Senior Remote Customer Experience Champion – 11 am to 8 pm EST – Spearheading Customer Success, Innovation, and Operational Excellence in Logistics & Experience Solutions at brighthush

About brighthush – Pioneering the Future of Logistics

brighthush is more than a logistics provider; it’s a global movement that redefines how goods, ideas, and people connect across continents. By marrying advanced data science, AI‑driven routing, and a human‑centric philosophy, we transform ordinary deliveries into memorable experiences that delight customers at every touchpoint. Our mission is simple yet powerful: deliver real‑time visibility, predictive analytics, and proactive communication so that every customer feels seen, heard, and valued. Whether you’re a seasoned professional or just starting your career, brighthush offers a platform where your voice shapes the future of logistics and your growth is our top priority.

Why brighthush is the Place to Grow Your Career

In an era where customers demand instant, accurate, and personalized service, brighthush stands out by delivering solutions that anticipate needs before they arise. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. We empower teams to experiment, learn, and iterate, ensuring we stay ahead of industry trends and consistently deliver unmatched value to our partners. At brighthush, you’ll find:

• A data‑driven mindset that fuels continuous improvement.
• Opportunities to work with state‑of‑the‑art AI and machine learning models that transform logistics.
• A global footprint that lets you collaborate with colleagues from diverse backgrounds.
• A commitment to work‑life balance through flexible schedules and remote work.
• Access to innovation labs where you can prototype new customer‑centric features.
• Regular virtual town halls and team‑building events that foster community.

Role Overview

As a Senior Remote Customer Experience Champion, you will be the frontline guardian of our customer relationships during the 11 am to 8 pm EST shift. Your day‑to‑day responsibilities will revolve around delivering exceptional service, resolving inquiries efficiently, and maintaining the highest standards of quality and compliance—all from the comfort of your own home. You will be a key player in shaping the future of our customer experience strategy, driving process improvements, and mentoring junior team members.

Key Responsibilities

• Customer Interaction: Handle inbound calls, emails, and live chat sessions with professionalism, empathy, and clarity, ensuring every customer feels valued.
• Issue Resolution: Investigate and resolve scheduling, pickup, and delivery issues; identify root causes and implement corrective actions to prevent recurrence.
• Escalation Management: Recognize when a situation requires higher‑level intervention and seamlessly transfer or notify the appropriate team, maintaining a smooth handoff.
• CRM Documentation: Accurately record all customer interactions in our CRM system, ensuring data integrity and compliance with SOPs.
• Quality Assurance: Meet or exceed key performance metrics such as first‑contact resolution, call handling time, and customer satisfaction scores.
• Team Collaboration: Participate in regular department meetings, share insights, and contribute to continuous improvement initiatives.
• Equipment & Connectivity: Maintain your remote workstation, promptly report any connectivity or hardware issues, and ensure a reliable work environment.
• Upselling & Cross‑Selling: Identify opportunities to introduce customers to additional brighthush products and services that add value to their experience.
• Process Improvement: Offer constructive feedback on processes, suggest automation or workflow enhancements, and help streamline customer service operations.
• Reception Support: Provide occasional coverage for front‑desk duties when needed, ensuring a smooth experience for all callers.
• Attendance & Reliability: Demonstrate punctuality and consistency, meeting all scheduled shifts and maintaining a strong attendance record.

Essential Qualifications

• High School Diploma, GED, or equivalent combination of education and experience.
• Strong verbal and written communication skills in English.
• Proficiency with multiple web browsers and the ability to navigate several applications simultaneously.
• Working knowledge of the brighthush Office Suite (Word, Excel, Outlook).
• Experience with CRM systems is highly desirable.
• Physical ability to lift and move up to 20 lbs. (or more if required by job functions).
• Capacity to work independently and as part of a distributed team.
• Ability to manage high‑volume, fast‑paced environments while maintaining accuracy.
• Compliance with all company policies, procedures, and code of conduct.
• Authorization to work in the United States.
• Successful completion of a pre‑employment drug screen, random drug/alcohol testing, and a criminal background check.

Preferred Qualifications

• Prior call center or customer‑facing experience.
• Knowledge of the transportation and logistics industry.
• Experience with legacy systems.
• Demonstrated empathy and active listening skills.
• Ability to adapt quickly to new technologies and processes.
• Previous remote work experience.

Skills & Competencies

• Customer‑centric mindset with a passion for problem‑solving.
• Strong organizational skills and attention to detail.
• Time‑management and prioritization in a dynamic environment.
• Team player who thrives in a collaborative setting.
• Resilience under pressure and a calm demeanor during challenging interactions.
• Proactive communication and the ability to convey complex information simply.

Career Growth & Development

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

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular performance reviews and personalized development plans.
• Cross‑functional training in logistics, sales, and technology.
• Opportunities to advance into senior support roles, team leadership, or specialized product teams.
• Leadership development workshops and tuition reimbursement for relevant certifications.
• Participation in innovation labs where you can prototype new customer‑centric features.

Work Environment & Culture

Working remotely from your home office, you’ll enjoy a flexible schedule that aligns with our 11 am–8 pm EST shift. brighthush fosters a culture of trust, transparency, and continuous improvement. Our remote team members benefit from:

• Regular virtual town halls and team‑building events.
• Access to a digital collaboration hub (brighthush).
• Well‑being resources, including mental health support and wellness stipends.
• Inclusive policies that celebrate diversity and promote equity.
• Monthly “innovation sprints” where teams can propose and prototype new ideas.

Compensation & Benefits

While specific salary ranges may vary based on experience, brighthush offers a competitive base pay that reflects your skills and contributions. In addition to base salary, you’ll receive:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, holidays).
• Employee assistance program for personal and professional support.
• Flexible spending accounts and health savings accounts.
• Professional development budget and tuition reimbursement.
• Annual performance‑based bonuses and incentive programs.
• Remote work stipend to help set up your home office.

How to Apply

Ready to join brighthush and make a difference in the lives of our customers? Submit your application through our online portal at brighthush.com/careers. If you require accommodations during the application process, please contact our recruitment team at [email protected].

Conclusion

As a Senior Remote Customer Experience Champion at brighthush, you’ll be at the forefront of delivering exceptional service in a dynamic, technology‑driven environment. Your dedication to customer satisfaction, combined with brighthush’s commitment to growth and innovation, creates a powerful partnership that propels both your career and our organization forward. If you’re eager to learn, adapt, and thrive in a supportive remote setting, we invite you to apply today and become a vital part of the brighthush family.