Senior Remote Customer Escalation Specialist & Global Experience Lead – Championing Customer Delight, Data‑Driven Solutions, Continuous Improvement, and Cross‑Cultural Excellence at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

At brighthush, we’re not just selling protection plans; we’re redefining how people feel safe and supported in a digital world. With a presence that spans the United States, Canada, and Europe, we combine cutting‑edge technology, data‑driven insights, and a culture that thrives on curiosity, collaboration, and continuous improvement. Our mission is simple yet powerful: to give customers peace of mind through innovative protection plans, seamless service, and a customer experience that feels personal, proactive, and always on point.

Why This Role Is a Game‑Changer

Customer escalations are the crucibles where brand trust is forged or fractured. In this role, you’ll be the frontline champion who transforms frustration into satisfaction, ensuring that every customer interaction ends with a positive outcome. Your work will directly influence our Net Promoter Score (NPS), customer retention rates, and the overall perception of brighthush as a leader in the protection‑plan industry.

Key Responsibilities

• Lead Escalation Management: Own the full lifecycle of high‑impact customer escalations, from initial intake to resolution, ensuring timely and accurate communication with all stakeholders.
• Root‑Cause Analysis: Conduct thorough investigations to identify systemic issues, collaborate with cross‑functional teams (Product, Engineering, Billing, and Marketing), and recommend actionable improvements.
• Process Optimization: Design, implement, and refine escalation workflows, knowledge base articles, and SOPs to reduce resolution time and increase first‑contact resolution rates.
• Team Leadership & Coaching: Mentor a team of 8–12 escalation specialists, providing coaching, performance feedback, and career development plans that align with brighthush’s growth objectives.
• Data‑Driven Decision Making: Track key metrics (e.g., average handle time, escalation volume, resolution time, customer sentiment), generate weekly dashboards, and present insights to senior leadership.
• Customer Advocacy: Serve as the voice of the customer within brighthush, ensuring that frontline insights inform product enhancements, policy changes, and service improvements.
• Multilingual Support: Provide bilingual (English/Spanish) support for escalated cases, ensuring clear, culturally sensitive communication that meets the needs of our diverse customer base.
• Compliance & Quality Assurance: Maintain adherence to regulatory standards, internal policies, and quality benchmarks, conducting regular audits and process reviews.
• Remote Work Excellence: Leverage digital collaboration tools (brighthush’s collaboration platform, brighthush’s ticketing system, brighthush’s CRM) to manage escalations, coordinate with remote teammates, and maintain high productivity.

Essential Qualifications

• Minimum of 5 years’ experience in customer service, support, or escalation management within a high‑volume, tech‑driven environment.
• Proven track record of leading and scaling a remote customer support team.
• Fluency in English and Spanish (written and spoken) with a strong ability to navigate cultural nuances.
• Strong analytical mindset: experience with data analysis tools (brighthush’s spreadsheet tool, brighthush’s data visualization platform) and the ability to translate data into actionable insights.
• Excellent communication skills—both verbal and written—accompanied by a knack for simplifying complex issues for diverse audiences.
• Demonstrated ability to manage multiple priorities, meet deadlines, and maintain composure under pressure.
• Experience with customer support platforms such as brighthush’s ticketing system, and familiarity with CRM systems.
• Knowledge of the consumer protection‑plan industry is a plus, but not required.

Preferred Qualifications

• Experience in a subscription‑based business model.
• Background in product or engineering collaboration, especially in troubleshooting and root‑cause analysis.
• Certifications in Customer Experience (CX), Six Sigma, or related process improvement methodologies.
• Experience with remote workforce management tools (e.g., brighthush’s time‑tracking platform).
• Previous exposure to international escalation teams and cross‑border customer support.

Core Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strategic thinking and the ability to translate customer insights into business strategy.
• Strong leadership and people‑management skills, including coaching, conflict resolution, and performance management.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Technical proficiency: comfortable with CRM, ticketing systems, and data visualization tools.
• Project management skills: ability to lead initiatives, set timelines, and deliver results.
• High emotional intelligence and cultural sensitivity, especially in bilingual contexts.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Escalation Specialist, you’ll have the chance to:

• Progress into senior leadership roles such as Director of Customer Experience or VP of Customer Success.
• Lead cross‑functional projects that shape product roadmaps, policy updates, and global service standards.
• Participate in our internal “Innovation Lab,” where you can propose and pilot new customer‑experience initiatives.
• Access continuous learning resources: monthly CX webinars, industry conferences, and a generous learning stipend for courses, certifications, and workshops.
• Mentorship from senior leaders and a structured career development plan tailored to your aspirations.

Work Environment & Company Culture

brighthush’s culture is built on the pillars of transparency, collaboration, and empowerment. We’re a fully remote team, which means you’ll enjoy the flexibility to work from anywhere while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Open‑door communication channels with leadership.
• Regular virtual coffee breaks and informal “watercooler” chats.
• Annual in‑person retreats (when travel is safe) to strengthen bonds and celebrate achievements.

We celebrate diversity, equity, and inclusion. Every voice matters, and we actively foster an environment where ideas can flourish regardless of background, location, or tenure.

Compensation, Perks, and Benefits

While the exact salary range is competitive and commensurate with experience, we offer a comprehensive benefits package that includes:

• Competitive base salary and performance‑based bonuses.
• Health, dental, and vision insurance (including coverage for dependents).
• 401(k) plan with company match.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Monthly internet stipend to ensure reliable connectivity.
• Reimbursement for in‑home office setup (desk, chair, monitor, etc.) to create a productive workspace.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Employee assistance program for mental health support.
• Access to a curated library of books, courses, and industry publications.

How to Apply

If you’re ready to take the next step in your career and help shape the future of customer experience at brighthush, we’d love to hear from you. Click the link below to submit your application, resume, and a brief cover letter outlining why you’re the perfect fit for this role.

Apply to Join brighthush Today

Join brighthush – Where Every Customer Counts

At brighthush, we’re not just solving problems; we’re building lasting relationships and creating a culture where every team member feels valued and empowered. If you’re driven by the desire to make a real difference, thrive in a remote, high‑energy environment, and bring a bilingual, customer‑first mindset to the table, we can’t wait to welcome you aboard.

Apply now and become the catalyst that turns customer challenges into opportunities for growth, innovation, and unparalleled satisfaction.