Senior Remote Customer Experience Champion – 2nd Shift Live‑Shopping Support & Upselling Specialist – Accelerating Revenue Growth, Elevating Customer Delight, and Shaping the Future of Retail at brighthush

About brighthush – The Vanguard of Live‑Shopping

brighthush is more than a platform; it’s a cultural movement that redefines how consumers discover, experience, and purchase products in real time. By seamlessly weaving live video, interactive chat, and instant checkout into a single, immersive journey, we transform ordinary product catalogs into social shopping adventures that captivate millions of viewers worldwide. From fashion and beauty to tech, home goods, and lifestyle, our curated catalog delivers high‑quality items that spark joy, build loyalty, and drive repeat business.

As a remote‑first, high‑growth organization, brighthush champions innovation, inclusion, and a relentless focus on customer delight. We empower talent to work from anywhere, fostering a culture of creativity, collaboration, and continuous learning. If you thrive in a fast‑paced, data‑driven environment and want to shape the next chapter of retail, this is the place for you.

Why brighthush is the Epicenter of Live‑Shopping Innovation

Live‑shopping is the next frontier in retail, and brighthush sits at its heart. Our platform fuses live video, real‑time chat, and instant purchasing into a seamless experience that keeps viewers coming back for more. We empower our talent to work from anywhere, fostering a culture of creativity, collaboration, and continuous learning. As a member of our remote team, you will join a global community that celebrates diversity, drives innovation, and delivers exceptional value to customers, partners, and employees alike.

Position Overview

We are seeking a Senior Remote Customer Experience Champion to join our high‑volume live‑shopping support team on the 2nd shift. In this role, you will be the frontline ambassador for brighthush, ensuring every customer interaction is smooth, personalized, and sales‑oriented. You will collaborate closely with Sales, Technical Support, and Operations to drive revenue, resolve complex issues, and elevate the overall customer experience. If you thrive in a fast‑paced, data‑driven environment and love turning conversations into opportunities, we want to hear from you.

What You'll Do

• Handle high‑volume inbound calls and chats: Manage a fast‑paced stream of customer inquiries, ensuring each interaction is handled efficiently and professionally.
• Drive sales and product promotion: Identify opportunities to upsell or cross‑sell products during each conversation, contributing directly to revenue growth.
• Resolve complex issues: Troubleshoot and resolve a wide range of customer concerns, from order status and refunds to payment processing and account management.
• Personalize the customer experience: Use customer data and conversation context to tailor solutions and create memorable interactions.
• Maintain accurate records: Log all customer interactions, transactions, and follow‑up actions in our CRM system with precision and attention to detail.
• Collaborate with cross‑functional teams: Work closely with Sales, Technical Support, and Operations to ensure seamless service delivery.
• Adhere to quality standards: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Support continuous improvement: Provide feedback on process gaps and suggest enhancements to improve efficiency and customer delight.
• Mentor junior team members: Share best practices, conduct training sessions, and help new hires acclimate to the fast‑paced environment.
• Analyze performance metrics: Review call analytics, customer feedback, and sales data to identify trends and recommend actionable insights.

Essential Qualifications

• Minimum of 3–5 years of experience in a high‑volume customer service or call center environment.
• Proven track record of meeting or exceeding sales targets and customer satisfaction metrics.
• Strong communication skills in English (additional languages are a plus).
• Experience with CRM platforms (e.g., brighthush) and call‑center software.
• Ability to work independently while staying aligned with team goals and company culture.
• Comfortable with technology and quick to learn new tools and processes.
• Demonstrated ability to handle high call volumes while maintaining accuracy and empathy.
• Experience in a remote work setting with a self‑management mindset.

Preferred Qualifications

• Background in e‑commerce, retail, or live‑shopping support.
• Experience with upselling and cross‑selling techniques in a live‑stream context.
• Knowledge of payment processing, order fulfillment, and return policies.
• Previous remote work experience with a strong self‑management mindset.
• Data‑driven mindset: comfortable analyzing metrics and using insights to improve performance.
• Experience with live‑stream moderation or content creation.
• Familiarity with social media platforms and digital marketing strategies.

Skills & Competencies

• Customer‑centric mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Sales acumen: Ability to identify and capitalize on upsell and cross‑sell moments.
• Problem‑solving: Quick thinker who can troubleshoot complex issues under pressure.
• Communication: Clear, concise, and engaging verbal communication with diverse audiences.
• Technical proficiency: Comfortable navigating multiple software platforms simultaneously.
• Time management: Efficiently juggle high call volumes while maintaining quality.
• Team collaboration: Strong interpersonal skills to work effectively with cross‑functional teams.
• Adaptability: Thrive in a constantly evolving environment and embrace change.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Remote Customer Experience Champion, you will have the opportunity to:

• Progress to a Senior Support Lead or Team Lead role, overseeing a group of specialists.
• Transition into Sales or Business Development, leveraging your deep understanding of customer needs.
• Move into Product or Operations, where you can influence the design of new features and processes.
• Participate in our Leadership Development Program, which offers mentorship, workshops, and cross‑departmental projects.
• Attend industry conferences and webinars to stay ahead of live‑shopping trends and customer service best practices.
• Earn certifications in customer experience, sales strategy, or data analytics through our learning portal.
• Contribute to internal knowledge bases, creating playbooks that help scale the team.

Work Environment & Company Culture

brighthush is built on a foundation of flexibility, innovation, and community. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Collaborative tools like brighthush, brighthush, and brighthush.
• Regular virtual coffee breaks and social events.
• Access to a digital library of training resources and industry research.
• Monthly “innovation sprints” where teams prototype new features or process improvements.
• Annual “brighthush Retreat” where remote employees gather for workshops, networking, and fun activities.

We celebrate diversity and inclusion, fostering an environment where every voice is heard and every idea is valued. Our culture encourages experimentation, continuous learning, and a healthy work‑life balance—especially important for our 2nd shift team members who thrive on flexibility.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote customer service specialists.
• Performance‑based bonuses tied to sales and customer satisfaction metrics.
• Comprehensive health, dental, and vision insurance (including telehealth options).
• 401(k) matching plan with company contribution.
• Unlimited paid time off and flexible scheduling to accommodate 2nd shift work.
• Monthly stipend for home office equipment and high‑speed internet.
• Access to a wellness program, including virtual fitness classes and mental health resources.
• Employee discount program across our product lines.
• Professional development stipend for courses, certifications, and conferences.
• Annual performance review with clear metrics for advancement.

How to Apply

If you’re ready to bring your customer‑service expertise, sales savvy, and passion for live‑shopping to a forward‑thinking, remote‑first company, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.

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Join brighthush Today

At brighthush, you’ll be part of a vibrant community that’s reshaping the future of retail. Your role will directly influence how millions of customers discover and purchase products in real time. If you’re a proactive, customer‑first professional who thrives in a fast‑paced, data‑driven environment, we invite you to apply and help us create unforgettable shopping experiences for our global audience.