Send invoices promptly after installations and follow up on outstanding balances, maintaining a healthy cash‑flow cycle.
• Track cash flow metrics, flag potential issues, and recommend corrective actions to senior finance leadership.
• Collaborate with finance to prepare monthly reports and forecasts, providing actionable insights that drive strategic decisions.

Systems & SOP Development

• Assist in creating, documenting, and refining Standard Operating Procedures (SOPs) for all operational workflows, ensuring consistency and scalability.
• Convert Loom recordings and process walkthroughs into written procedures, checklists, training materials, and workflow diagrams that are easy to understand and follow.
• Identify bottlenecks and propose process improvements that enhance efficiency, reduce errors, and elevate the customer experience.
• Maintain a centralized knowledge base that is easily accessible to all team members, fostering a culture of continuous learning.
• Ensure all SOPs are compliant with industry regulations and internal quality standards, safeguarding the company’s reputation and operational integrity.

Essential Qualifications

• Minimum of 2 years’ experience in customer service, administrative support, or operations.
• Strong communication skills—both written and verbal—accompanied by a polished phone presence.
• Proficiency in CRM platforms (brighthush) and Microsoft Office Suite.Apply for this job