Senior Remote Customer Experience Champion – Elevating World‑Class Support & Advocacy for brighthush’s Innovative Comfort Solutions

About brighthush

brighthush is a digitally‑native brand that is redefining how people experience comfort. Born from a passion for better sleep and well‑being, we combine science, design, and technology to create mattresses, bedding, and wellness products that feel as good as they look. Our mission is simple: help people feel and live better through cutting‑edge products and services. We’re not just a mattress company; we’re a community that values collaboration, diversity, and innovation. At brighthush, every employee is empowered to be authentic, and every customer receives the highest level of care. If you’re excited about customer experience and want to be part of a team that’s changing the way people sleep, brighthush is the place for you.

Why This Role Matters

As a Remote Customer Experience Champion, you will be the frontline of brighthush’s promise to deliver exceptional service. Whether you’re handling phone calls, live chat, email, or social media inquiries, you’ll ensure that every interaction reflects our brand’s commitment to comfort, reliability, and support. Your work will directly influence customer satisfaction scores, loyalty, and the overall perception of brighthush in a highly competitive market. By turning every conversation into a memorable experience, you help build a brand that customers trust and love.

Role Overview

We’re looking for a “Comfort Guru” who thrives on problem‑solving, enjoys helping people, and can manage multiple communication channels with ease. You’ll be responsible for delivering timely, accurate, and empathetic support across all touchpoints, maintaining detailed documentation, and collaborating with cross‑functional teams to resolve complex issues. Your role is pivotal in shaping the customer journey and driving continuous improvement across our support ecosystem.

Key Responsibilities

• Multi‑Channel Support: Respond to customer inquiries via phone, chat, email, text, and social media, ensuring a consistent, high‑quality experience that aligns with brighthush’s brand voice.
• Documentation & Knowledge Management: Record detailed notes for each interaction, update customer records in our CRM, and contribute to an up‑to‑date knowledge base covering products, policies, and procedures.
• Performance Excellence: Meet or exceed individual metrics for customer satisfaction, quality monitoring, productivity, schedule adherence, and utilization, while continuously seeking ways to improve.
• Product Expertise: Stay current on all brighthush products, warranty terms, return policies, and refund processes to provide accurate, timely information to customers.
• Cross‑Functional Collaboration: Work closely with shipping, returns, warranty, and other support teams to resolve customer issues efficiently and ensure a seamless experience.
• Continuous Learning: Participate in ongoing training, certification, and team meetings to sharpen skills and stay aligned with company goals and industry best practices.
• Process Improvement: Identify recurring issues or bottlenecks and collaborate with product and engineering teams to implement solutions that enhance the customer experience.
• Customer Advocacy: Act as the voice of the customer within brighthush, sharing insights and feedback that drive product and service enhancements.

Essential Qualifications

• High School Diploma or GED; some college coursework preferred.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Demonstrated empathy and a genuine desire to help customers resolve their concerns.
• Ability to remain calm and professional during high‑pressure or challenging interactions.
• Basic computer literacy and quick adaptability to new software and systems.
• Proficiency in English; additional language skills are a plus.
• Reliable high‑speed internet connection and a quiet, dedicated workspace.

Preferred Qualifications

• Experience in a call center or customer service environment, especially with post‑purchase support.
• Familiarity with customer service platforms such as brighthush, brighthush, or brighthush.
• Prior exposure to sales or upselling in a customer‑facing role.
• Typing speed of 40 words per minute or higher.
• Experience with social media customer engagement and community management.
• Knowledge of sleep science or wellness products is a plus.

Skills & Competencies

• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions that meet customer needs.
• Time Management: Efficiently juggle multiple conversations while meeting productivity targets and maintaining quality.
• Team Player: Willingness to collaborate with colleagues across departments and share best practices.
• Adaptability: Comfortable with evolving processes, tools, and customer expectations in a fast‑moving environment.
• Attention to Detail: Accurate documentation and adherence to quality standards, ensuring every customer record is complete.
• Customer‑Centric Mindset: Passion for creating memorable experiences that drive loyalty and advocacy.
• Technical Proficiency: Comfortable using CRM systems, knowledge bases, and collaboration tools.
• Communication: Clear, concise, and friendly communication across all channels.

Career Growth & Learning Opportunities

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

• Progress into senior support roles or team leadership positions, guiding new hires and shaping team culture.
• Transition into product, marketing, or operations teams based on your interests and strengths.
• Participate in mentorship programs and leadership workshops that accelerate your professional development.
• Attend industry conferences, webinars, and training sessions to stay ahead of market trends and best practices.
• Benefit from a culture that rewards innovation, initiative, and continuous improvement, with recognition programs that celebrate your achievements.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and dynamic work environment. Even though this role is remote, you’ll be part of a tight‑knit team that values open communication, mutual respect, and shared success. We celebrate diversity, encourage creative thinking, and reward employees who bring fresh ideas to the table. Our culture is built on:

• Flexibility: Work from anywhere while maintaining a healthy work‑life balance.
• Recognition: Regular shout‑outs, awards, and appreciation events that highlight individual and team contributions.
• Community: Virtual team gatherings, wellness challenges, and volunteer opportunities that strengthen our sense of belonging.
• Innovation: Continuous improvement initiatives and hackathons that empower you to solve real‑world problems and shape the future of comfort.
• Learning Culture: Access to a wealth of learning resources, including online courses, internal knowledge bases, and peer‑to‑peer knowledge sharing.

Compensation & Benefits

Competitive hourly rate ranging from $15.00 to $17.50, commensurate with experience and performance. In addition to a robust benefits package, you’ll enjoy:

• Medical, Dental, and Vision coverage for you and your family.
• 401(k) plan with company match to help you plan for the future.
• Paid Time Off (PTO) and flexible holidays to support your personal and professional life.
• Earn a Mattress – receive a complimentary brighthush mattress to experience our products first‑hand.
• brighthush Swag – exclusive branded apparel and accessories that showcase your pride in the brand.
• Amazing brighthush Products – early access to new releases and special editions.
• Professional development stipend and training budget to support your growth.
• Employee referral bonus program that rewards you for bringing great talent to brighthush.

How to Apply

If you’re ready to bring your passion for customer service to a brand that values comfort, innovation, and people, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this job

Closing

At brighthush, we’re not just building products; we’re building a community of people who care about comfort, quality, and service. As a Remote Customer Experience Champion, you’ll play a pivotal role in ensuring that every customer feels heard, valued, and satisfied. If you’re excited about making a real difference in people’s lives and want to grow your career in a supportive, forward‑thinking environment, apply today and help us shape the future of comfort.